Support

Yes.  You will receive a designated number of consulting hours each year.  The designated number depends on which Maintenance level you are at, which is based on the Picas modules and features you have purchased.  As you add to your Picas system your level may change, giving you more consulting hours for the year.  This information is covered during the Picas Sales Process.

Your consulting hours can be used in a variety of ways.  Online training and review with a consultant is very popular and can be scheduled with short notice.  On-site visits from your Account Representative are also very valuable, giving your staff face to face opportunities for training, system review and brainstorming in private or group settings.  We like to send a consultant to your facility 1 to 2 times per year to ensure you’re company is moving forward and your team is getting the most from your Picas system.

To provide the best customer service, each Picas customer is assigned an Account Representative.  You can expect your Account Representative to travel to your site as requested, coordinate use of available consulting time, provide new employee and refresher-type training via web conference and brown bag sessions, and coordinate monthly/weekly calls to keep communication open and updated.  Your Account Representative will act as a liaison between you and IT, ISS DBA Services, Support, Development, and with brokers/vendors to enhance relationships.

Our support techs are available to answer questions and fix problems.  Consulting time is used towards training, review of product functionality, brainstorm sessions, and on-site visits.

For training, first start by reviewing the Picas Help documentation which is available from within Picas by pressing the F1 key or by clicking any of the Help buttons or menu options found throughout the program.  Picas Help contains detailed information including Frequently Asked Questions, which may help with your question or training needs.  You can also log into eHelpdesk to search our vast Knowledge Base for answers to your questions.  If you still require assistance you can open an incident with the ISS Consulting Department and someone from our team will contact you to schedule your training session.

You can work with your Account Representative to schedule an on-site visit to your facility.  You can also log your request in eHelpdesk and someone from our team will contact you for details.

No. Your consulting hours can be used towards on-site time with your Account Representative, however travel expenses are not included.  You will receive an email with the estimated costs for your upcoming visit and your approval will be required prior to us making any reservations.