Can I get support on the ITRS Support desk, access to the Software Binaries and Documentation?
Our policy is that all employee's within a client with an existing maintenance contract with ITRS can contact our global support teams to get support, get access to all documentation and download binaries. Any client specific restrictions on downloads and deployment of configuration and software binaries must be enforced by the client themselves.
When does the support desk operate?
ITRS provides a follow the sun support model throughout the working day Monday to Friday from our Hong Kong, Singapore, Manila, London and New York offices. In practical terms this means 24 hours a day for 5 days a week. Services may not be available where there are regional holidays. In the case of more global holidays like Christmas day and Easter Monday this may effect many of our locations. Tickets and queries raised out of hours will be picked up as soon as one or more of our offices re-opens.
We operate as a global team, so any given query will be allocated to the best available resource in any region. This mean after a weekend most new tickets are handled via our APAC offices.
How I can I contact support?
You can log-in to the help desk directly to see lists of issues, update existing and raise new ones at
In order to access your tickets you will need to log on user your ICE credentials
Support can also be contacted via an E-mail to firstname.lastname@example.org this will raise a ticket in our global help desk system. Replies to your tickets will come back via E-mail and you can respond via the same medium. Alternatively
There is no need to create a log-in for the help desk as long as your domain is registered. For example if your email ends with @itrsgroup.com you will be able to submit, if your domain is not registered you will get a bounce warning. If you have trouble logging a ticket contact email@example.com.
You can also phone support on the following numbers:
How quickly can I expect a response?
We are committed to getting back to you on all queries within 2 working hours, but in practice we like to be more reactive than this (we have an average response time of 10 minutes). While our Help desk software has the ability to auto respond we elect not to turn this on, but instead get back personally.
What level of support can I expect and what do we cover?
We operate a strict 'Straight to second line' model where your query will be picked up by an experienced ITRS technical resource from the outset. Between us we have over 90 years experience in our product lines and the associated technologies which they monitor. Tickets may move between techs as the investigation continues to ensure we are meeting your requirements with our best and most appropriate skill sets.
The support desk covers all queries relating to ITRS products and services, specifically:
What tends to fall outside the Support scope? - but we often try and help with anyhow ...
What channels will we use to work with you?
We understand that every client will have preferences for how you would like us to work with you, and we are committed to being as flexible as possible. As standard we are happy to:
You should also have access to our on-line documentation and downloads
What is the work flow of a ticket?
The work flow by which a ticket is resolved is shown below. The thicker grey lines represents the most common flow. In summary tickets can be raised via the web portal (https://helpdesk.itrsgroup.com) or via an email (as discussed above). There will then be a discussion on a thread in the ticket. Respondents can update this via the web portal or by mail. At some point the ticket will be resolved, or become one or more change requests that will enter the ITRS development backlog. ITRS treat tickets in the change request state as still open. The only condition under which a ticket will automatically close is if the client does not respond (having been asked for an update) within 1 month. During this time they will get weekly reminders that we are awaiting a response. Under specific conditions tickets may be cancelled, generally when a duplicate has been opened.
How do we classify the impact of an open ticket?
Every ticket we receive is important to us, but we recognize that some need to be treated with greater than priority. We automatically rank tickets based on the business impact they are having while they remain open or on-going. Rather than have this as a typical (and slightly subjective) 1-4 scale we use the following survey to provide an objective score of the impact. The results of this survey are available to clients as read only on all tickets, if there is any you do not agree with you can ask the analyst to update the fields, though please note we may ask for clarification of the revised answer to better understand the impact.
We use the values in the fields to generate an impact score to then order the tickets, from most to least important. The score of any given ticket is shown in the Impact field (an example is shown below). Tickets are also ranked as Significant, Moderate and Minor. We automatically generate a natural language description of the ticket for clarity, an example can be seen in the 'Description of impact' column below. The ordered list of tickets can be seen in your client specific pages in ICE.
We are happy to come on site to try and resolve your queries. In addition to that we offer proactive site visits at a frequency agreed between you and us, by way of example this may vary from bi-weekly to twice a year. There is no additional cost associated with this service its part of the standard maintenance package. On these visits we will typically cover any open and on-going tickets, any new queries you have, and discuss any projects where you think we might be able to add and contribute to. We assign one of our senior techs to each accounts, so the Analyst visiting you should remain consistent.
How do we on-board new clients?
We will need to register your E-mail domain on our Help desk and Knowledge base (for example @itrsgroup.com), ideally make contact with the main users of our products, and then arrange to meet you face to face to go over in as much detail as you need the contents of the this page and the other available resources. Generally these meetings will be attended from our side by the ITRS sales account manager, and a senior resource from our Client Service team. Based on your needs a Client Service Analyst will then be assigned to your account for the purpose of the pro-active site visits.
Ticket and Query Reporting
We provide real time statistics on the state of all your open and completed queries and tickets, as submitted via the help desk. The reports can be accessed via ICE. They consist of:
If you cannot see these reports contact ITRS support and we will check your user permissions since access to these is restricted per user to the suitable reports.
Requesting a Software Key
To get a new software Key contact the support desk via the channels listed above
Tracking change requests
If a ticket or query turns into one or more change requests for the software then the help desk ticket will remain open until such a time as the change request is complete. Updates will occur directly on the help desk ticket when it goes into development in progress, and then complete. The help desk number is therefore your unique reference for the life time of the request.
We welcome and act on your feedback
At the end of every ticket we send you a conformation of the closure via E-mail. The E-mail contains an invitation to respond to a survey. We take the survey responses very seriously, and are constantly making changes based on the feedback. Changes include:
We can only make effective changes in this way if we get sustained and reliable feedback,