Support Portal Basics Guide

Introduction

Welcome to ionMy Support

At ionMy, we're committed to providing you with exceptional support. Our support team
is here to assist you with any questions, issues, or requests related to your ionMy
system.

How can we help you?

We offer a variety of support channels to cater to your needs:

• 24/7 Knowledge Base: Access our extensive online library of quick tip guides,
  training manuals, videos, release notes, and FAQs

• Live Chat Support: Connect with a team member in real-time for quick
  assistance.

• Ticket Support: Submit detailed support tickets and track their progress

Support Tiers

To ensure efficient support and prioritise issues, we recommend a tiered support
approach:

1. Tier 1 Support: Designate a select group of system administrators within your
   organisation to serve as the primary point of contact for support inquiries.

2. Tier 2 Support: For more complex issues that require advanced technical
   assistance, your designated system administrators can escalate the matter to
   ionMy's support team

3. Tier 3 Support: For complex issues that require in-depth technical investigation,
   our support team may escalate the ticket to our development team. This ensures
   that experienced developers can analyse the root cause and implement
   necessary solutions