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Customer support,
education and training
Access support and expert knowledge from
a dependable supply chain partner

Customer support, education and training that helps users concentrate on their jobs, not the software.

UNIFIED GLOBAL ASSISTANCE, 24/7
Wherever you are in the world and at whatever time you need help, Iptor’s support experts are available to provide support across the breadth and depth of solutions and services offered, from managed services, business process outsourcing and apps, to remote application monitoring and management.

ACHIEVE GREATER ROI WITH EDUCATION AND TRAINING
Accelerate user adoptions and earn greater ROI from Iptor’s systems and solutions by accessing Iptor’s knowledge base in the way that is most convenient and effective for users; from a self-service learning management system, to online virtual classrooms or face-to-face training.

With Iptor’s customer support, education and training you can:

Access expert advice 24/7

Accelerate user adoption

Resolve issues quickly

Achieve greater ROI

Customer support
Get the correct level of support needed with support packages to fit any service level or budget requirement.

  • Global Unified Support: Iptor’s Global Unified Support is delivered by a multi-disciplined team of software, infrastructure, cloud technology and managed services experts based around the globe, delivering a comprehensive 24/7 support service to customers wherever they are in the world.
  • Services packages:
    • Bronze – support services during business hours.
    • Silver – support services 12 hours per day with increased SLA targets.
    • Gold – support services 24×7, enhanced SLA targets, Customer Success Manager.
  • Centralized Knowledge Portal
    • Online access to product documentation, technical information, reports, updates, manuals, FAQs, news and guidelines.
    • Social and interactive experience with ability to contribute to documentation.
    • Community based collaboration with other users to gain and share knowledge.
    • Gamified user experience.
    • Secure access from multiple devices.
  • Support portal: Access reports, updates, manuals, FAQs, news and guidelines to solve every query via a self-service incident handling, update centre and knowledge base.
  • Remote access: Problems are proactively identified and rectified, even before they materialize, with Iptor’s remote access to customers’ systems and business data.
  • Consultancy incident services: Every service bundle entitles customers to a set amount of consultancy time.
  • Service review meetings: A periodic engagement to review customer experience and support service levels.
  • Additional services: Support is delivered for unique requirements such as covering unsupported versions to extend the lifetime of older software, extra language support with 12 different languages available, additional customization support and PTF Software installations at a fixed price.

Education and training
Empower employees with the knowledge and skills to directly improve business outcomes via faster user acceptance and adoption of systems.

  • Iptor learning management system: Self-study access to over 600 training lessons covering all functional areas with presentations, audio, quizzes, videos and hands-on lessons.
  • Education catalogue: A full range of multi-language and location training courses including standard courses at introductory, intermediate and advanced user levels; personalization of standard courses; educational programmes designed to create initial and ongoing training across a company; and certification programs to help users reach their maximum potential.
  • Iptor’s training experts: Training is delivered by true experts in their fields that can deliver in-depth training in a number of languages based on business best practice knowledge, industry understanding and practical experience of using Iptor solutions to meet strategic distribution and supply chain goals.
  • Training at any stage of the user cycle: Practical user training that is relevant to the current phase of the user cycle is delivered during implementations, migrations, upgrades; employee turnover, cross-training and retraining; and extended software use.