Training and Support Service

ICON offers a full range of support services to ensure all users get the most from using the ICON system. The ICON team is dedicated to providing excellent customer service & support.

The support team works closely with in-house developers to ensure technical queries are rapidly dealt with, and enhancement requests or bug fixes can be communicated and dealt with effectively.

Training

Often a major hurdle when implementing any new system is in making users feel confident in their ability to work with it. ICON works with clients and places significant importance in training to ensure users get maximum benefit from the system as soon as possible.

Varying levels of training are available to suit each client’s setup, including:

• Starter sessions – geared towards how a client wants to use the system.

• General User training – ensuring users are confident in their use of the ICON System, and equipped to explore the more advanced aspects.

• Advanced User training – hands-on training for key users who are likely to become internal trainers

• Administrator training – sessions targeted at designated administrators dealing with various aspects of the system such as Standards Management, Project Management, Prototype Development, CDM / H&S file compilation etc.

• Organisation training – suitable for large corporations with training dealing with the specifics of a client’s setup

Sessions can be held at ICON’s offices, at client’s premises or at another agreed location.

Helpdesk

ICON has friendly UK based helpdesk staff available during office hours (8.00am to 5.30pm). Extended support outside these hours is available by negotiation.

Telephone assistance is available to help with logon and access issues, as well as guidance on where to find specific information. An email feedback facility allows users to comment upon system content or technical issues. Any specific queries are referred to the nominated client content manager who will respond as soon as possible.

Technical Support

Should a client experience connectivity or other technical issues, an in-house team is available to give advice or resolve the problems. ICON also offers a system performance, monitoring and reporting service.