Iron Software is committed to providing excellent support to all our users, whether they are evaluating our product through a trial or have made a purchase.
Standard Operating Hours
Iron Software Office Hours are Monday through Friday: 9:00 am - 5:00 pm (US) CST.
Technical/Engineering Support is available 24/5.
How to Contact Sales and Technical Support?
1. Support for Trial Users:
Even without making a purchase, we believe in assisting trial users during their evaluation period, including direct access to our Technical Support team.
Learn more about support on a trial
2. Community Support:
Iron Slack is available to all users, trial and licensed. Engage with a vibrant community of developers, share experiences, and seek assistance. Our development team actively monitors Slack to provide guidance, answer questions, and address issues.
3. Lite Support:
Lite license holders benefit from standard support through email. Our support team responds promptly to Lite support requests within one business day, addressing installation, configuration, troubleshooting, and general usage inquiries.
4. Plus Support:
Plus license holders enjoy enhanced support, including email support with a 24-hour response time and chat support. This ensures quicker assistance for users with additional needs and requirements.
5. Professional Support:
Professional license holders receive robust support, including email support with a 24-hour response time, chat support, phone support, and screen-sharing assistance. This comprehensive level of support is tailored to users with complex requirements.
6. Unlimited and Enterprise Support:
Unlimited license holders enjoy the highest level of support, encompassing email support with a 24-hour response time, chat support, phone support, and screen-sharing assistance. Additionally, Unlimited users benefit from dedicated customer success and support managers, ensuring personalized and proactive support for their specific needs.
- Hotfixes for high-priority issues
- Guaranteed 24-hour response time during support hours
- Direct email or screen-sharing with senior support
- Issue escalation to product development teams
- EULA customization. Learn more: Can I adjust the EULA?
Note:
- All support levels are available 24 hours a day, Monday through Friday.
- Users can access detailed information about our licensing options on our licensing page.
Requesting New Features
We welcome your input and suggestions for new features that you would like to see in our products. Your ideas help us enhance functionality and meet the specific needs of our users. If you have any feature requests, please don't hesitate to let us know. We value your feedback and will work diligently to consider and prioritize your requests. Send your ideas to support@ironsoftware.com
Reporting Bugs
We encourage users to report any bugs encountered while using our products. Your bug reports help us improve the quality and functionality of our software. Don't assume the bug has already been reported. Send your bugs to support@ironsoftware.com
Customer Feedback
Iron Software aims for 100% satisfaction from our clients, and we appreciate any comments, constructive criticisms, or suggestions. We believe that communication is a key factor in helping us to improve our products and our processes, and welcome your feedback.
Surveys
At the end of every ticket, we conduct surveys to measure our performance for that ticket’s client satisfaction. We encourage you to participate in these surveys so that we are able to make improvements to provide a better service to you and the Iron Software user community. We typically address the following topics:
- The overall quality of Technical Support services
- Timeliness and accuracy of service
- Friendliness and professionalism of Technical Support staff
Conditions
- Enterprise Support provides an initial response within one business day of submission, but resolution or inclusion in our product roadmap is not guaranteed within this timeframe.
- We provide prompt solutions and workarounds whenever possible, but resolving development-related issues may take longer. Hotfix builds are provided at our discretion based on the current version.
- It is crucial to note that any provided hotfixes and feature requests are exclusively built on the latest version of the relevant product. Versions other than the latest release of the software are not supported in this manner.
- Conditions are subject to change without prior notice