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. Enterprise Support:
Unlimited license holders enjoy the highest level of support, encompassing email support with a 12-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 12-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:
- Some conditions apply, see below.
- 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 love bug reports. Your bug reports help to 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
Following ticket resolution, Iron will conduct surveys to measure performance and satisfaction. These surveys allow us to make improvements to better service the Iron Software user community. Surveys are very short and may cover the following topics:
- The overall quality of Technical Support services
- Timeliness and accuracy of service
- Friendliness and professionalism of Technical Support engineers
Conditions
- Enterprise Support provides an initial response within 12 hours.
- Solutions and workarounds within one business day, though resolving development-related issues is not guaranteed within this timeframe. Feature request development may take longer.
- Hotfix builds are provided at our discretion based on the current version.
- Conditions are subject to change without prior notice.