Support

Standard Features At No Charge

The ICS Product Support Program provides customers with the highest quality, most flexible, and lowest cost support program in the industry. Most of the program is free of charge. The ICS website site is the point of access to these support services.

We designed our Product Support Program to deliver real support. Customers have access to a complete knowledge base that stores, maintains, and, under security control, disseminates all necessary information to provide exceptional system support. The ICS E-Support-Center is the most aggressive and powerful open technology knowledge base in the industry.

Everyone Has Free Access To Our Knowledge Base

Everyone has free access to our knowledge base of problem solutions and inventory of open problems, organized so queries produce useable results. A powerful search engine helps e-users find solutions to known problems, and also to search open problems for similar symptoms. Problems may be printed, problem histories reviewed and printed, and any report may be e-mailed anywhere and at any time.

Software Patches Are Always Free

Whenever a software patch for a particular release of the software is published, it becomes available on the ICS website. There are no restrictions on access to patches. ICS provides patches for software problems when there is no viable "workaround" to the problem and the problem is judged significant by ICS.

The E-Support-Center provides the kind of technology transfer you and your service providers, your dealer or distributor, have always wanted. No secrets, just all the information needed to maintain your operation and keep it running smoothly.

Continuing Support Service Add-on Subscription

The Product Support Program is extended by Continuing Support Service (CSS). CSS is an upgrade service enhanced to give subscribers the authority to open their own events in the ICS knowledge base. CSS is available to registered licensees on an annual subscription basis. The first year of CSS on a new system is included with the system. CSS includes:

Upgrade Service. Upgrade service gives CSS subscribers easy access to all upgrades at no additional cost during their subscription period. Upgrades are shipped with updated activation keys when each is released. Subscribers must have registered their software license for the service to be in effect. All new systems include a one year subscription beginning with the registration of the software and ending one year from the initial software activation date.
New Event Entry Privileges In The Knowledge Base. Users authorized under a license subscribed to CSS may open their own events (questions, problems, or suggestions) in the knowledge base. New licensees are authorized to for this privilege once their software is registered. Licensees may register on-line in the E-Support-Center.
Solved Problem Announcements. CSS subscribers receive updates regarding the activity on any open problems (their own, or others), by selecting an open problem and clicking the ME TOO button in the open problems inventory. They will be advised immediately via e-mail when the problem is closed.

Special Services

A further extension of the Problem Support Program is the Special Services Program. ICS will perform nearly any task under this program, from creating new capabilities, to assisting in the recovery from disasters. We can help plan a special solution to a unique new requirement, develop the software for the solution, license software development kits so that others can do the work, or assist in the implementation of the plan. CSS subscribers may purchase services at lower rates; some services may be no-charge.

E-Support Center

The E-Support Center provides unparalleled access to ICS' knowledge bases of problems and solutions. The E-Support-Center was carefully designed to support all of the information needed to help service providers develop the know-how to superbly support their systems. The E-Support Center may be accessed in three ways:

License Number and Support Password. All licenses have access to the E-Support-Center. On your first visit you must register your license. If you do not know your license number or password, it can be obtained from your System Administrator, Dealer, or Distributor. In certain circumstances, ICS can help you create a new password. Registering your software activates you access to the Center.
User Name and Password. Your license administrator can issue you a user-id and password for use in the E-Support Center. You can view solutions, open problems and maintain your contact information. If your organization is a current CSS subscriber, you can open new events (problems, questions, or comments) within our knowledge base.
Walk-In with No Password. Anyone can walk in and view open problems and solutions, and run reports on existing problems. They can even open practice problems although these problems are not processed and deleted on a scheduled basis.

If you have previously visited the E-Support-Center from your computer, it has most likely been configured to access the center. If you have not configured your computer, or are not sure if it is configured, visit the Center. There, instructions and software downloads to configure your system are available. Plan your first visit from a new computer when you have some time to spare because configuring your system may take some time.

Recent documentation CDs consist of copies of this website, with the exception of the E-Support Center. If you have a documentation CD, you should configure your computer from it, since it avoids downloading files from the Internet.

More about the E-Support Center

E-DOCS

The problem with paper manuals? By the time they are printed they are out of date. Even putting manuals on CD, although superior to paper, still does not ensure much better currency.

E-DOCS are WEB-deployed, useable, focused documentation modules that may be easily viewed directly from the Internet or downloaded for local use or printing. E-DOCS are task organized rather than product architecture organized. Users may select a complete set of instructions for a specific task by selecting a specific E-DOC, rather than selecting a large manual and trying to piece together how a task is to be accomplished. This type of documentation organization is essential to fast access to useful know-how.

E-DOCS are updated on a regular basis, organized by title, revision date, and the applicable software version number. Until the task of converting all of our existing documentation to E-DOCS is complete, ICS will continue to keep existing manuals on our website. Some of our users may prefer the old approach and for them, we will provide printable files that will contain all E-DOCS and an index, just like chapters in a book.

List of Available E-Docs

E-Bulletins

E-Bulletins are E-DOCs that deal with narrow specific issues. They may document a specific problem, a specific solution, or provide a discussion of an important technical point. E-Bulletins are organized by Bulletin Number and Title. There is a publication date, but bulletins are not revised; rather, they are corrected, replaced, or extended by subsequent bulletins.

List of Available E-Bulletins

Product Data Sheets

Product Data Sheets are short feature summaries of ICS products and key features.

List of Available Product Data Sheets

E-Training

E-Training is not yet available at this site. Our initial training offerings will be mini-tutorials directed at achieving specific tasks. However, this site contains information regarding factory training.

More about Training

E-Patches

From time to time ICS issues software patches. Such patches are normally downloadable from this web site. A patch has a patch number, a description of what the patch fixes or changes, a list of prerequisite patches whose prior installation is assumed, and for each operating environment, a link to the patch and its installation instructions. Installation instructions should always be reviewed prior to applying a patch.

List of Available Patches

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Information contained on this page is correct at the time of its publication and may change without notice. Integrated Command Software and its agents assume no responsibility for its accuracy.