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Where Does Your Case Go?
Once you log a case with our customer support interface it is queued up to be answered by a customer support representative. You will receive an automatic response that your issue has been successfully queued into our system, as well as an initial response within 1 business day of your request. Your support issue can go a few ways once it’s filed:
- Our support representatives will solve and close your case
- Your support request will be identified as a feature reques
- Your support request will be identified as a software bug
Feature Request
If your issue’s status reflects your issue has been turned into a feature request, your feature will be considered for future releases. We do not currently have a customer facing feature request portal.
Software Bug
If your issue’s status reflects your issue has been turned into a software bug, your issue will be investigated by our software developers and queued up into a maintenance release. Investigation can take 1-3 business days. Once determined, the scheduled maintenance release and date of release will be visible on your case. Our maintenance releases typically range two business weeks. The issue will remain open until the bug has been fixed, tested and released.
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How to Use I-Cubed Support
Login. Enter your username and password.
- Your username is generally your email address
- If you have forgotten your password please click on “Forgot your password?”
- If you do not have a username and password and feel you should have one please send an email to support@i-cubed.com with your company name. You should receive a response in 1 business day. If access is urgent please call I-Cubed at 919-755-5305.
Find a Solution. Browse our knowledgebase. Our knowledgebase is constantly growing so please continue to search for solutions. Please remember to close your issue if you find your solution in our knowledgebase.
Log a Case. If you can not find your answer on our FAQ site or in our knowledgebase then submit a case to our customer support team. Please see Where does Your Case Go? to the left to understand how the issues will be handled.
- Provide a descriptive subject summarizing your issue.
- Provide as much information about your issue as possible in the description field.
- Once you submit your issue, please attach any necessary log files.
View Cases. View your open cases and your companies open cases. Clicking on “View All Cases” will show all open cases in your company including your open cases. Clicking on “View My Cases” will only show your open cases. Clicking on “View Closed Cases” will display all the closed cases (yours and/or your companies).Click on a case to open the details. Here you can add additional comments and add attachments to your case. Typical attachments include a .zip of any debug or error log files generated by the software. |
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