Support Responsibilities and Resources 

iDashboards is designed to be intuitive and easy to use. The following topics would be included for Technical Support and Professional Services. Please Note: This is not a comprehensive list of all topics but instead is a general guideline. 

In general Tier 1 topics are related to the following: 

1. Common iDashboards topics that are resolvable after training and by reviewing various iDashboards resources. 
2. Common computer issues related to database, network, operating systems, and general information technology areas. 

In general, Tier 2 topics are advanced iDashboards issues and bugs. 

In general, Tier 3 topics often require in-depth research and time to resolve or escalate to development.

Technical Support versus Professional Services 

Technical Support is only responsible to provide assistance to ensure standard iDashboards products operate correctly. Any topics outside of this scope will be handled by iDashboards Professional Services.  This includes, but is not limited to: 

• Dashboard/chart design and creation (Storyboarding) 
• Data structure design and build
• Product training 
• Custom application development and enhancement  

iDashboards Technical Support and Professional Services will NOT answer questions related to pricing.  Pricing questions should be directed to your iDashboards Client Success Manager.

Resources

• YOUR iDashboards Representative 
• User Manuals
  • Installed with the Evaluation and Production versions of iDashboards
  • The manuals are also found in OSKAR. 
• OSKAR
  • This is the iDashboards Support Services self-help portal 
• Support Download Site
  • To download the iDashboards CDROM and Production installer please contact TruOI Support for download.

Self-Support

This is designed to assist users in finding answers to the questions on software functionality and solving minor problems independently without contacting iDashboards Support. Using this access to OSKAR for self-support will decrease the number of simple repetitive tickets Tier 1 Support receive and consequently their load declines. This allows Tier 1 Support to know you have ALREADY viewed the articles on OSKAR and still have questions or need further assistance.

• Getting Started – Where New Clients Come to Learn
• News and Updates – Where Everyone Stays Updated 
• Knowledge Base – Where Everyone Learns More
• Community – Where Collaboration Meets Innovation
• Partner Portal – Where Partners Come to Learn

Most of your self-support will come from Getting Started and Knowledge Base, however each category will be helpful for you throughout your iDashboards journey. OSKAR Support Structure Documentation

Tier 1 Support

Issues unable to be resolved by Self-Support

Tier 1 Technical Support Engineers are the people who make the first impression of our support team, so we do our best to have excellent communication skills. We solve basic issues, and answer general questions about the software and its functionality.

• Installations
  • Evaluation
  • Production
  • Manual
  • Auto Uploader
• Upgrading
• Product Architecture
• Dashboard Packs
• Dashboard & Chart Design
• Maps
• Data Structuring including Repository Issues
• Data Hub including Import/Export Functionality
• Builder Application
• Data Analytics
  • JavaScript Expressions
  • Basic SQL Queries
• Data Admin
  • Drivers
  • Excel Functionality
• Alerts
• Reports 
• Professional Cloud
• Basic Level:
  • Troubleshooting
  • Tomcat Issues
  • Network Issues
  • Auto Uploader Issues
  • Errors that require log file analysis

Tier 2 Support

Issues unable to be resolved with Tier 1 Support

At this level we provide in-depth technical support. Tier 2 Support should often investigate logs and understand more complex issues. We will require more information than Tier 1 Support, log files are a must, and we may need to investigate your environment. If we ask for a meeting to investigate your environment please make sure we have admin access to your application and data server. 

• Data Analytics
  • JavaScript Expressions
  • Advanced SQL Queries
• Admin Application
  • Guest User
  • LCD User
  • Language packs
• Feature Requests
• Integrations 
  • SharePoint – embed into website
  • SSL – http to https
  • LDAP – Active Directory
  • Single Sign-On (SSO)
• Advanced Topics related to:
  • Installations 
  • Troubleshooting
  • Integrations 
  • Tomcat Issues
  • Network Issues
  • Application Migrations
  • Auto Uploader Issues
  • Errors that require log file analysis

Tier 3 Support

Issues unable to be resolved with Tier 2 Support

Handling advanced problems that need researching and preparing solutions for issues that require fixes in code, as well as performing minor enhancements in the software. Tier 3 will communicate with developers who can tackle the issues at the source.

• Data Analytics
  • JavaScript Expressions
  • In-depth SQL Queries
• Integrations 
  • SharePoint – embed into website
  • SSL – http to https
  • LDAP – Active Directory
  • Single Sign-On (SSO)
• Advanced Topics related to:
  • Installations 
  • Troubleshooting
  • Integrations 
  • Tomcat
  • Network Issues
• Determine Bugs and Submit for Resolution

Contacting iDashboards Support 

• From the Support Portal you can: create and review your cases 
• For high severity issues call support at +1-248-528-7190 
• Support Hours: Monday – Friday 8:30am – 5:30pm EST  

Topics for your Client Success Manager 

The following items are covered by our Sales Team

• Pricing 
• Licensing
• Extension of evaluation version licenses 
• Custom Maps 
• Custom Flex Modules 

Please Note: iDashboards Support or Professional Services will not be able to resolve these topics.

For More Information:

• Searching on OSKAR
• Read Next: OSKAR Support Structure