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Technical support and remote assistance
A fault, a configuration to change, a question: open a request and we follow it through to the solution. Every request has a ticket number and we keep you updated.
Three ways in, one single queue
Whichever channel you choose, your request becomes a numbered ticket: no lost emails, no forgotten phone calls.
From the website
Fill in the support form: your request goes straight into our system and becomes a ticket.
Open a requestBy email
Write to support@isicomimpianti.it. To add information, reply keeping the ticket number in the subject line.
support@isicomimpianti.itBy phone
For faults that stop your work, call us: we open the ticket for you and call you back.
+39 070 827333We fix it remotely, without waiting for an on-site visit
With your consent we connect to the PC or device to check and solve the problem. The connection is only active while you authorise it.
- Call us or open a request: we send you the connection instructions
- Authorise the connection: the technician only sees what you allow
- When we are done, close the program: the connection ends
A bank of hours, nothing to worry about
For those who want a constant point of reference: a package of hours for support, changes and maintenance, with priority on your requests.
- Hours deducted only for the time actually worked
- Summary of interventions and remaining hours
- Scheduled maintenance and device updates
- System documentation always up to date
Customer area
A reserved space where you can see your tickets, the work carried out, the hours left on your contract and licence and renewal deadlines, and exchange files with our team.
- Ticket status and this month's interventions
- Hours left on your contract
- Licence and maintenance deadlines
Support: common questions
How quickly do you respond?
It depends on the urgency and the type of contract. Requests that stop your work take priority, and many are solved through remote assistance without waiting for an on-site visit.
Do you also support systems you did not install?
Yes: after an initial check we can look after the system as if it were our own, documenting it for future work.
Is remote assistance secure?
The connection is only activated with your consent, it is encrypted and it ends when you close the program.
A system that needs attention?
Tell us what is happening: we will tell you how to fix it and how long it will take.