iesweb.com
Quick * Easy * Versatile
Serving Since 1994
Support: Technical Support Resources
Help File
Each IES product includes a built-in help file (User's Guide) with detailed information about the product. This is the best place to start looking for assistance.
Web-Based Training
IES offers online training sessions, at no cost to you. These FREE training sessions will are about 30 minutes in length, with question and answer time. The Q&A is open to any questions you might have about the software. Training is recorded and available for later viewing anytime.
FAQ Answers
Get common answers from FAQ Answers. The system is fast and friendly for searching. You may browse by product or search for specific answers. Best of all it is available 24/7/365, with no waiting.
Updates & Patches
IES produces free updates regularly to correct problems, improve documentation, and adjust features. For the best experience you should make sure you have the latest update installed! Check under Help | About... to find the current 'build' number of your product. Then check the downloads page to see if an update is available and to read the 'Release Notes' available there. Release notes contain important information about exactly what was fixed or improved.
Free Support Email
Send email to support@iesweb.com, please include a project file, pictures (Alt+PrtScrn captures a window), PDF documents as necessary to demonstrate or explain the issue.
Email response time is usually less than 2 hours during business hours, but please allow 1 day for a response.
Email Support Guidelines
IES has put together tips and answers for the most common types of problems customers face, please take a look at these before reporting any issues:
Please Read: How to Report Problems to IES Support
You may email our support engineers to ask questions, report problems, or get information not found in the above references. Customers are encouraged to report every crash and any suggestion for product improvement. Email support is limited to 2 incidents/month, unless you are on a maintenance plan, or have paid for premium telephone support, which offer unlimited email support.
Please do not send spreadsheets, word-processor documents or zip your attachments, they will slow things down or get spam-filtered.
Premium Telephone Support
IES offers premium telephone support services for $50/month, purchased for 1-year at a time ($600/year). This is support per licensee at your company, so it may be purchased for an individual with an individual license. For network licenses you must purchase it for the total number of "seats" you license. You will receive a support number to call for more immediate assistance. Though be advised that telephone support is often limited to simple questions or general information, without project files and other data (sent by email) it is often very difficult to understand or diagnose complex issues or problems. To enroll, please contact sales.