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Support when you need it.

We're here to support your HCM solutions.

Does this sound familiar?

You've gotten the run-around between multiple HCM vendors when trying to obtain support.

You've had to cancel your vacation when payroll goes down.

You get blamed when things break.

You get blamed when there's a security breach.

You don't need to take on the burden of supporting a custom in-house solution or continuing to have your internal IT resources scramble whenever your systems are down.


IDI is your resource to provide cost-effective solutions that are reliable, low-touch, and backed by dependable support.


Want to connect with our Support Team now?

Contacting IDI for Support

Once you are out of implementation, for technical support you can contact IDI's Support Team at support@idesign.com, or call 866-846-3226, #2, and whoever is triaging support calls will open a case for you. Someone answers the phone from 8:30 AM to 5:30 PM Eastern time, M-F.

Troubleshooting with Multiple Vendor Systems

Depending on the nature of the issue, when you contact us, we may ask you to also get a case started with your vendor system support team so we can all work together to resolve the issue.

Assessing Severity Level of Issue

When a client or partner rep calls or emails IDI Support, whoever is triaging incoming support requests will work with the contact to determine the severity level of the issue. The case will be assigned to a support team member and prioritized accordingly.

IDI's detailed support service level agreement (SLA) ensures that your issue gets resolved in a timely manner and that you satisfied with the outcome.

See our Support Service Level Agreement (SLA)

Self-Help Resources

  • Search our Troubleshooting Tips in our IDI Resource Center for answers to FAQs.
  • To locate your unique configuration documentation, refer to your Technical Design Document (TDD) or Configuration Document located on your IDI product's dashboard in order to review the specific user process that has been written for you.

What You Get With an IDI Hosted Product

For IDI hosted/web-based solutions and products the on-going costs include:

On-Going Technical Support

You can engage IDI technical support if you encounter any issues with the operation of your product or solution for the life of the partnership.

Free Upgrades

IDI is committed to updating your solutions as your other integrated systems go through version changes at no cost to you.

Discounts on Future Changes

If your business needs change and you require additional logic to your solution (e.g. add union pay), you will receive a discount on the change requests.

Hosting Fees

Most of our solutions are hosted by us, so you don't need to incur internal IT hosting costs.

Have a question or suggestion about your solution?

We Take Your Security Seriously

IDI contracts with Otava to ensure IDI applications and client data are reliably accessible and secure.
Otava has accreditations to deliver a hosting environment that is compliant by industry standards and provides the highest level of protection for our applications and sensitive client data. Disaster Recovery as a Service (DRaaS) servers are ready for use in the event of a disaster.

Ready to learn more about how IDI offers fully supported, secure solutions that take the burden off of in-house IT staff?

Visit your industry page to learn how we can help you scale your business and stay compliant:

Construction
Non-Profit
Professional Services
Manufacturing
Other

"When I reached out to IDI for support, Jim walked me through the whole thing and was a great help."

Wendy Hite, Controller
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See What Our Clients Are Saying

"I've only had to contact IDI a few times for support. They do a great job explaining everything and training us on how to add in new pay codes and new jobs for ourselves. In fact, everyone we have worked with at IDI has been great. There was no moment in the whole process where we were frustrated.  It's been a huge load off of me from having to do everything in Excel, so it's been a HUGE help and time saver."

Laura Revak, Payroll