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.
Once you are out of implementation, for technical support you can submit a ticket via our Support Form. You can also contact IDI's Support Team at firstname.lastname@example.org, or call 866-846-3226, #2, and whoever is triaging support calls will open a ticket for you. Someone answers the phone from 8:30 AM to 5:30 PM Eastern time, M-F.
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.
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.
Your IDI Account Manager is an ongoing resource for you.
Once you are out of implementation, you will be transitioned over to support. Your IDI Account Manager will be reaching out to check-in and make sure you're completely satisfied with your IDI product(s) and service.
Your Account Manager is not a technical resource, but will be an ongoing resource for the life of your relationship with IDI and can help resolve issues as needed.
Because we care, you will be receiving customer satisfaction surveys at regular intervals to ensure that you remain happy with our product and service.
Please use the Account Update Form to notify us of any changes to your account so your Account Manager has the most up-to-date contact information for your company.
Note: This form only updates your customer record. If you need assistance with adding or removing a user from the portal, you will also need to create a ticket with our support team.
For IDI hosted/web-based solutions and products the on-going costs include:
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.
IDI is committed to updating your solutions as your other integrated systems go through version changes at no cost to you.
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.
Most of our solutions are hosted by us, so you don't need to incur internal IT hosting costs.
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:
"When I reached out to IDI for support, Jim walked me through the whole thing and was a great help."
"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."