Customers / Support
iWave Software is committed to providing the best possible software and services to our customers. This commitment continues after your solution installation with our world class support organization. The iWave support center staff is trained to respond to a wide range of technical questions ranging from installation best practices to fine-tuning product performance in your environment.
Support is available by telephone or e-mail during normal business hours — Monday through Friday from 9:00 a.m. to 5:00 p.m. Central Standard Time (CST). For customers requiring 24x7 access, please contact iWave Sales for more information about upgrading to our premier support package.
Self-service is available for downloading the latest release, requesting a license, or submitting an issue on our customer portal. Registration is required to access this site.
Contacting iWave Software Customer Support
iWave offers convenient methods to contact support, via telephone or email. Priority levels and escalation policies can be found on our Support Guide Cue Card located on the customer portal. Please note that your organization must be covered by an active maintenance contract to receive product downloads and technical support.
Before contacting support, please have the following information available:
- iWave environment, product version and configuration details
- Issue encountered and any recent changes in the above information (i.e. migration, hardware replacements, version upgrades)
- Any reported error messages, alerts and screenshots
Emailing iWave Software Customer Support
- Access our customer portal and select “Open a ticket” from the support center.
- E-mail our support team at support@iwavesoftware.com. Please have above information available to aid our customer support specialist in resolving your issue.
All messages will automatically create a case in the iWave Software Case Center. Each case will be assigned a priority level and an iWave support specialist. You will receive a confirmation email once your case is received and assigned.
Calling iWave Software Customer Support
For urgent issues or if you wish to speak with a member of our support team, you may call the support line directly. To assist in addressing your issue, please have the above information available.
| United States: | 1.866.924.9283 |
| EMEA and International: | 1.972.668.8102 |