Maximize your investment with ISGROUP’s support
Managing change can be a formidable challenge. ISGROUP’s supports you from start to finish with robust products and solutions, backed by comprehensive customer support solutions. You get award-winning expertise around the clock so you can maintain business continuity while maximizing productivity.
Our comprehensive support solution includes access to experts online or via telephone, along with ISGROUP’s global support web site which provides 24×7 access to a the latest news, product updates, and resources focused on helping you leverage the full power of your investment.
On this site you have anytime-access to complete case management, a comprehensive technical Knowledge Base, product news, product updates and documentation, and licensing information. You can also participate in customer forums and interact with customers to share knowledge and experiences.
The primary support centre is located in Lane Cove, in the heart of Sydney’s thriving technology precinct. The main support centre application is built on Serena’s SBM work flow technology and is delivered through a customer support portal.
The support portal is accessible at www.mariner.technology/mariner-ppm-support/.
The support portal permits customers to submit new requests, reply to support requests via email which are automatically uploaded to the support portal, and print reports of the status of all support requests submitted for the customer.
The primary method of requesting support is via the support portal. In urgent cases a support line is available for customers to call but only after they have submitted a support case via the portal or if for some reason the support portal is not available to them. Alternatively please email us on firstname.lastname@example.org
You can submit, update and view cases direct from the support website.
LIVE VIDEO SUPPORT
Engage in an online, live support session with a technical specialist, who will quickly begin working with you to answer your question or troubleshoot your incident. You can hand the Mariner support representative control of your screen and watch as they address your issue.
KNOWLEDGE BASE/SOLUTIONS – Coming soon
Our Knowledge Base contains thousands of technical tips and product usage information that can be searched using keywords, phrases or other criteria. The Knowledge Base also allows you to view solutions for known issues with links to the product patches where applicable.
PRODUCT DOWNLOADS & DOCUMENTATION – Coming soon
The latest Mariner product updates, patches and fixes are covered under your support agreement. Documentation and current releases for your licensed products are available for download.
TECHNICAL NEWS – Coming soon
Don’t miss important information! There are two ways to receive product news. Review the
Product News on the web site for current updates and important information.
SERVICE LEVEL OBJECTIVES
We strive to resolve all of your issues promptly via electronic submission, Live Support, or telephone. If you require more detailed information about the operation of our support centre please contact your account manager. They will be pleased to provide you with more detailed information.
MAINTENANCE SUPPORT SALES
With a Mariner Support agreement, your designated Account Representative will contact you throughout the year to assist with any questions you may have and to assist you in fully maximizing your investment. Their primary interest is your success.
CONTACT & TELEPHONE SUPPORT
If you have an emergency issue on the weekend, please call Mariner Support using a phone number listed below. Please always create a case using the support portal before calling and have your Case ID handy when you call so we can help you straight away.
Call +61 29211 5488