How does IRIS Practice Engine’s support team work?

IRIS Practice Engine
By Mari Sharpe | 08/04/2020 | 4 min read

At IRIS Practice Engine, we know the critical importance of excellent customer support.

Our team combines around 15 years of experience in supporting the product.

How does it work?

When you email your query is automatically logged and you will get a email response with a valid ticket number.

We use a software called Zendesk for our customers to log support queries and one of the main reasons for using this is so that you as the client can set up your own login to be able to keep track of the calls you have logged with us, who they are assigned to and what their current status is.

What features does it offer?

You get a whole host of information regarding IRIS Practice Engine at your fingertips through Knowledge Base Articles.

These include:

  • How to troubleshoot?
  • Information on Upgrade Resources
  • Jobs, Time Entry
  • General administrative guidance

What about news and product updates?

You’ll also find these here, including:

  • Announcements – eg new release is now available.
  • Updates from development.
  • Webinar Docs.
  • Current known issues.
  • Current release notes & build documents.
  • Archived release notes.

How about requesting new features and enhancements?

This is also possible on Zendesk and it’s a great way to help in getting your voice heard. If there is something you as a client would like adding into our software, then you can submit a feature request.

Once you have done this, other clients can review and vote on it. The higher the votes the greater the chance of it being included in the next release/version.

What support do we offer?

For our new customers our aim is to nominate one of our team members who will be your sponsor for the first six weeks to help and guide you and also deal with any queries you may have. All of our existing customers have access to our support team and depending on the complexity of the ticket your query will be qualified and resolved to our SLAs listed below.

How are we improving support?

The pandemic has created challenges for everyone, but not only have we maintained full hours of service, our team (including managers) have continued to learn new skills by completing virtual courses to help improve our service.

We also realize that we may not always get it right, which is why we encourage our clients to give us constructive feedback to help us improve our service.

Recently, a customer told us it would save time if we created the ticket while on the call without them having to follow up with an email to our support address.

Of course, this made absolute sense and we quickly changed this. Now our process involves the agent who answers the call taking as much detail as possible and logging it straight away. So, after the call the client receives an email with their ticket number.

What are the IRIS Service Levels?

Below we outline how we categorize the severity levels and respond.


For “Severity 1”

(Software fault resulting in inability to run an essential business process or in permanent data loss for all users, complete site down. Work cannot reasonably continue across whole site/all users).

15 minute response.

For “Severity 2”

(Software fault resulting in inability to complete specific processing, with no viable workaround. Operation can continue in a restricted fashion for one or all users).

2 business hour response.

For “Severity 3”

(Software fault resulting in inability to complete specific processing, but a workaround does exist to allow said processing to complete for one or all users)

4 business hour response.

For “Severity 4”

(Training/How Do I/Cosmetic/Documentation/Usage/Legislation/Enhancement/Non-reproducible generic technical issues/Printing issues).

8 business hour response.


For “Severity 1”

Resolution as soon as reasonably possible, approximately 5 working days.

For “Severity 2”

Resolution in the next available service pack or release. Must be logged inside 10 days of a scheduled release for inclusion.

For “Severity 3”

Will be considered for resolution in the next major release, subject to other priorities. Must be logged inside 10 days of a scheduled release for inclusion.

For “Severity 4”

No commitment to resolution timescales. Solutions on a best endeavours basis. For unreproducible technical problems, if we cannot reproduce a problem on our standard test systems, we will use best endeavours to resolve this problem but with no agreed commitment to timescale or resolution.

What about email response targets?

We aim to answer all emails within 8 business hours.

Where can you get further information?

If you require any information on sales and services we offer, please contact your account manager.

Or if you need more details on products, please contact our product manager, Michelle Harris: