For organizations who are active on annual maintenance, we provide unlimited product support to your primary intranet champion. Learn more about our Service Level Agreement (SLA) and supported versions.
Our Support Team is available from 7:00 AM to 5:00 PM Pacific time, Monday to Friday; any change in hours due to holidays is always noted on the Help Center home page.
Depending on the urgency of your issue, you may want to open a support ticket (most issues, gives us the info we need to solve tickets) or call us directly (urgent issues such as when your intranet site is down).
Open a Support Ticket
To open a Support Ticket, email us at support@icthrive.com. Please include:
- Screenshots or video showing the entire page with the behavior or error, including the URLs - they provide much-needed information
- Version of software (to get this, within your intranet click the Admin link, and scroll down on the Setup tab to check the version)
Call Us
If the query is urgent (i.e. your site is inaccessible), call us:
- 604-924-9770 in the Greater Vancouver area
- toll-free 1-844-924-9770 North America only
- 1-604-924-9770 outside of North America