Organizations who have an active Success Package receive 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 except for the holidays listed below:
Holiday |
2019 Date |
2020 Date |
IC Support Status |
New Years’ Day |
Tuesday, January 1 |
Wednesday, January 1 |
Closed |
Family Day |
Monday, February 18 |
Monday, February 17 |
Open 8:00 – 4:00 Pacific Time* |
Good Friday |
Friday, April 19 |
Friday, April 10 |
Closed |
Easter Monday |
Monday, April 22 |
Monday, April 13 |
Open 8:00 – 4:00 Pacific Time* |
Victoria Day |
Monday, May 20 |
Monday, May 18 |
Open 8:00 – 4:00 Pacific Time* |
Canada Day |
Monday, July 1 |
Wednesday, July 1 |
Open 8:00 – 4:00 Pacific Time* |
BC Day |
Monday, August 5 |
Monday, August 3 |
Open 8:00 – 4:00 Pacific Time* |
Labour Day |
Monday, September 2 |
Monday, September 7 |
Closed |
Thanksgiving |
Monday, October 14 |
Monday, October 12 |
Closed |
Remembrance Day |
Monday, November 11 |
Wednesday, November 11 |
Open 8:00 – 4:00 Pacific Time* |
Christmas Day |
Wednesday, December 25 |
Friday, December 25 |
Closed |
Boxing Day |
Thursday, December 26 |
Monday, December 28 |
Closed |
New Years’ Eve |
Tuesday, December 31 |
Thursday, December 31 |
Open 8:00 – 4:00 Pacific Time* |
*IC Support will be operating with reduced staffing on these holidays
Open a Support Ticket
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).
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