On-line requests for service can be created anytime from anywhere through our web-based Customer Care Portal using the link from the Resource Center. The categories for services listed below have been revised in order to better reflect the service options available.

Service Types: (see explanations below)

• Issue/Problem
• Requested Enhancement
• Training
• Requested Enhancement w/PO
• Other

Issue/Problem:

Use this option if you are reporting a software malfunction, where you believe that the software is performing improperly. If applicable, please be sure to include the student ID number and student name, the teacher name, the course ID number and name as well as a detailed description of the issue/problem. Always include a telephone number for a call back from support staff if necessary. The quickest way to diagnose your issue/problem is to include as much detailed information as possible in the initial ticket.

Requested Enhancement:

Use this option if you are requesting additional or improved functionality, such as filtering, sorting, new reports, format changes, new fields, procedures, etc.

All of these requests for enhancements will be reviewed and considered by the img Support Team for inclusion in a future Build.

It is important to note that although your enhancement request is regularly reviewed and considered for a future build, IMG makes no guarantees or promises that a given enhancement request will be programmed within a specific timeframe. Please use the below "Request Enhancement w/PO" service option if the need for this enhancement is immediate and/or critical in nature.

In this case, an IMG representative will contact you to provide an estimated cost and projected completion date.

Training:

Use this option if your district requires additional training. Training is a service that IMG can provide on-line, at your school, or at our offices in Framingham, MA.

Please note that training requests should be made at least two weeks in advance, whenever possible.

Requested Enhancement w/PO:

The District Super User or Technology Director may request a quote at any time to have a request completed sooner, rather that wait for it to be included in some future build. In this case, the quote will include an estimated cost and projected completion date.

It is important to note that in some instances a completed project may have to wait for a new build in order to be loaded & compiled onto your system.

IMG reserves the right to distribute the completed enhancement to other districts.

Other:

Use this option if you feel as though your communication does not fall within any of the above categories.