Support Hours
IC's Support is available Monday through Friday beginning at 7:00am Pacific Time and ending at 5:00pm Pacific Time, except for holidays.
Open a Ticket
Organizations who have an active Maintenance Package receive unlimited product support to your primary intranet champion. Learn more about our Service Level Agreement (SLA) and supported versions.
Depending on the urgency of your issue opening a ticket by email is the most efficient because you can include all of the details and screenshots.
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)
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
Holiday Hours
|
Holiday |
2022 Date |
IC Support |
|
New Years’ Day |
Monday Jan 3 |
Closed |
|
Family Day |
Monday Feb 21 |
8:00am – 4:00pm |
|
Good Friday |
Friday Apr 15 |
Closed |
|
Easter Monday |
Monday Apr 18 |
8:00am – 4:00pm |
|
Victoria Day |
Monday May 23 |
8:00am – 4:00pm |
|
Canada Day |
Friday Jul 1 |
8:00am – 4:00pm |
|
British Columbia Day |
Monday Aug 1 |
8:00am – 4:00pm |
|
Labour Day |
Monday Sep 5 |
Closed |
|
Thanksgiving (Canada) |
Monday Oct 10 |
Closed |
|
Remembrance Day/Veterans' Day |
Friday Nov 11 |
Closed |
|
Christmas Day |
Monday Dec 26 |
Closed |
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COVID-19 Response
At IC, we'd like to ensure all our customers and partners that they have our full support during the Coronavirus (COVID-19) outbreak. We want to emphasize that we are staying open, keeping the same work hours and that our service will not be affected.
IC has existing remote working policies in place, which means the team is online and ready to engage as usual, albeit from the comfort of their own homes.
Whatever your needs or concerns, we are here for you during this crisis.
Flexible payment options
We recognize we’re all experiencing unprecedented challenges during the COVID-19 crisis. To counter this, we’ve introduced flexible payment options.
From April 15, 2020, we’re accepting monthly (credit card only), quarterly, or semi-annual billing by credit card, cheque, or wire transfer is accepted. Please contact our Billing Team to set up the option that works best for your organization.