Support Philosophy

We’re so good at what we do because we understand our clients and their challenges. We’ve been in your shoes. That’s how we can provide practical solutions and strategies. We’re not the usual vendor selling products—we partner with clients to provide expertise and guidance in an ongoing conversation to address your evolving needs.

Supporting your long-term success means being there when and where you need us. It also means helping you learn to take control of your own data. Our clients love the balance. We’ve been at this for over a decade, and we're here for the long term. Our client retention rate is over 95%.

We believe charges for support and training should be transparent.

Ongoing training and support will empower you. The more you learn, the more effectively you'll employ your solution. Some vendors will tell you they "don’t charge" for support. This is a myth: everyone charges for support; sometimes this cost is built in to a solution.

Some clients need more assistance than others.

We cannot anticipate the level of support you'll require, so we choose not to charge a flat fee. We'll charge you for the support you need.

"Customizable" is not the same as "custom."

At iR, we don’t create custom software for each client. Our core solutions, developed from our experience with hundreds of schools over a decade, are powerful and complete, right out-of-the-box. And we will perform some basic customizations during implementation.

“Customizable” is powerful because you may want to tweak your solution to match your institutional culture. Some clients never customize; some have data needs so complex they require extensive customizations. The majority of our clients require just a few, simple customizations, and learn to adapt their solutions themselves.

Open, customizable solutions will transform your productivity in ways a closed solution never could.

Your iR solution is going to get you thinking: the more you learn about the potential of your open, customizable solution, the more you will want to do with it. You will need help with some of your ideas. At iR, you will be billed only for the time it takes us to assist you.

We support you all along the way:

• Our implementation process includes two-to-three days of onsite training for your entire team.
• When you purchase a solution, we give you a Free Pass to inRESONANCE University (iRU), a three-day hands-on workshop event held twice a year. iR Developer Camp is a parallel conference designed to give developers time to collaborate on FileMaker projects.
• When you purchase a solution, you'll have 10 prepaid HelpHours. These hours cover telephone support and one-on-one screenshares, Annual Checkups, and customizations. HelpHours never expire.
• As you become more experienced with your solutions, you may opt for our Pay-As-You-Go support plan.
• We can come to you: onsite training may be the most economical choice under certain circumstances.
• Our online Knowledge Base includes documentation, screencasts, and webinar recordings. PORTAL4 documentation can be found at a new site, to which we will eventually migrate all our help files.

Your iR HELP Plan options:

• Purchase a block of 10 HelpHours. HelpHours never expire. To help you stretch your support dollar, we bill in 6-minute increments. $1500 for a block of 10 HelpHours.
• Pay-As-You-Go: This plan is for experienced clients who are self-sufficient. iR's team can step in when you need us. $200 per hour.

Whichever plan you choose, iR HELP covers support, remote training, annual checkups and customization.