ICMP pledges to offer efficient, friendly customer service to all ICMP Customers. This document details the customer service policies of ICMP Customer Support, North America.
a. Types of Support
ICMP offers you telephone support via a toll free number from 8 AM to 4 PM (Eastern time) Monday to Friday. Telephone support is unavailable on federal holidays. Our toll free seller support number in North America is 800-428-6580; international (not toll-free at this time) is 423-265-5515.
To help us serve you, please quote your e-mail address that you use to sign on to your seller account when you call.
- Regular and frequent callers: ICMP reserves the right to limit the frequency and duration of calls
- ICMP does not accept orders over the telephone
- ICMP is unable to accept requests for support via fax or by regular mail
b. How to Contact ICMP
ICMP offers e-mail support for both sellers and item buyers. Sellers who e-mail ICMP at info@iguide.net will usually receive a response within 24 hours on business days. During times of exceptionally high volume, please be aware that first response time may be delayed.
- To ensure a prompt response, please do not send multiple e-mails per issue. Doing so will add to the volume of outstanding questions and result in delayed responses
- Please do not include important information in the Subject line of your e-mail messages. The program that delivers your messages to us removes the Subject line. Please include the subject line within the body of your e-mail
- Please ensure that you contact us using the e-mail address registered with your seller account. If a different e-mail address is used, we may not be able to determine that you are a seller or that you have an account with ICMP. If we cannot find your account, we will have to ask you for more information in order to identify you and it will take longer for your problem to be resolved
c. Information Required when Contacting ICMP
In order to serve you efficiently, ICMP may require some or all of the following information. Please have this information ready when you call or include it in your e-mail.
- The nature of the problem (For example: You are unable to upload your item records)
- When the problem originated, and how long it has persisted
- Steps taken prior to the problem occurring
- The exact text of any error messages that may have been displayed on your computer
- Any recent changes to your computer's hardware, operating system, software, or settings
d. What do we Support
ICMP will provide support for the following products and services:
- Functions and processes on our Web sites
- Existing and proposed ICMP program rules and regulations
- Technical issues reported by users on our Web site
- Technical support of ICMP software
In order to provide timely responses to all of our Customers, ICMP does have some limitations on what we can support. The following products and services are not supported:
- Orders made directly with a seller, outside of the ICMP ordering system
- 3rd party software or hardware
- WebTV
- Functionality or technical problems associated with your computer or operating system
- Technical training on the use of your computer
- Recommendations on upgrading computer hardware
To assist you with questions about your computer or other common hardware or software, we recommend consulting the following links:
e. ICMP' Expectations of Sellers
To effectively manage your items and orders on ICMP, we require that you have basic knowledge of how to use your computer and the Internet; including basic file management (folders, cut, copy, paste, search, desktop) and Web site navigation.
All Customers who phone or e-mail Customer Support will be treated in a professional, courteous manner. ICMP understands that technical troubles and interruptions to your business may be stressful and upsetting; however we require all sellers to adhere to the Seller Policies.