Technical Service

ICSolutions provides full warranty and maintenance on all of our products and services, at no cost to our clients, for the entire contract duration. Our first line of support is preventive maintenance, along with automated monitoring of the ENFORCER® calling system and network utilization.  The centralized ENFORCER® network supports extensive monitoring and performance-analysis capabilities – allowing Technical Service Center (TSC) staff to detect and troubleshoot many issues before they ever become a problem at the facility.

When issues do arise, facility staff can call our toll-free hotline at (866) 228-4031 anytime to ask a question or report a problem. Live TSC technicians located in our San Antonio headquarters are available 24 hours a day, 365 days a year, to provide technical support for our clients. Alternatively, we also offer an online system for trouble ticket issuance and resolution, which authorized facility users can access through the web-based ENFORCER® platform.

Because most of the critical system components are housed in our secure Data Center – in the same building where our TSC personnel work – many service requests can be addressed without ever having to enter our clients’ facilities. In cases where onsite work is necessary, ICSolutions employs an extensive network of ICSolutions-certified technicians stationed all over the country to respond quickly to our clients’ service needs.