Who Do I Call? A Quick Guide To Finding the Right Contact for Core iQ Issues

It's hard when your system experiences bumps and you aren’t sure who to call. To make things easier, we have compiled a brief list of common support issues with some quick troubleshooting steps and who to call when you experience them.

1. General Account Information:
   • For all general Core iQ account questions you can contact our support desk: [e-mail]
   • We can assist with contract questions/renewals, training questions, and support questions.
   • We can also route your inquiry to the appropriate department if needed.
2. Unable to log into Core iQ:
   • Check and see if  other users able to log in. If so, it may be something with your login or machine. Try clearing your browser cache and logging in again. If it still doesn’t work you may want to check with your IT team.
   • If other users are unable to log into Core iQ:
     • Check and see if you can access other web sites. If not, you may be experiencing an internet connectivity issue. Reach out to your IT team for assistance.
     • If you can access other web sites, it may be a Core iQ server connectivity issue. Reach out to your IT team to check or reboot the Core iQ server.
     • If you are still unable to log into Core iQ, please email our support desk at [e-mail].
3. Core iQ Alerts
   • Core iQ Low Disk Space Alert: Contact your IT team. They can check the disk space allocations on the Core iQ server and increase them if needed.
   • Core iQ Import Failures:  If you receive a notification that your import has failed, either from the Core iQ system or our support desk, check the error to see what caused the failure:
     • Could not open file/No such file or directory: Check your extracts file folder to ensure all the extract files are present. If they aren’t, check with your data team or core provider.
     • Connection login timed out: Restart your import manually. If the import still fails with the same error, contact your IT team to reboot the server.
4. Missing or Unexpected Data in Core iQ
   • Check your extract file(s):
     • If the data is correct in the extract file(s), contact Core iQ support at [e-mail].
     • If you don’t have access to your extract files, you may want to reach out to your IT team for assistance.
   • Check your core system:
     • If the data is missing in your core system, or not displaying correctly, please check with your data team or core provider.
5. Compliance, Due Diligence, or Billing
   • For these types of requests, you can either submit a support ticket or skip the desk and send an email directly:
     • Due Diligence/Compliance: [e-mail]
     • Billing: [e-mail]
6. Random Techy Stuff
   • If your IT Team or Data Team is planning/needs any of the following items, please contact our support desk at [e-mail]. We will reach out to your IT Team/Data Team to coordinate these changes and help ensure there is no interruption in your Core iQ services:
     • Core conversion
     • Domain change
     • Server migration
     • Export file modification
     • PostgreSQL Version Upgrade/Vulnerability Patch
     • Data mapping

Just remember, help is always right around the corner, and if you don’t know who to call just reach out to our support desk at [e-mail]. We’re always here point you in the right direction!