Support

Reliable Customer Support

Responsive support is an invaluable part of software delivery.  Based on customer feedback, our support is the most appreciated service of IBL. Our product support specialists are available 24 hours a day, 7 days a week, to help our users to resolve their operational issues and to give advice on usage.

Problems solved

Critical problems are solved asap to allow uninterrupted operation of your service.

Help with configurations

Support hours are from 8:30 to 17:30 from Monday to Sunday CET/CEST, including public holidays in Slovakia.

Upgrades included

Our software is evolving to provide improved features and to meet new meteorological standards.

Help with Configurations

Our software provides a wide range of customisations and specific workflows, and it might be demanding to figure out the optimal configurations. Our support team is here to provide advice and help you set up the configuration that is right for your needs. The configurations and solutions are then fine-tuned based on your feedback. Our task tracking tool allows customers to enter comments and read the responses, in order to effectively communicate and to keep track of all communication.

Problems Solved

Our aim is to deliver a product that works perfectly. Until we succeed completely, the role of support in fixing the problems remains vital. The following types of maintenance contracts are available:

Business week coverage

Support hours are 08.30-17.30 from Monday to Friday CET, excluding public holidays in Slovakia.

7 day coverage

Support hours are 08.30-17.30 from Monday to Sunday CET, including public holidays in Slovakia.

24/7 non-stop coverage

Support is provided 24 hours a day, 7 days a week. A member of support team is available non-stop.

Maintenance upgrades

New technologies are emerging, and new meteorological formats and standards are being introduced. To meet future industry and customer requirements, our software is constantly evolving. Upgrades are essential if you want to benefit from the latest software developments. The maintenance contract includes full complimentary upgrades, covering bug fixes as well as changes prompted by new or updated WMO (World Meteorological Organization) or ICAO (International Civil Aviation Organization) standards. We publish release summaries and highlights for each new version to help you decide which versions are worth the upgrade effort.

Customers with Valid Maintenance Contracts

Meteorological institutions need to cover a variety of tasks, and our software makes the fulfilment of these tasks seamless and reliable.

Call the Hotline

Our support is here to respond to your calls. If you have 24/7 coverage, call the number listed in your Software Enhancement and Maintenance Service Agreement. Otherwise, call the hotline that operates during business hours. 
Call Hotline

Go to Support portal

Use our portal to report a problem, ask for improvement or request new development. It makes it easy to exchange information and track the progress of the issue.
Your login is listed in the Appendix I of the Software Enhancement and Maintenance Service Agreement.
Support Portal

Email Support

Sometimes, you just need a piece of advice, or you have a small question, and creating a JIRA issue feels like a bit of a hassle. You can send an e-mail to support@iblsoft.com , and a member of our support team will get back to you with an answer.
Email us

Do not have a software maintenance contract yet?

If you have purchased any of our products, and you would like to contract for software enhancement and maintenance service, send a mail to sales@iblsoft.com. We will prepare a proposal based on your needs.

Cannot log in to JIRA?

Need a new account?

If you are a newly appointed person who should be responsible for reporting issues to Jira but you were not provided with a Jira login, send an e-mail to support@iblsoft.com and provide the following details:

  • your name
  • your organisation
  • your official e-mail connected to your organisation
Forgot your password?

If you have forgotten your login name or password, send an mail to support@iblsoft.com.

You can also renew your login by clicking the “Can't access your account? “ link in the JIRA login page. Fill in the required information, and you will receive an e-mail that will allow you to renew your login.

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