Customer support
Customer Support services and resources:
- Available live phone and chat support: Monday-Friday, 5:00 a.m. to 5:00 p.m. (PST)
- Available after-hours critical support: Help when you need it
- Resource Centers: 24x7 access to self-help information and tools, including our extensive knowledge base, documentation and video tutorials
- Status Center: Check the current status of ICE Mortgage Technology services, and get updates on system maintenance
- ICE Mortgage Technology Academy: Access a vast library of educational and training material designed to better enable all roles within your organization to effectively use our solutions
Premier services
Help maximize the return on your ICE Mortgage Technology investment by selecting Premier Services. In addition to all Customer Support services, Premier Services clients have access to the expertise of a designated Premier Services Engineer (PSE) and exclusive tools designed for the needs of larger or more complex operations.
Features of Premier Services include:
- Access to designated PSE and the Premier Services team
- Advance updates on upcoming product releases, regulatory or API changes, and testing opportunities
- Most aggressive Service Level Targets (SLT) for support case response
- Exclusive admin tools designed for larger or more complex operations
- System scalability best practices guidance and recommendations
- Real-time system monitoring to identify pervasive workflow issues
- Weekly technical business review sessions
