Support services

From 24x7 self-service resources and tools, to live support from experienced technical support engineers, you’ll get the expertise and guidance you need to keep your ICE Mortgage Technology® solutions running the way your business and your borrowers can count on.

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Origination technology support

Available live phone and chat support:
M - F from 5:00 a.m. to 5:00 p.m. PST

Encompass Sales
925.227.7768 (for Brokers)

Encompass Support

Encompass CRM Sales

Encompass CRM Support

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Additional origination technology support

Standard hours of operation for application, technical and operational issues:
M – F from 8:00 a.m. – 6:00 p.m. ET

Expedite Close, Ernst Fee Services

DocVerify OR


Loan Catcher

Origination technologies support

Servicing technologies support

Standard hours of operation for application, technical and operational issues:
M – F from 8:00 a.m. – 8:00 p.m. ET

Support is available 24 hours a day, 7 days a week for production critical severity issues with the exception of Thanksgiving Day and Christmas Day (on these two days, support is available via on-call support).


Servicing technologies support

Data & analytics support

Standard hours of operation for application, technical and operational issues:
M - F from 9:00 a.m. – 8:00 p.m. ET

877.436.3282, Opt. 1



813.971.8982 x1


Interchange client services support

Standard client support hours:
M – F from 8:00 a.m. – 5:00 p.m. ET


Interchange client services support


Looking for Simplifile support?

Simplifile support

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
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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
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