IFAS Insider Client Support

The IFAS Insider website offers a central place for SunGard Public Sector clients to access information on upcoming releases, user group meetings, software updates and other topics relevant to those using IFAS. The IFAS Insider homepage can be reached at support.bi-tech.com. A login and password can be provided by your Account Manager.

From IFAS Insider, you may access Support Online. You can use Support Online to search for information in the Knowledge Base. You can also use the system to track help desk tickets with SunGard Public Sector. Using the Support Online system to track tickets is free of charge for clients who are current on annual support.

The Knowledge Base query source provides a method for clients to review prior to reporting a ticket. When tickets are reported, they are immediately entered into the Support Online database. Issues that are not resolved during the initial phone conversation with the analyst will be solved in the shortest amount of time possible, and the client will be kept informed on progress of the problem. Support Online allows a collaborative environment for problem solving and all communication between client and support staff is on-line, real time.

The following information can also be found on the IFAS Insider:

• User groups and list serves hosted by IFAS clients and SunGard Public Sector
• Client surveys, event calendars, newsletters
• Documentation, rates and in-house training schedules, common codes and data dictionary
• Help desk, remote service provider, bids, and software release delivery
• Software updates and service packs