Last updated Mar 24, 2026
This page explains the types of support available through i4a and how to access them. Our goal is to ensure every client receives timely, knowledgeable help while keeping our team available for all users who rely on our software package.
September – May: Monday–Friday, 8 AM–5 PM Central
June – August: Monday–Thursday, 8 AM–5 PM Central (Closed Fridays)
For system emergencies, open an emergency ticket.
Holiday Closures:
Closed on major U.S. holidays — New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Support for system emergencies is available during holidays.
Tickets submitted outside of business hours are reviewed within 24-48 business hours.
The i4a Support Site is available at: https://support.internet4associations.com
You can also access it directly from your administrative interface:
- From the Help block on your admin home page
- From the Help drop-down menu
- By clicking the link in any support ticket email
All requests for assistance should be submitted through the Support Site to ensure proper tracking and timely follow-up. Submitting a ticket allows our team to review, respond, and collaborate efficiently while maintaining visibility for you and your organization.
Please note that messages sent directly to support email addresses are not automatically entered into the ticket system. To avoid delays, always open a ticket through the Support Site for the fastest response.
Replies/emails sent to do-not-reply@i4a.com are unmonitored and are not reviewed or forwarded. Please use the link in your notification email if you wish to respond to a ticket.
All clients without Premium Support receive Basic Support, which includes up to 2 hours per month of help through our ticket system. Basic Support covers quick, how-to questions related to the i4a software.
Basic Support is intended for quick, direct questions about using existing features in the software. Requests that involve retraining or guided setup assistance are considered training and fall under Premium Support or billable time.
- All requests must be submitted through our support site ticket system.
- Live assistance (screen-sharing sessions or conferences) is not included under Basic Support.
If you require help beyond the 2 included hours, or for requests outside of Basic Support’s scope, additional support time is billed at our rates in effect.
Premium Support expands on the delivery method of support to add phone or screen-sharing calls, in addition to email and support tickets. Premium Support includes periodic training or retraining sessions and hands-on help. It also adds third-party system support (DNS, hosting, integrations) and minor (less than 2 hours) programming tasks.
Other examples include minor graphic-design changes, manual database updates, and similar requests. Discovery time and development of specifications for custom projects are also covered as part of the 2 hours.
Premium Support also includes a $40/hour discount off our rates in effect for any billable work beyond the included 2 hours.
All Premium Support requests begin in the Support Site ticket system, just like Basic Support. Starting with a ticket ensures proper tracking, prioritization, and scheduling.
Premium Support expands the ways you can receive assistance.
- Request a phone or screen-sharing session
- Schedule training or retraining sessions
- Request hands-on help or technical assistance
- Receive support for third-party systems (DNS, hosting, integrations)
Live sessions are scheduled through the ticket system for coordination and documentation.
- The i4a Help Center – a searchable library of articles, guides, and documentation
- Tutorial videos covering key areas of the software
- Scout, our virtual assistant, available 24/7 to answer software-related questions based on our Help Center content
- Unused time does not roll over from month to month.
- All requests must originate through the support website, even for Premium clients.
- Premium Support live sessions are scheduled through tickets for coordination and documentation.
- Discovery or project specification work is included under Premium Support but billable under Basic.
- Support services are available to clients whose accounts are in good standing. If an account becomes past due, support services may be temporarily paused until the balance is resolved.
| Feature | Basic Support (Included) | Premium Support ($150/month) |
|---|---|---|
| Monthly included time | 2 hours total per month | 2 hours total per month (expanded scope) |
| Support channels | Ticket system and phone | Ticket, phone, or screen-sharing sessions |
| Scope | Quick “how-to” questions on using and setting up software | Training, retraining, hands-on help, third-party system support (DNS, hosting, integrations), minor programming or graphic-design changes, manual database updates, discovery and specification work |
| Hourly rate beyond included time | Billed at our rates in effect | Billed at our rates in effect with a $40/hour discount |
| Priority handling | Standard queue | Priority scheduling and ticket handling |
Bug fixes for issues in the standard i4a platform software are always provided at no charge and do not count toward your monthly support hours. If you believe you have encountered a system issue, open a ticket through the support site with clear details so our team can investigate.
All bug determinations are made by the i4a development team based on how the software is designed and intended to function. If an issue is determined not to be a bug, for example, a configuration change, a request for new functionality, or a misunderstanding of existing features - it will be handled as a regular support request under your plan.
Bug fixes under this policy apply only to the standard i4a platform software used by all clients. Issues involving custom-developed code, custom integrations, or client-specific modifications are not covered under the no-charge bug fix policy and will be handled as billable support work unless otherwise specified in a separate agreement.
Administrative or billing questions do not count toward your monthly support hours. Please submit these through the Support Site so they can be tracked and routed correctly.
If you have an idea for improving the software, please open a ticket and we will add your suggestion to our feature request list. Submitting a suggestion does not count against your monthly support hours.
If the request overlaps with existing functionality, it will be handled as a standard support request under your plan.
If your organization hosts a WordPress site through i4a, support for WordPress is handled according to your support plan:
Support for WordPress does not include custom development, theme rebuilding, advanced design work, or custom plugin development beyond our own i4a Single Sign-On plugin. Support is limited to basic troubleshooting and assistance with WordPress features that are part of your hosted environment.
i4a does not provide cPanel access. Our hosting environment is managed internally to ensure security, stability, and consistent performance.
If your organization regularly needs live assistance, training, or technical help beyond the scope of Basic Support, Premium Support ensures you’ll have enhanced access, direct communication with our experts, and discounted rates for all billable time.
Contact us with questions or to upgrade your support plan.
Custom Programming refers to work that involves modifying, extending, or creating functionality beyond the standard i4a product.
Custom Programming is not included in Basic or Premium Support. These services are billable and require a written estimate and approval before work begins.
If you’d like to know your current support usage for the month, just let us know — we’ll be glad to check it for you. Support time is tracked based on the time our team spends addressing your requests, including reviewing details, researching, or providing responses through the ticket system. Time is not tracked by calendar duration or by when a ticket is open, only by actual time worked.