IT & Support Questions
- How do I get help with the system?
- Once a ticket is logged with iO Support, how quickly can I expect a response?
- I do not use Internet Explorer – can I access the system?
- When registering I cannot find my country / city combination – what can I do?
- How secure is iOPharma™ ?
- If I have forgotten my password how can I reset it?
- What format should my password be in?
- As a supplier, can iOPharma™ assist me with uploading my products?
- What happens to data I have input if the session times out?
- How do I access the iOPharma™ system?
How do I get help with the system?
When logged into the iOPharma™ platform, you can use the “Any feedback or comments? click here” link at the bottom left hand corner of each screen. This allows you to select the type of feedback, a title and a description. When submitted this will raise a ticket with our support staff.
Alternatively, if you are unable to gain access to the iOPharma™ platform, you can raise a support call by emailing email@example.com with your name, contact number, problem details, the severity of the problem and, if possible, a supporting screen shot of the problem.
Once a ticket is logged with iO Support, how quickly can I expect a response?
Typical response times are within one hour of a support call being received during UK hours of 08:30 to 23:00hrs GMT. Some problems are solved even more quickly than this. We aim to ensure that within an hour you will have received an email with your call reference details and an update on how the reported problem is going to be handled.
I do not use Internet Explorer – can I access the system?
Currently the iOPharma™ platform is specifically written to use Microsoft’s Internet Explorer (IE) version 6 and higher releases of their browser software. We are aware of the growing trend of using other manufacturer’s browsers and future releases of the product will be designed to expand the types of browser supported. If you are experiencing problems with specific functions within the system – please ensure that you are using IE 6 or newer before logging a support call.
When registering I cannot find my country / city combination – what can I do?
We have a very comprehensive database of Countries and Cities loaded into the iOPharma™ system. However, there will be occasions when a Country / City combination cannot be located. In this instance, please email firstname.lastname@example.org with the details of the Country and City, once the details have been verified they will be added to our central database for you and other customers to use.
How secure is iOPharma™ ?
iOPharma™ takes the security of your login credentials and data very seriously. All system traffic is encrypted both at the database and Internet client server traffic level. We utilise Verisign SSL encryption to ensure that traffic that is passed between your workstation and the backend servers is secured by a minimum 128bit encryption.
If I have forgotten my password how can I reset it?
At the iOPharma™ client login screen there is a “forgot your password?” link. This allows you to enter your email address or username and receive a reminder of the password your account is using.
What format should my password be in?
Your password must be a minimum of 6 characters using a combination of numbers and letters.
As a supplier, can iOPharma™ assist me with uploading my products?
Yes we certainly can. If you would like assistance with uploading products to the system you can access the self service option which is available from the “Home Page / Technical / Sales Catalogue / Quick Product Entry” links or you can raise a ticket by emailing email@example.com and a technician will contact you to discuss your requirements.
What happens to data I have input if the session times out?
Until you have clicked the submit button, all data within a form is stored locally on your machine. Unfortunately if the session between your workstation and the server times out due to inactivity, this data will be discarded to maintain security and you will need to re-enter the information.
How do I access the iOPharma™ system?
Using Microsoft Internet Explorer v6 or above, you can access the system via the Login link on the iOPharma™ website: http://www.io-pharma.com. Or alternatively you can access the system directly by visiting the URL https://live.io-pharma.com/ and this will take you to the login screen. Submit your previously registered Username (email address) and Password and click “Submit” to login.