ℹ Your Support Options

The support options for your different types of queries - so you can get the help you need as quickly and efficiently as possible.

Your support escalation process

General help & technical issues

XPLAN Help menu IRESS community
	Help General ‘how to’ queries on standard XPLAN functionality, including CRM functionality, modelling & all things XPLAN (articles & videos)
	Login to IRESS's portal https://community.iress.com/ Click Help at top right corner of your XPLAN screen - ensure your browser is not blocking pop-ups.

Your practice XPLAN Champion
	General ‘how to’ queries on how your practice uses XPLAN and/or Opex Solutions Identify XPLAN or Opex training requirements Identify XPLAN licence or capability requirements
	This will normally be your practice manager

Opex Helpdesk forms, articles & queries
	Help & technical issues XPLAN password resets XPLAN site performance issues ‘How to’ queries on standard XPLAN functionality or on Opex’s Solutions Issues with XPLAN functionality or datafeeds Licensee, Practice & User administration XPLAN licence/capability changes XPLAN template coding fixes Practice branding requests (set-up logo, signature images, email signatures, letterhead) Account & Project management Consulting requests & projects Account queries All other queries
	Login to Opex's portal https://opex.zendesk.com Search videos & articles or raise a query by clicking Submit a request at top right corner of your Opex Zendesk screen & completing the relevant form. Login using your work email address as your username. If you have forgotten your password, select the 'Forgot my password' link. Don’t have a Zendesk login yet? Send us an email confirming your Name, practice and work email address and we will create one for you.
	Email us [e-mail] For all Support, Account Management queries & Consulting projects
	Call us 1300 131 152 (9am - 5pm EST) For password resets & site performance issues

Training

XPLAN  IRESS in person or webinar sessions
	Videos on standard XPLAN functionality Training on standard XPLAN provided by IRESS via webinar or in person
	View IRESS’s e-Learning videos https://community.iress.com/t5/Training-XPLAN/tkbc-p/XPLANTraining
	Book training https://www.iress.com/au/resources/training/ Select your capital city to view available training sessions Sessions are free, but limited to 2 users per practice per session Advise of cancellations at least 2 business days prior to the session to avoid a cancellation fee

Opex  Opex in person or webinar sessions
	Videos on how to use Opex Solutions Training on Opex Solutions provided by Opex via webinar
	Access Opex’s training articles & videos https://opex.zendesk.com
	Request training Select Submit a request at top right corner of your Opex Zendesk screen or email us - advise what content you wish us to cover This is chargeable at our standard consulting rate.