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ICS Support

During Business Hours
To contact Elsym ICS Support personnel during business hours (9am-5pm EST M-F), please call our office at (770) 590-7400 and enter the extension of your site representative. If you are unsure of who your representative is, dial extension 5063 for Brad Parker and he will direct you to the appropriate person.

During Non-business Hours
To contact Elsym ICS Support personnel during non-business hours, please follow the procedures below:

First attempt: CALL or E-MAIL

The phone number is 770-590-4906 then press option 1.
The e-mail address is ics.primary@elsym.com.
When calling, please leave your name and call-back phone number INCLUDING the area code. The appropriate support personnel will be contacted and will return your call within 10 minutes if it is a draw emergency or within 30 minutes if it is not a draw emergency. NOTE: It is important that you are available to receive the call back from the support personnel in order to discuss and diagnose your issue.

Second attempt
If you do not receive a callback after the specified time, or the phone system support line is unavailable (no answer or busy) then e-mail: ics.primary@elsym.com.

Final attempt: PAGE

After utilizing the contact methods above (First attempt and Second attempt) and you still have not received a response, please use the page number below. This should ONLY to be used if the First and Second attempt options were unsuccessful. The pager number is 1-800-759-7243 and when prompted for the PIN, enter 1018679. Enter your callback number and the on-call specialist will return your call promptly.

If remote support is needed, click here to download the Elsym Remote Support Client. If you continue to have problems contacting a support specialist, please call your Product Manager directly.

COTS Support

During Business Hours
Contact your site representative or product manager by e-mail or telephone.

During Non-business Hours
Call  770-590-4906 and select Option 2 and leave a message with your name and full callback number or e-mail cots.support@elsym.com.

GMS Support

During Business Hours
Contact your site representative or product manager by e-mail or telephone.

During Non-business Hours
Call 770-590-4906 and select Option 3 and leave a message with your name and full callback number or e-mail gms.support@elsym.com.

Tax Support

During Business Hours
Contact your site representative or product manager by e-mail or telephone.

During Non-business Hours
Call 770-590-4906 and select Option 4 and leave a message with your name and full callback number or e-mail tax.support@elsym.com.