FAQs
Registration
How do I sign up as a subscriber?
Complete the details on Contact Us and we will get back in touch within 48 hours.
How long will it take from subscription to being able to use the service?
From "subscription to use" is typically measured in hours. We're committed to getting you up and running within 48 hours of a request but we frequently achieve this within 4 hours.
If I terminate my subscription, what happens to my data?
We will retain your data for a period of 30 days, after which it will be permanently deleted from our systems. You will of course have the right to request that all your data is returned to you. We will provide all data to you in an electronic format of our choosing within 7 days of such a request being received by our customer support department.
Getting Started
How do I log on to ICEflo?
Because ICEflo is an online service, there is no hardware or software to buy, install or maintain. Just point your browser to the login page and login.
Typing my email address each time I logon to ICEflo is a pain - how do I avoid the need for this?
The "Remember Me" function means that your login name will be retained on the computer from which you typed it in. If you select this option, your username will always be retained. Note that this procedure needs to be repeated on each computer from which you access ICEflo. Your password is NEVER stored on the computer by ICEflo.
What is the minimum set-up information that I need before ICEflo is usable?
Your environment is provisioned with the minimum "static data" to let you start using the system. This includes a default division, department and team and a small set of default roles. You'll also have a single Programme, Project and Business Service.
What is the Client Administrator role?
The Client Administrator will build in data to ICEflo that is relevant to your organisation and there is a training module specifically designed for this purpose on Training. With your help we can advise on who is best placed to take on this function in your company.
My programme or project isn't defined in the ICEflo Programme or Project Catalogue - how do I get it added?
Contact your Company Administrator and ask for the Programme or Project details to be added to ICEflo.
My Business Service isn't defined in the ICEflo Service Catalogue - how do I get it added?
Contact your Company Administrator and ask for the Business Service details to be added to ICEflo.
Training
Is training required before I can begin using ICEflo?
We assume that users are already familiar with the concepts relating to Implementation Management. ICEflo is designed to be easy to learn and can be used immediately. Our customers find that using ICEflo is similar to using other Web sites - extremely intuitive and user friendly. If you know how to use the Web, you will be able to navigate around ICEflo. While training is not required, you will get maximum benefit from using ICEflo if you undertake the small amount of relevant training available on Training
What training options are available to me?
We provide a range of training options, ranging from free on-line training to instructor led training. Go to Training
Accounts and Passwords
Can I use something other than my email address as my user account?
No - because ICEflo is a multi-tenanted SaaS solution, we require all users across multiple customers to provide a unique and personal login name. We've adopted the email address as this unique identifier.
What is the minimum password length and do I need to use a mix of alpha-numerics?
The minimum password length is 8 characters. Your password must contain a mixture of alpha-numeric characters.
When I log in, the system states that my account is inactive - what do I do?
Contact your ICEflo Client Administrator and request that your account be activated.
How do I identify my ICEflo Client Administrator?
If you select the HR Admin tab, you can search for users with Authorisation Level of Administrator.
Technology Support
What software do I need to install to being to use ICEflo?
As a web-based solution, you don't need to install any software on your computer. Just point your browser to our site and go.
What browser versions are supported for use with ICEflo?
All you need to use ICEflo is a modern web browser like Microsoft Internet Explorer 6.0 or higher (Windows only) or Firefox 2.0 or higher. Please see the attached document for further information
When I access https://www.iceflo.com/login, my browser always opens a new window - how do I stop this from happening?
This depends on which browser you are using - and is related to your corporate desktop security policies. Contact your Desktop Support team for advice on how to resolve this issue.
I am trying to use ICEflo from my company network and I can't reach your site - what do I do?
There are a small number of reasons why this might be the case but by far the most common is when your company internet access solution operates on the basis of a "White List" i.e. a finite list of sites that your company will allow you to access from your company computer. Please contact your IT Support team and request that sites http://www.iceflo.com and https://www.iceflo.com sites are added to your white list.
Questions
ICEflo can meet your needs - get in touch so we can establish how best we can help
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