Number of Seats/Users: iSupport offers discounts based on the number of users or seats. A higher volume typically leads to a better discount structure, especially for enterprise-level usage.

Commitment to a Long-Term Contract: Discounts are often provided to companies that commit to using the service for a longer period (e.g., 1-year or 3-year contracts). A longer commitment shows iSupport that the company is serious and willing to invest in the platform long-term.

No Active Discounts: Companies that are not already receiving other active discounts may have a better chance of qualifying for additional discounts from iSupport. iSupport reserves discounts for new customers or those not currently under promotional pricing.

Volume or Usage Commitment: iSupport offers discounts if you agree to a minimum amount of usage or transaction volume. This could be based on data storage, transactions, or other metrics tied to how much you will use the platform.

Enterprise-Level Negotiation: Companies that qualify as “enterprise” due to their size or complexity (e.g., having large teams, multiple departments, or geographical presence) may be eligible for additional discounts from iSupport. Such companies are often in a position to negotiate for better pricing.

Early Renewal or Prepayment: iSupport often offers discounts if you renew early or prepay for the entire contract period. This is a common approach to securing a lower price.

Our internal data shows that Spendbase clients consistently praise iSupport for its rich feature set and reliability. Clients appreciate that the tool covers a wide range of functions—from incident management and asset tracking to integrated email notifications and customizable reports. Here are a few key insights gathered from our data:

• Strong Technical Support: Many clients highlighted the amazing support from GWI. They mentioned how effective and responsive the support team was, often resolving issues on the spot. Our internal data shows that fast, friendly support remains one of the most valued aspects.

• Ease of Use and Customization: Spendbase clients have noted that iSupport is easy to get started with and highly customizable. The “out of the box” functionality and flexibility in setting up views, dashboards, and workflows are major wins. Clients value the simple integration with Active Directory and third-party tools like Outlook.

• Feature Richness: The ability to manage multiple work items with a single product has been a big plus. With components for incidents, problems, changes, and assets all in one place, our internal data suggests that this comprehensive approach helps teams streamline their support processes.

While there is a lot of praise, our analysis also notes some common concerns:

• Complexity and Learning Curve: Although the product is easy to use for basic functions, some Spendbase clients find that the wealth of features can be overwhelming without proper training. Our experience confirms that small teams or those new to such solutions sometimes struggle to use advanced features fully.

• Reporting and Interface Limitations: Several clients mentioned that creating custom reports or manipulating existing ones can be challenging. Moreover, some users feel the UI can be clunky or not as modern as expected for certain modules.

• Implementation Specifics: A few clients raised issues like dependency on IIS for installation and occasional lag in chat or ticket printing functionality. This suggests that while most clients enjoy the overall flexibility, the product could still benefit from fine-tuning these areas.

Overall, our internal data indicates that Spendbase clients see iSupport as a solid choice for organizations needing a comprehensive and reliable service desk solution. The consistent strengths in support delivery and customization make it a standout, even as a few areas of improvement present opportunities for future enhancements.