IMS connect Support Process

Support

SLA

Service Level Agreement

IMS connect will respond to the ticket within 30 minutes from the time the ticket is logged in our system.

IMS connect will respond to the ticket within 4 hours from the time the ticket is logged in our system.

IMS connect will respond to the ticket within 8 hours from the time the ticket is logged in our system.

IMS connect Support Process

What happens when you log a support call?

IMS connect has a dedicated Service Delivery Manager who assesses the new ticket, ensures all data is correct and assigns a ticket priority in accordance with our SLAs.
The Service Delivery Manager assigns an engineer to the ticket.
The engineer reviews the ticket and responds to the customer in line with the ticket’s priority level and SLA.
All communication between the customer and our engineer is done where possible via email but any verbal communication where actions have been agreed is also confirmed through the ticket via email by the engineer.