IMS connect Support Process

Support

SLA

Service Level Agreement

IMS connect currently has 3 priority levels for its support tickets. Tickets will be attended to inside business hours in accordance with the details below.

Priority Level 1

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

Priority Level 2

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

Priority Level 3

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

IMS connect Support Process

Logging Support Tickets

To report an issue, there are two channels available to customers:

During business hours

Outside business hours

work-hours


Monday to Friday
08:30 – 17:00

work-hours


Monday to Friday
17:00 - 08:30;
All weekend

Phone1

Phone – For P1* issues

Call +353 61310752 / +44 2033551964
*Priority 1: Total service loss or a service issue preventing 10 or more users in the customer’s environment from using the service.

IMS connect Support Process

Logging Support Tickets

To report an issue, there are two channels available to customers:

During business hours

work-hours


Monday to Friday
08:30 – 17:00

Outside business hours

work-hours


Monday to Friday
17:00 - 08:30;
All weekend

Phone1

Phone – For P1* issues

Call +353 61310752 / +44 2033551964
*Priority 1: Total service loss or a service issue preventing 10 or more users in the customer’s environment from using the service.

What happens when you log a support call?

Support Process