We have support packages for your service and budget need.
You can choose (and customize) a basic, extended or premium agreement to support your critical distribution software. There are several components of these agreements, including:
IBS Global Service Desk
It’s a global, 24/7 service. You access our service desk whenever and wherever you need it.
IBS Support Portal
Our portal is an incident handling and update center as well as a knowledge base. You can access reports, updates, manuals, FAQs, news and guidelines to solve every query.
Authorized Support Control
Only authorized people report and manage incidents. Knowledge and understanding mean fast, accurate and cost-effective solutions.
Remote Access
Your entire system with business data is accessible remotely from IBS meaning that we can identify – and rectify – problems even before you are aware that they exist.
Consultancy Incident Services
Every service bundle entitles you to a set amount of consultancy time.
Service Review Meetings
After a set period we’ll sit with you to discuss outstanding issues and, if necessary, re-evaluate the chosen support agreement.
Additional Services
We can also extend our support for any of your unique requirements:
- Unsupported version cover to extend lifetime of older IBS software.
- Extra language support with 12 different languages available.
- Additional customization support can be organized.
- PTF Software installations at a fixed price basis
Our Service Packages
Our three bundles reflect your service requirements:
- Basic — Support services on demand and set number of support incidents.
Extended — Faster responses and additional consultancy time.
Premium — Top response and service support for distribution-reliant firms.
Take Action and Resolution Times
The table gives our response and resolution commitment for each package.
| |
Take Action Time |
Resolution Time (not contractual) |
| Basic |
Extended |
Premium |
Basic |
Extended |
Premium |
| Critical |
< 8 hour in 90% of cases |
< 1 hour in 95% of cases |
< 1 hour in 98% of cases |
N/A |
2 working days in 95% of cases |
1 working days in 95% of cases |
| Urgent |
8 hour in 90% of cases |
< 2 hour in 90% of cases |
< 1 hour in 98% of cases |
N/A |
5 working days in 90% of cases |
2 working days in 90 % of cases |
| Important |
4 working days in 90% of cases |
1 working day in 95% of cases |
< 4 working hours in 95% of cases |
N/A |
10 working days in 80% of cases |
5 working days in 80% of cases |
| Normal |
10 working days in 90% of cases |
3 working days in 90% of cases |
1 working day in 90% of cases |
N/A |
20 working days in 70% of cases |
10 working days in 70% of cases |
| Planning |
10 working days in 90% of cases |
10 working days in 90% of cases |
2 working days in 90% of cases |
N/A |
N/A |
N/A |