If you currently have an IBS Application Support Agreement – whether globally or locally – you are familiar with the current process for incident handling within IBS Global Customer Support.
Day-to-day issues are resolved directly by IBS Global Customer Support (GCS) Officers who promptly answer questions, repair data and apply software corrections for known errors within your agreed SLA timetable. However, if you require faster service in business-critical areas of your software, including a third-party interface, key statistical reporting, IBS Integrator script or a web-based application, IBS Platinum Support offers you:
- Fast-track access to IBS product experts for speedy issue resolution and consultancy
- Available as an add-on to all existing support agreements
- Charged as a percentage fixed fee in addition to your current agreement, subject to minimum and maximum values
- Valid for all IBS versions and releases
- Includes the option to tailor your current agreement for faster reaction times on critical business processes without the need to change your existing contract
Tell us about your business-critical priorities that require faster action, and we will tailor a support offering priced according to your needs, without the extra cost of increasing to a higher SLA.