IMS Support Services

Support Services

IMS is very proud of its’ customer support team. IMS has worked hard to provide the best support possible to our customers. We have an average solution time of less than two (2) hours. This means that from the time you place a support call to the time you have an answer, or the problem is fixed is less than two hours. Many support teams promise to return a call within 2 hours, but not to have the problem resolved. This helps save you time and money over the years.

Support Services Highlights

	Normal support hours are 7:00 AM to 6:30 PM California time.
	We also provide 24 hours a day 7 days per week support via your phone pager and voice mail system.
	Full dial up capability. Anything you can do on your system our support people can do via the support link modem. This allows fast resolution to problems.
	Three levels of support are provided to meet your needs.

End user support. This is provided by a non-technical support person and is designed to answer most user questions.
Advanced user support. This is provided by a technical person that has a programming and systems background. This is designed to address questions and problems that are of a simple technical nature.
Technical support. This level is provided to address questions and problems that require a complex technical solution. This is normally provided by one of our program managers.

	Primary and a secondary support person. Your support person knows you and your business, this allows them to be very responsive to your needs.
	New releases of software. New releases are sent to all of our users as part of the service provided. New releases include enhancements to the software as well as any corrections to problems found in the current software.
	Support of custom changes. IMS fully supports all custom changes done to meet your special needs. If IMS makes changes to the system we will ensure that these changes are in ALL future releases and that they work correctly. This reduces your cost to install a new release. Many software companies charge you to put your custom changes into the next release. Why pay twice for the same change?
	Customer training. The IMS support staff provide on-going training for users. This training is in the form of new release classes and new release documentation. In many cases it’s in the form of specialized training to meet your needs.

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