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IFS Maintenance & Support Philosophy
We support customers in maximizing utilization, uptime and user satisfaction by providing responsive support services and product enhancements throughout the life cycle from implementation/customization to upgrade. We continuously provide new software developments and enhancements, which are packaged and issued as a main release approximately every 12 months.
The IFS Support Concept
The IFS Support Organization is dedicated to delivering the best available support globally. Over 20 support centers worldwide provide telephone support and ensure rapid response and knowledge about our customers’ local conditions. IFS Support is built on local support centers. The 1st and 2nd lines are located locally in order to meet support needs in the local language and according to local conditions. The 3rd line is located at our global development centers to facilitate
seamless access to the best knowledge at any given time. At IFS, R&D is never far away. We believe that in order to provide the best support companies need access to the best available knowledge. This is why the people who developed the product are also a natural part of the support process. The
technical and functional expertise at our development centers is always available as an escalation level. This gives our customers the best of two worlds; local support based on local knowledge, backed up by a global support infrastructure.
IFS Life Cycle Support
IFS Life Cycle Support is our globally available support infrastructure. The system allows us to keep track of all customers and customer installations, as well as reported cases and patches. The IFS Life Cycle Support system enables life cycle support for the entire software environment. This means that we always retain an updated copy of the environment, both standard and customized software, in order to be able to recreate and analyze
errors, changes and upgrades. For our customers this means that we provide proactive support on standard and customized applications through the whole life cycle.
IFS Internet Support Center
The support infrastructure also includes Internet-based self-service applications providing easy 7x24 access to IFS support. This gives the customer online access to our global support system and all related information. The Internet-based support center ensures unlimited, secure and free access to on line support resources. Login
Comprehensive support
IFS delivers a comprehensive support offering. IFS Support includes subscription to new versions and product updates as well as access to a wide variety of support resources. IFS Support is tailored to ensure that you get the most out of your investment in IFS Applications.
Uptime
IFS Life Cycle Support continuously provide information about all available patches and workarounds that relate to a certain customer installation. This enables IFS and the customer’s own IT department to monitor and plan any actions with minimum delay to
maximize uptime and reduce disruption.
Full control through the whole life cycle
By utilizing the Life Cycle Support system, we collaborate with customers to perform in-depth impact analysis when planning upgrade projects or other changes to the system since we have structured and detailed information about their entire environment,
including customizations. This enables controlled migration of customized code and supports efficient handling of corrections or further development of customizations.
End user satisfaction
IFS Internet Support Center enable users to report, track and manage issues 7x24. At the same time the customer’s support team and super-users can enhance learning by accessing the cumulative knowledge provided by the solutions in the knowledge database.
The local support centers provide support in the local language and contribute knowledge of local conditions. This integrated support process ensures short and reliable response times globally.
Total cost of ownership
The component architecture allows IFS to develop and refine the business application in an efficient way and continuously incorporate new functionality and technology. But equally important it also enables our customers to take a step-by-step approach in
continuously refining all or parts of their system to respond to changing business requirements. The IFS Maintenance & Support plan includes free access to new versions and product enhancements.
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