Global Support & Consulting Services

IFS Success™ brings our unique service offerings together into one commercial agreement so that customers can choose and combine offerings which add the most value to their business. Services such as IFS Application Management Services™, IFS Value Assurance™ and IFS Safeguarding™ are all available under this subscription model. When combined, our customers also benefit from a Customer Success Manager, coordinating the services and aligning them to a long-term business improvement plan.

IFS Application Management Services™ (AMS) provides streamlined efficient day-to-day operational support. It covers the full set of requirements from a triaged service desk, through operational services (technical execution, configuration, data management) through to more complex expert cases.

IFS Select™ and IFS Success™ – IFS Application Management Services™ “AMS” is a global service line, drawing on a wealth of expertise from decades of supporting customers’ operational needs.

AMS works on a case basis. Customers agree a monthly baseline set of usage for an extended period of time. IFS then provides a leading service from its 1400 strong organization with experts prioritized to assist against a formal set of SLAs.

Through the IFS Select™ and IFS Success™ frameworks, customers can benefit from advanced business outcome management. This requires deep IFS solution expertise coupled with an in-depth understanding of customers expected business goals.

IFS Value Assurance™ is structured over a multi-year engagement to ensure your solution delivers the intended business performance outcomes and aligns to your dynamic strategic goals. Working with the customer, IFS establishes the most meaningful set of KPIs to their business and then builds an integrated KPI dashboard showing business performance in real-time. Benchmarking and continuous improvement are the key to applications unlocking business value. IFS Value Assurance™ enables customers to achieve this in a structured, predictable way.

This is a different way of working and IFS is investing heavily in its Solution Architects and the Value Engineering Framework. Our software has the capability and many customers are already maximizing this, but IFS wants ALL customers to benefit from this model and challenge their respective markets.

The IFS ecosystem is growing rapidly and our customers today have a wealth of choice from niche local industry specialists to global System Integrators. IFS is committed to providing customers choice in how they deploy their software and our service organization is designed to support customers and partners in all scenarios.

IFS Safeguarding™ provides a structured engagement with IFS to support the delivery of partner-led or self-managed projects. This can range from a defined set of risk mitigation and project/solution expert services to co-delivery with our partners. We also offer an experts on-demand service to partners to ensure the domain experts can be available at the time of need for their deliveries.

The experience and expertise exist within IFS and our partner ecosystem to find the optimal mix for every customer, regardless of size, situation or complexity.

IFS Select™ brings the best of IFS to the fore. Intrinsic value management? A hands-on approach to partnership? Joint-strategic goal setting? The top professionals in their field? IFS Select™ ties it all together with a practical and pragmatic approach to delivering service and support. Building on the components in IFS Success™, IFS Select™ allows our customers to access the entire services and support portfolio on an ongoing basis.

The IFS Support mission is to provide our customers with a single, easy-to-use, seamless conduit into IFS and its knowledge products and services. IFS support provides skilled functional and technical assistance for issues related to our customers’ IFS products. Our goal is to ensure that customer issues are resolved in a timely, efficient and accurate manner, leading to increased customer benefits and greater customer satisfaction.

IFS Support is dedicated to delivering the best available services globally, consisting of multiple support centers around the world to ensure rapid response  and knowledge about our customers’ local conditions.

Download the IFS Support Services Catalog

Download the IFS Support Operations Guide

Download the IFS Global Support Policy

Gold Services is designed to keep the product up to date, provide access to next releases and resolve product related issues upon request. To maintain the solution, we assist customers by:

• resolving errors and malfunctions in the software,
• pro-actively making available the latest fixes, updates and versions of the licensed software,
• providing tools, methods and best practices on how to install, configure and manage the overall IFS product landscape.

Gold Services include:

• 24/7 critical responsiveness
• IFS aims to REACT within 15 minutes to all cases
• Support services
• Maintenance

Platinum Services address business critical solution needs through 24/7 case handling, guaranteed SLAs, and Customer Care Advocacy. To support the solution, we assist customers by:

• providing expertise to assist in restoration of service activities,
• participation in investigation of issues affecting the wider business critical solution (e.g. customisations, reports, interfaces, data, platform, infrastructure),
• providing guidance and advice how to overcome the root cause of the critical situation,
• personalising a pro-active experience throughout the lifecycle.

Platinum Services includes:

• 24/7 Support Services
  - IFS aims to REACT within 15 minutes to all cases
• Priority Queuing
• Service Level Agreement
  - 30 Minute Initial Response, Resolve within 4 Hours for Severity 1 Cases
  - 2 Hour Initial Response, Resolve within 16 Hours for Severity 2 Cases
• Customer Care Advocacy
  - This service provides that IFS during normal business hours will assist the Customer with monitoring and prioritizing all open cases, schedule quarterly case reviews and provide case summary reports at a date agreed between IFS and the customer. The customer care advocacy will also provide any coordination needed to ensure on-time delivery of scheduled updates and fixes.
• Proactive Updates
  - Proactive delivery of updates to an agreed schedule, so no need to order updates
  - Includes merging of customizations
  - Always on the latest version, preventing users from experiencing unknown errors for which fixes exist

These services may be added to either support package:

• Customization support
  The provision of support services for all customizations developed and approved by IFS. This includes correction of faults that prevent the customization from working as described in the specification as well as alterations of core updates and fixes to ensure that they function as designed in conjunction with the customized software.
  
  
• Additional instance
  This service provides support services for an additional source code-controlled instance. When selecting this option, you may choose a different primary region to provide support services if needed.
  
  
• Extended support
  This service prolongs the support period as described in the Support Policy. Licensed software will be maintained to operate in conformity with the software documentation after the original/standard support period has ended.

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