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.

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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.

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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 for product Support and its deep product expertise. IFS support provides skilled functional and technical assistance for issues related to our IFS products. Our goal is to ensure that customers product 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.  We use a common support process enabled by a shared global information infrastructure, underpinned by the power of IFS and our experts worldwide.

Download the IFS Global Support Policy

Visit the Community to access support services, operation guides, and additional support documents

Gold is the baseline IFS Support Plan. Keep your product up to date, receive access to next releases, report issues, and receive resolutions to product related issues. With Gold Support IFS ensures the licensed software behaves according to committed and updated functional, technical and compliant specifications and is ready for productive use across the lifecycle. Gold support is offered only in local office hours and with best effort issue resolution.

With Gold Support we assist customers by:

• Resolving errors and malfunctions in the software
• Making available the updates and versions of the licensed software
• Access to the IFS Community for seeking community help, including knowledge and assets concerning how other customers, partners and IFS service teams have solved similar issues and access IFS Product documentation.

Gold Service include:

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

Platinum is the proactive IFS Support Plan. Address your business-critical solution needs through 24/7 case handling, guaranteed SLAs, and Customer Care Advocacy. With Platinum Support IFS will also proactively assist in making sure that the business-critical solution is available for productive business use.

With Platinum Support, in addition to the Gold support services we also 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. customizations, reports, interfaces, data, platform, infrastructure)
• Concerning product issues, providing guidance and advice how to overcome the root cause of a critical situation to mitigate its recurrence

Platinum Services includes:
24/7 support services

• This service provides 24x7 access (in English) to all the support services that are routinely delivered during normal business hours for standard product. IFS aims to REACT within 15 minutes to all cases

Priority Queueing

• Platinum customers are given priority to all cases and increased responsiveness for Severity 1 and 2 cases (defined in the Support Policy).

Service level agreement (SLA)

• This service provides guaranteed response and resolution actions times with penalty assessments if targets are missed. As outlined in the Support Policy.

Customer Care Advocacy

• This service provides that IFS during normal business hours will assist the Customer with monitoring and prioritizing all open Support 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 Service Updates and serve as an additional escalation function in regards of Severity 1 and 2 defects (defined in the Support Policy)

Proactive Service Updates

• At a predetermined schedule agreed between IFS and the customer, IFS will endeavor to highlight important Service Updates or new Release features, which would benefit the specific customer situation as per the Lifecycle release policy.

These services may be added to either the Gold or Platinum support packages for an additional cost:

• Additional Instance/ Code Line
  This service provides support services for an additional source code-controlled instance. For IFS Cloud, the Cloud Build-place supports one customer code line per build-place
  
  
• 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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