Reliable support is one of the core values for IMS as a company. We provide 24/7 support for business clients with all broadband connections monitored and managed from our Network Operating Centre (NOC) located in Limerick. Engineer calls out services are available within standard business hours with emergency engineer call out services available when required. We provide robust Service Level Agreements (SLA) for all services provided giving the client piece of mind safe in the knowledge that IMS will respond when an issue occurs.
All service issues reported by phone or email are added to our cloud based service board and are assigned to an engineer to resolve. Monthly, quarterly, or annual reports are available on request by the client highlighting the number of issues raised, the resolution, the time taken to resolve, and the nature of the problems occurring.
Our support team are constantly working to improve the support process and support experience for our clients. Our support email is monitored 24/7 and our primary office number (+353 61 310752) is always answered to log issues and assign them to the relevant personnel. All feedback is analysed and used to improve the way we do business, you can tell us what you think by filling a form on our contact us page or by emailing email@example.com.