ips

Support Programs PDF Print E-mail

Your business realizes that when looking for support, one size definitely does not fit all. IPS appreciates the fact that a flexible support model is required to truly help the customer during crucial times. Most importantly, the process of obtaining support must be easy and simple to understand to ensure expectations are met.

IPS has designed several engagement models for supporting the technology of your organization. Regardless of the model, the common features include:

  • 24/7 trouble ticket system
  • Initial problem assessment to set expectations on time until resolution to save both time and money
  • Post-mortem communication after ticket resolution to ensure customer satisfaction and feedback for improvement
  • Access to the Client Portal for ticket tracking, software downloads, and knowledge base articles, including a specific document repository to assist troubleshooting

The highest level of support available is tailored to our managed services clients. If you are interested in this program, please see the Managed Services section. This level of support is highly customized and for more details, please log on to the Client Portal.

Gold Level Support

  • 8am - 5pm PST, 5 days/week telephone support
  • Emergency telephone support during non-business hours, 4 hour response time
  • On-site dispatch as required
  • Critical device substitution available next business day

IPS offers Gold Level Support for Nokia, Check Point, NetIQ, Riverbed, and Blue Coat.

Silver Level Support

  • 8am - 5pm PST, 5 days/week telephone support
  • Emergency telephone support during non-business hours, next day response time

IPS offers Silver Level Support for all their Partner products.

Customized Support

Due to the technical depth of the IPS team, there is customized support available for other IT requirements. Please note that this is subject to availability of the resources, however you can be assured it will be the same resources handling the customized ad-hoc ticket as a managed service ticket, the difference only being the priority.

Troubleshooting expertise that is available in the Customized Support model include:

  • Microsoft Active Directory
  • Microsoft Exchange/IIS
  • Microsoft Sharepoint
  • Microsoft Dynamics (Navision/CRM)
  • UNIX and Linux administration

IPS is ready to help.  Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it or one of the numbers on the Contact section for immediate pricing and rates.