Service Expectations

Under the guidelines below, IES Communications strives to deliver the best possible service. If your organization has chosen not to participate in IES retainer-based Service, Maintenance, and Response program, please consider contacting us to discuss the tremendous value of these services.

Our retainer-based agreements carry a higher level of service, management and even after-hours and 24/7/365 availability.  Please contact your account manager to discuss your service level options.

Warranty

For service and response requests in support of your IES provided work or otherwise please use the CRR process. The cost of this service may be fully or partially covered under your one-year IES Warranty period.

Please familiarize yourself with your IES Warranty. It is attached to the original sales order and was provided again at project acceptance. If you do not have your warranty statement at hand (or don’t care to look for it), an additional copy has been included with the customer service tab for your convenience.

Standard Response

IES daily response window for support is 8:00 am to 5:00 pm Pacific Time, Monday-Friday (excluding holidays).

Service requests will be handled in the order received and are typically resolved in 1-2 business days.

You should expect a call back or an electronic communication acknowledging your service request within two hours, M-F 8 to 5.

Priority and Integration (Requires Service Level Agreement)

Priority

All reported calls, service requests and maintenance efforts will be tracked via the CRR by Azimuth management. Each Account Manager and customer site contact is notified by the Azimuth technical resource/s assigned to your request. All service requests are electronically tracked and the status is available for viewing/updating online by the documented customer site contact.

Though we cannot predict or anticipate every condition, it is our intent to have issues resolved and/or a sufficient workaround in place in a timely manner to minimize system outage impact as detailed below:

• Service requests will be handled in the order received and are typically handled within the next business day.
• Phone and Internet support is included, M-F 8 to 5, excluding holidays.
• Customers can expect a callback or an electronic communication acknowledging their service request within one hour.
• Remote support and any applicable truck roll will be billed at the applicable rates, however priority service comes with a block of prepaid labor that can be utilized for handling many customer needs. Please refer to your agreement for details and an explanation of how the balance is managed.

Please speak to your Account manager for options to increase your service level.

Integration Support     PACs   Video

All reported calls, service requests and maintenance efforts will be tracked by Azimuth management via the CRR. Each Account Manager and customer site contact is notified by the Azimuth technical resource/s assigned to your request. All service requests are electronically tracked and the status is available to the documented customer site contact for viewing/updating online.

Though we cannot predict or anticipate every condition, it is our intent to have issues resolved and/or a sufficient work around in place minimizing system outage impact as per the agreement.

Integration support agreements are highly customizable; you must refer to your agreement to fully understand the applicable terms.

Example:

• Service requests will be handled in the order received and are typically handled within the same day.
• Unrestricted Phone and Internet support is included, same day resolutions.
• Customers can expect a callback or an electronic communication acknowledging their service request within two hours.
• Remote support and any applicable truck roll will be billed at the applicable rates however Integration service agreements comes with a block of prepaid labor that can be utilized for handling many Customer needs. Please refer to your agreement for details and how the balance is managed.
• Applicable MFG and their support teams will be made available to Azimuth for support, critical component manufacturers’ SLA is included.
• Management of critical hardware spares is included.
• Software and license management is included.
• Preventive maintenance program is included.

New Projects

For new project requests please contact your assigned Azimuth Account Manager. If you don’t know who your Account Manager is, please feel free to use this process and we will get you to the right person.