Our Services
/
Support & service
technicians specialized
in our solutions
service centers
worldwide
Services & support IER
The mission of strategic ecosystem managers (air and public transportation, retail, logistics) is to provide their customers and users with a unique experience in constantly evolving environments.
TCO (total cost of ownership) must be managed throughout the solution’s lifecycle.
Upgrades, reconfigurations, or updates must be carried out at the lowest possible cost while limiting downtime.
Only a reliable partner with a broad range of expertise can contribute to these objectives in a flexible, reliable, and efficient manner. As an experienced provider of service solutions, IER enables its customers to benefit from the latest technological advances and apply them to environments where reliability is essential.
A turnkey service
During service operation, a Service Project Manager is responsible for monitoring the scope of deployment and maintaining operational conditions. They are responsible for monitoring operations and service quality. In this context, they establish and monitor performance indicators, analyze and coordinate the implementation of improvement measures, and provide dashboards of defined indicators.
To ensure the availability of your solutions, our teams provide proactive monitoring and 24/7 Level 1 and Level 2 telephone support.
Monitoring and support (level 1): proactive monitoring and 24/7 support, incident management, qualification, remote assistance, escalation level management.
Administration and support (level 2): 24/7 support, server and database administration, complex incident analysis, software updates, configuration management.
Ensure the availability and performance of your critical solutions with our operational maintenance contracts: deployment/installation, on-site maintenance, workshop repairs, provision of replacement equipment, advance exchange program. Spare parts: provision of spare parts, inventory management (storage, reconfiguration).
A trustworthy partner
Workshop repair
Early exchange, website for managing return merchandise authorizations (RMA), reverse logistics, and recycling.
On-site maintenance
Response time commitment (GTI) or resolution time commitment (GTR) from H+4 to D+2.
Project management
Implementation of service solutions, reporting, statistics, contract management, steering committees, progress plans, performance analysis.
Deployment
Management, configuration, installation, and on-site support, commissioning, and testing.
Support and administration
Proactive administration, supervision, and support 24/7.
Audit & consulting
Audit of existing services, advice, and design of customized service offerings.
Workshop repair
Early exchange, website for managing return merchandise authorizations (RMA), reverse logistics, and recycling.
On-site maintenance
Response time commitment (GTI) or resolution time commitment (GTR) from H+4 to D+2.
Project management
Implementation of service solutions, reporting, statistics, contract management, steering committees, progress plans, performance analysis.
Deployment
Management, configuration, installation, and on-site support, commissioning, and testing.
Support and administration
Proactive administration, supervision, and support 24/7.
Audit & consulting
Audit of existing services, advice, and design of customized service offerings.