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Support - Managed Service

Dedicated Support

Our IFS Managed Service Desk is manned by full-time, IFS Academy certified practitioner consultants.

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Supported by the wider Cooper Software team, our support consultants offer multi-functional support and are skilled across all IFS modules, ensuring you have access to expert knowledge when you need it most.

With a comprehensive service catalogue ranging from ticket handling, administration, technical, and consulting services.

Our tailored approach allows you to use as many or as few of our services as you require. Our multi-tiered SLAs include 24/7 or business hours cover, call off, and ad-hoc support.

What’s more, you’ll be allocated a dedicated customer success manager who will proactively work on your behalf to ensure you are getting the most out of your IFS solution, anticipating issues, diagnosing problems, and offering guidance to keep your processes running efficiently.

Tailored KPI Reports

Gain visibility and measure incident resolution performance. we offer weekly, monthly, or quarterly reports on the KPIs that matter the most to you.

Whether you need to see the number or type of incidents raised, the average time to resolution, or visibility into issues that are still outstanding, we can tailor our reports to your exact requirements, as a measure of our performance.

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IFS Knowledgebase

Central to our capability is our comprehensive IFS Knowledgebase, which is a centralised online library of information based on the hundreds of projects we’ve undertaken.

Containing hundreds of intuitive guides, tips, outlines, and training manuals, all organised by product and IFS module, you can rest assured that you have access to the largest single source of IFS knowledge available.

We share these with customers to empower their in-house teams with the knowledge to easily solve recurring issues themselves, allowing us to focus on supporting you with the more complex aspects of your IFS solution.

IFS System Health Check

Optimise the set-up and performance of your IFS solution. If you are suffering from issues around IFS performance and set-up, we offer a comprehensive IFS system Health Check.

Conducted by our consulting team and detailed in a comprehensive report, we can undertake a full review of your existing IFS set-up, recommending areas for change and improvement, to enhance performance and ensure you are taking advantage of IFS’s full functionality.

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“The service desk team continue to excel, resolving many reported issues quickly.

The whole Cooper Software team are so approachable, we know that we can contact them at any time, for quick support.”

IT Manager, Intelligent Energy

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