benefits and ROI while minimizing risks and costs is the
overall goal for all business. Our support services are
designed to achieve this goal. Providing services by people
who know the business and products, we help to maximize
benefits, and by providing new versions and enhancements
on leading technology we secure investments, maximize uptime
and minimize the total cost of ownership.
Maintenance & Support Philosophy
We support customers in maximizing utilization, uptime and
user satisfaction by providing responsive support services
and product enhancements throughout the life cycle from
implementation/customization to upgrade.
We continuously provide new software developments and enhancements,
which are packaged and issued as a main release approximately
every 12 months.
IFS Support Concept
The IFS Support Organization is dedicated to delivering
the best available support globally. Over 20 support centers
worldwide provide telephone support and ensure rapid response
and knowledge about our customers’ local conditions.
IFS Support is built on local support centers. The 1st and
2nd lines are located locally in order to meet support needs
in the local language and according to local conditions.
The 3rd line is located at our global development centers
to facilitate seamless access to the best knowledge at any
At IFS, R&D is never far away. We believe that in order
to provide the best support companies need access to the
best available knowledge. This is why the people who developed
the product are also a natural part of the support process.
The technical and functional expertise at our development
centers is always available as an escalation level.
This gives our customers the best of two worlds; local support
based on local knowledge, backed up by a global support
Life Cycle Support
IFS Life Cycle Support is our globally available support
infrastructure. The system allows us to keep track of all
customers and customer installations, as well as reported
cases and patches.
The IFS Life Cycle Support system enables life cycle support
for the entire software environment. This means that we
always retain an updated copy of the environment, both standard
and customized software, in order to be able to recreate
and analyze errors, changes and upgrades.
For our customers this means that we provide proactive support
on standard and customized applications through the whole
Internet Support Center
The support infrastructure also includes Internet-based
self-service applications providing easy 7x24 access to
IFS support. This gives the customer online access to our
global support system and all related information. The Internet-based
support center ensures unlimited, secure and free access
to on line support resources.
IFS delivers a comprehensive support offering. IFS Support
includes subscription to new versions and product updates
as well as access to a wide variety of support resources.
IFS Support is tailored to ensure that you get the most
out of your investment in IFS Applications.
Life Cycle Support continuously provide information
about all available patches and workarounds that relate
to a certain customer installation. This enables IFS
and the customer’s own IT department to monitor
and plan any actions with minimum delay to maximize
uptime and reduce disruption.
utilizing the Life Cycle Support system, we collaborate
with customers to perform in-depth impact analysis
when planning upgrade projects or other changes to
the system since we have structured and detailed information
about their entire environment, including customizations.
This enables controlled migration of customized code
and supports efficient handling of corrections or
further development of customizations.
Internet Support Center enable users to report, track
and manage issues 7x24. At the same time the customer’s
support team and super-users can enhance learning
by accessing the cumulative knowledge provided by
the solutions in the knowledge database. The local
support centers provide support in the local language
and contribute knowledge of local conditions. This
integrated support process ensures short and reliable
response times globally.
component architecture allows IFS to develop and refine
the business application in an efficient way and continuously
incorporate new functionality and technology. But
equally important it also enables our customers to
take a step-by-step approach in continuously refining
all or parts of their system to respond to changing
business requirements. The IFS Maintenance & Support
plan includes free access to new versions and product