SUPPORT
World-class service for every customer
We offer unlimited access to
world-class technical support
for every IOI customer.
IOI Global Technical Support
With our HelpDesk, you’ll always have access to IOI’s Global Support Network. By using our secure technical support portal, you can rest easy knowing your mission critical systems have the industry’s leading support team working with you.
With IOI’s HelpDesk and support@iointegration.com our team is always just a click away.
Features and benefits of IOI support:
Worldwide support
Coverage in
every time zone
Expertise
Work with experienced
IOI support engineers
One-Stop Shop
Comprehensive hardware, software, and workflow coverage
Speed
Prompt response to all new and updated tickets
Oversight
Monitor support tickets, product information and manage contacts
Manufacturer Support
IOI will work directly with manufacturers to resolve issues
Centralized Support
Single point of contact for all support issues to avoid potential conflict
24/7/365
Round the clock coverage available
Sleep Easy with 24/7
Remote System Monitoring
For even more coverage, we offer proactive Remote System Monitoring and Analytics with IO Monitor. This solution remotely monitors and supports your mission-critical servers and applications, helping us find and fix issues before you are even aware they exist.
Features
- 24/7/365 Automated System Monitoring of mission critical servers
- Automatically opens a HelpDesk ticket with IOI when an issue is detected
- Keeps you informed of issues via email
- Offers full statistical reports and graphs on server function, performance, and utilization
- Boosts your productivity and identifies server bottlenecks
- Quick, unobtrusive set up
IOI Standard Support Contracts
All support packages include:
IOI HelpDesk: our secure customer portal to manage your support tickets and product information
Phone and email support: directly call or email support@iointegration.com to resolve system issues
Emergency Support: Emergency support for mission critical down systems after hours
Remote Support: Through a secure portal, IOI can access your system to resolve issues remotely
Dedicated Support days: can be applied to system upgrades, training or system configurations
Support Levels
Silver
IOI Silver Support is our entry level support package that offers our basic coverage to address all of your support needs during standard business hours.
(8 hrs per day M-F)
Remote Monitoring: Available
Ticket Escalation: Not Included
Support Days Included (onsite or remote)
Gold
IOI Gold is our 2nd level of support and offers even more coverage to address all of your support needs with expanded business hours. (12 hrs per day M-F)
Remote Monitoring: Included
Ticket Escalation: Medium
Support Days Included (onsite or remote)
Platinum
IOI Platinum support is our most comprehensive standard support contract which expands support to 24 hours.
(7 days per week)
Remote Monitoring: Included
Ticket Escalation: Priority
Support Days Included (onsite or remote)
Custom Support Contracts
For customers with unique support requirements and/or complex configurations, IOI offers custom contracts designed to handle your special needs.
Contact us to discuss your custom support requirements.
Managed IT Services
Taking Your Coverage to the Next Level
Beyond our standard support contracts, IOI’s Managed Services ensures your business-critical systems are always at optimal performance.
IOI has the tools, expertise, and global delivery framework to help you achieve optimal system performance and business results. We offer a complete range of managed solutions for administering, monitoring, managing, and upgrading your systems. We can also help you establish service level agreements (SLAs), key performance indicators (KPIs), and user acceptance testing (UAT) frameworks.
Managed Services Include
Systems Administration
IOI can administer tasks including user management, log review, system backups, performance assessments, and managing log books. We can also work with your key stakeholders to ensure that everything runs smoothly in terms of system operations, capabilities, and enhancements.
Systems Monitoring and Management
IOI Service professionals can administer advanced systems monitoring, generate customized system reports, and review with your team. Through this service, you’ll get alerts for any performance irregularities and generate support tickets to resolve issues quickly.
Systems Upgrades
Through this service, IOI will schedule and manage upgrades and operating system patches, and verify system functionality following these operations.
Service Level Agreements
IOI can help establish your Service Level Agreement (SLA) by analyzing business requirements and defining response times, action plans, and critical service levels.
Identify Key Performance Indicators
We will also help determine Key Performance Indicators (KPIs) for archive and backup success, inventory accuracy, software license compliance, monitoring and alerting, and more.
User Acceptance testing
Lastly we will work with your User Acceptance Testing (UAT) team to analyze business requirements, develop a plan, execute tests, provide feedback, validate and resolve reported issues, and confirm business objectives.
IOI Support
Contact us to talk about your support needs. We’re here to help.
Have questions about your IOI Support Contract or need a customized plan?
Contact support@iointegration.com
SOLUTIONS FOR CREATIVE OPERATIONS
Learn More About Our Creative Operations Workflow Solutions & Services and How We Can Help Improve Your Business.
