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Incident Management Services (IMS)

Quick help when an accident happens

As long as everything runs smoothly, hardly anyone thinks about business documents. But imagine if you can’t print parcel labels. Then there will be no shipments to your customers and your warehouse will be at a standstill…

Our IMS department consists of a monitoring team that prioritizes, qualifies, screens and assigns all incoming requests depending on the nature of the query. The department solves inquiries that require immediate attention, such as: Lasernet issues that may impact your printers, ERP system, and other concurrent solutions, as well as:

  • Cases of production-critical nature, SLA
  • Escalations (major incidents)
  • Minor corrections
  • Problem handling
  • Change requests
  • Development and upgrades

“Just had your support to help with a task that I thought was totally hopeless. And they fixed it.. Again… Every time you solve the problem, no matter how complex it is. Just great!”

Morten Brøgger
Head of IT, Kvadrat A/S

IMS ensures the right help

When things go wrong, it’s nice to know that help is available. That’s why we have developed a range of Incident Management Services based on ITIL4 guidelines (Information Technology Infrastructure Library) with a focus on customer value and continuous improvement:

  • Service Level Agreements
  • Problem Management (trends in incidents, release notes, known issues)
  • Proactive services (IoT)
  • Customized SLA

Fast support with an IMS agreement

With an IMS agreement, our Incident Management Service team ensures you get fast and accurate help. They handle inquiries that require immediate attention, e.g:

  • Cases of a production-critical nature, SLA
  • Escalation (major incidents)
  • Minor corrections
  • Problem management
  • Solving and closing cases
  • Change request / change requests
  • Development and upgrades
Want to learn more about an IMS agreement?

If you’re a Tabellae customer, you can benefit from an IMS agreement, which guarantees you fast help with your solution in the event of a disaster.

Contact me to learn more about our Incident Management Services and how Tabellae can service your business after go-live.

Julie Vieth, Customer Operations Manager