Support Services

Global Support. Local Expertise. Maximum Uptime.

Your document processing operations are mission-critical, and downtime is not an option. That’s why ibml delivers comprehensive hardware and software maintenance services designed to keep your systems operating at peak performance while minimizing business disruption.

With direct service coverage across the United States, Canada, United Kingdom, and Germany, and a network of authorized service partners worldwide, ibml provides responsive support wherever your operations are located.

Hardware Support Services

Preventive Maintenance

Proactive maintenance helps maximize system reliability, optimize performance, and extend equipment life. Our certified service professionals perform scheduled preventive maintenance services that include inspection, cleaning, calibration, and performance verification to identify and address potential issues before they impact production.

Break/Fix Repair Services

When unexpected issues occur, ibml’s experienced technical support team responds quickly to restore system functionality and minimize downtime. Our hardware support services include:

• On-site diagnostics and repair
• Component replacement and configuration
• Performance optimization
• Escalation management for critical issues
• Access to certified technicians and authorized service resources

Flexible Service Level Agreements

Support coverage varies by region and customer requirements, with standard offerings that may include:

• 8x5x4 (8 hours per day, 5 days per week, 4-hour response)
• 8×5 Next Business Day (NBD) support

For organizations with more demanding operational requirements, ibml offers customized service levels up to and including:

• Extended business hours coverage
• Multi-shift operational support
• Holiday coverage
• 24×7 mission-critical support services

Software Support Services

Keeping software current is essential for performance, security, and operational efficiency. ibml’s software maintenance program ensures customers benefit from continuous improvements and ongoing product innovation.

Software Updates & Enhancements

Our software lifecycle management includes:

• Two major software releases annually
• Multiple minor releases throughout the year
• Bug fixes and performance improvements
• Security updates and patches
• Feature enhancements and usability improvements

Customers receive access to the latest software updates to help maintain system stability, security, and compatibility with evolving business requirements.

24×7 Help Desk Support

ibml operates a 24×7 support desk that continuously monitors and responds to customer support requests. Whether the issue involves hardware, software, system performance, or operational questions, our team is ready to assist.

Our support organization provides:

• 24×7 incident intake and monitoring
• Hardware and software troubleshooting
• Technical assistance and guidance
• Escalation management
• Coordination of field service resources when required
• Ongoing case management through resolution

Why Choose ibml Support Services?

• Direct service organization in the US, Canada, UK, and Germany
• Authorized global service partner network
• Preventive and corrective maintenance programs
• Flexible SLA options tailored to business needs
• 24×7 help desk support
• Regular software updates and security maintenance
• Experienced technical and field service professionals
• Global coverage with local responsiveness

Keep Your Operations Running Without Interruption

From preventive maintenance and on-site repairs to software updates and around-the-clock technical support, ibml delivers the expertise, responsiveness, and coverage needed to maximize system availability and protect your investment.

Contact ibml to learn more about maintenance plans and support options tailored to your operational requirements.