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CUSTOMER CARE

Remote technical support for customers.

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  • Remote Technical Support 24/7
  • Remote Technical Support 8/5
  • Corrective maintenance
  • Remote connection
  • Customer Service Portal

Providing our customers with remote technical support all day, every day.

Value and Benefits

  • 24/7 technical phone support during emergencies.
  • Reduced machine downtime.
  • Customer contact within one hour of call.
  • Fast diagnosis.
  • Priority access to IMA Life Customer Care process.
  • Geographic time zone does not affect response time.
  • Help Desk Advance (HDA) tool allows the in-progress requests status to be monitored in real time. The customer closes the tickets and gives feedback on the service provided.
  • Option of full package flat rate or billing per ticket.
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Product service description

  • Troubleshooting: IMA Life technical engineers will give immediate phone support 24/7 and carry out a first analysis of the issue (investigation, diagnosis and potential solution).
  • Remote connections: IMA Life technical engineers can access the machine system for diagnosis.
  • Back office (Customer Care): if an immediate solution is not possible, the request will be immediately recorded in our managing/management system with highest priority and coordinated by an equipment specialist.
  • Sharing Information: all information and requests will be shared with the customer using a unique communication matrix (i.e. via Customer Service Portal and HDA).

Remote technical support to the customer available on working days from 8 am to 5 pm (GMT+1).

Value and Benefits

  • Technical phone support in case of emergency (working days from 8 am to 5 pm GMT+1).
  • Priority access to IMA Life Customer Care process.
  • Reduced machine downtime.
  • Fast diagnosis.
  • Help Desk Advance (HDA) tool allows in-progress requests status to be monitored in real time. The customer closes the tickets and gives a feedback on the service provided.
  • Option of full package flat rate or billing per ticket.
mail Contact us

Product service description

  • Troubleshooting: IMA Life technical engineers will give immediate phone support and carry out a first analysis of the issue (investigation, diagnosis and potential solution).
  • Remote connections: IMA Life technical engineers can access the machine system for diagnosis.
  • Back office (Customer Care): the request is immediately recorded in our managing/management system with high priority and coordinated by an equipment specialist.
  • Sharing Information: All the information and requests will be shared with the customer using a unique communication matrix (i.e. via Customer Service Portal and HDA).

Fast reaction time from IMA specialist engineers for on-site support.

Value and Benefits

  • IMA Life Field Service Engineers support available for emergencies thanks to a widespread network of branches and agents.
  • Fast reaction time for on-site support if the issue cannot be solved remotely.
  • IMA Life can propose a wide range of customised Corrective Maintenance Agreements based on customer installed base and budget.
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Product service description

  • Man/days quoted according to customer needs and equipment model/quantity.
  • Interventions invoiced according to actual days spent at customer’s site.
  • Immediate fast-track delivery for spare parts (see Premium Delivery) not available from customer stock.
  • Complete technical report: equipment condition and recommendation to restore it to its original conditions, plus suggestions for improvements.

Fast response: on-site assistance can be replaced by remote intervention.

Value and Benefits

  • Budgetary quote submitted when the agreement is signed, with the option of a budget for emergency remote connections.
  • Negotiation time reduced to zero.
  • Save money: no travel expenses, the customer pays only the actual time needed for the intervention (connection package).
  • Every intervention is agreed with the customer beforehand.
  • Machine down-time reduced to a minimum.
  • Only actual hours of connections/support are billed.
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Product service description

  • IMA Life Customer Care specialist will remotely access the equipment to check stored data, troubleshoot, and install new software updates (if needed and agreed).
  • User traceability: each router is provided with a specific certificate and is regularly registered.
  • Use on-demand: the router is normally switched off and turned on by the customer only when remote assistance is required.
  • OpenVPN is used to create a secure, encrypted, geographic private network: no changes to the customer’s firewall are required.
  • The VPN Server is managed by IMA; it has a built-in stateful inspection firewall and acts as a unique connection point between the IMA Life operator’s domain and the router domain.
  • Complete report: technical report submitted after connection.

Supporting your service and maintenance operators.

IMA Service Portal is the web portal for tracking the installed base and is the right place for reporting malfunctions and requesting quotes.

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