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.
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.