Levels of Support IBERTEK Ltd's support can be provided at one of three levels of service: | Basic | 9am – 5pm, Monday to Friday Excluding UK Public Holidays | | Fast Track | 8am – 8pm, Monday to Friday Excluding UK Public Holidays
| | Continuous | 24 hours a day, 365 days a year |
Patches and Upgrades Each Support Service Level and Support package includes an element to ensure receipt of patches and upgrades. This means that point upgrades, e.g. from version 8.01 to version 8.02, or from version 8.2 to version 8.5, and whole version upgrades, e.g. from version 8 to version 9, as well as specific patches that may relate to security or performance, will be made available. Logging a support call IBERTEK Ltd will provide first line support for the Service Desk Express Suite (SDE). Second and third line support will be supplied by BMC as and when required. Realistically, given the breadth of experience in the SDE product set, that IBERTEK's employees have, this only occurs on the rare occasions of a discovery of a bug in the software. As an Elite and Level One Support partner, IBERTEK Ltd have direct access to the SDE development team to ensure speedy resolution of issues at the code level. Support calls may be logged via the on-line support portal, by E-mail or Telephone. Your specified contact personnel will receive confirmation emails upon an incident being logged, and will be the escalation notification recipients.
Internet: http://support.ibertek.com/helpdesk
E-mail: support@ibertek.com
Phone: +44 (0)1344 206135
For more information reqarding Ibertek support, please contact our Sales department either by email: sales@ibertek.com or by phoning +44 (0)1344 742835.
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