Support and Managed Services

Global support options to fit your organisation needs

Support Overview

TEAM IM provides a range of support services, across a wide range of systems. Our organisation brings years of technical and business experience in providing application support, we have designed our service delivery to offer the maximum value to our customers. This includes:

A personal touch to support delivery
Direct access to Support Services via Web, email or phone
Access years of experience and hard to find skill for a fraction of the cost of hiring
Automated escalation management
Technology provider ticket management and escalations

TEAM IM_Web Graphic_Support and Managed Services

How TEAM IM Support Services helps your organisation:

Manage Your Risk

By choosing a support service from TEAM IM, you transfer the risk associated with system support from your organisation to us. Customers look to TEAM IM to keep their systems operating and up to date. You can choose a support option that provides certainty over costs and SLAs to fit your organisations needs and requirements.

Augment Your In-house Skills

While many organisations have their own IT departments, they may not have the right skills or the right level of skills to support a new service. The size of your organisation and your IT skills determines the service TEAM IM provides to you.

Integrated Systems Management

As systems become increasingly integrated with other systems over time, the support challenge of dealing with a variety of suppliers increases. TEAM IM provides a single point of contact for you and can coordinate support efforts across the multiple provider partners and system components.

Cross Organisation Collaboration

TEAM IM Support Services provides a single point of contact for all involved parties and applies a consistent set of processes and procedures regardless of the customer organisation. We also maintain a view of the service across all customers facilitating trend management and problem tracking.

Our clients seeing success with Managed Services

Enhanced Support and Managed Services Features

Key features of our Enhanced Support and Managed Services include:

Software Maintenance

Receive software patches and updates
Access to the TEAM IM ticketing system for reporting issues with the TEAM IM or Partner Software
Business Hours
24/7 for Severity 1 issues

Ad Hoc Enhanced Support

Yearly Contract
- Access fee
- Pre-Determined number of hours or service credits. Capability to purchase additional hours or service credits during the contract period.
Can be used for Support, Application Development/Configuration support
Initial Response SLAs
Business Hours

Enhanced Application Support

Yearly Contract
Pre-determined number of hours/service credits per month. Additional hours may be purchased during the contract period
Assigned Technical Account Manager
Monthly Reporting
Monthy review calls
Can be used for Support, Application Development/Configuration support
24/7 for Severity 1 issues
8:00am to 5:00pm Customer local time zone
Automated Escalation Management

Application Managed Services

Full turn-key managed services for your application
Hosting (AWS, Azure or OCI/TEAM Cloud) or On-Prem
Configurable SLA’s
Proactive System Monitoring
Proactive pre-approved updates including patches.
Assigned Technical Account Manager
Monthly Reporting
Automated Escalation Management
Weekly Status Call
Quarterly Review

Supported Systems

M-Files

M-Files 2018 / 2019
M-Files Online
M-Files Platform
M-Files Add-ons and Customisations

Microsoft

Azure
O365
SharePoint
PowerBuilder
PowerBI

Oracle / TEAM Cloud

WebCenter Content, Imaging & Capture
WebCenter Forms Recognition
Oracle Content and Experience Cloud
Oracle RDBMS & Autonomous Database
Oracle Cloud Infrastructure - IaaS and PaaS
APEX
TEAM Cloud

TEAM IM

M-Connect
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