Technical Support

ISM Services, Inc. is an expert in delivering customized infrastructure workplace management solutions (IWMS) for our customers. We have hand-picked our staff with the appropriate experience and expertise that our clients seek. Additionally, we employ a staff that maintains the highest levels of security and are capable of performing services in highly secure areas of government.

When it is necessary, ISM leverages client support with the Global ARCHIBUS Business Partner community. ISM choose strategic partnerships based on past performance and reputations in the community, selecting business that will provide the best partnership for each client, specific to their needs. We are prepared to expand our partnership in support of the TCPN Member Agencies as necessary, from within the Business Partner community, assuring that all partnerships provide TCPN Member Agencies with the same level of support that they deserve.

ISM support is managed through our main office location in Carmichaels, PA, but calls and emails may be routed to our other location, remote employees throughout the US, or any of our strategic partners. Because we are able to work with other Business Partners, we are able to quickly respond to the customers needs.

ISM Support is categorized as follows:

Priority Level 1 Description An issue that keeps a user from performing essential daily functions within the ARCHIBUS Application.
Response Time 6 hours - Verbal acknowledgment of receipt of Technical Support Request and identification of Customer Service Representative (CSR) assigned to address the Technical Support Request.
Resolution Plan Immediately and continuously work until Error correction or acceptable Workaround is achieved. If acceptable Workaround provided, continue work during business hours to provide Error Correction unless otherwise agreed in writing.
Escalation Plan Escalate if no correction or acceptable Workaround provided in 24 hours.
Priority Level 2 Description An issue that keeps a user from performing non-essential daily functions within the ARCHIBUS Application.
Response Time 12 hours - Verbal acknowledgment of receipt of Technical Support Request and identification of Customer Service Representative (CSR) assigned to address the Technical Support Request.
Resolution Plan Error Correction or Workaround provided within 3 days. If acceptable Workaround provided, continue work during business hours to provide Error Correction unless otherwise agreed in writing.
Escalation Plan Escalate if no correction or acceptable Workaround provided in 3 days.
Priority Level 3 Description An issue that does not impact a user's ability to perform daily functions within the ARCHIBUS Application.
Response Time 24 hours - Verbal acknowledgment of receipt of Technical Support Request and identification of Customer Service Representative (CSR) assigned to address the Technical Support Request.
Resolution Plan Error Correction or Workaround provided within 1 week.
Escalation Plan Escalate if no correction or acceptable Workaround provided in 1 week.

Training Services

Since opening in 2004, ISM has hand-picked an experienced staff of training and support service providers for the ARCHIBUS system and their customers. Additionally, we are prepared to delivery two training options, based on the needs of your organization and preferred teaching style. These options allow organizations to choose what they are most comfortable with.

TRAINING OPTION A -- WEB-BASED LIVE TRAINING
ISM offers web-based training for a recommended group of up to 15 people. This training is live, where questions can be asked during the session, and users can interact with the trainer. This training must be schedule with the Trainers, at least three weeks in advance. In addition, to the module specific training session, you can also contact ISM for customer training offerings, we will work with you to determine the best training solutions to fit your needs.

TRAINING OPTION B -- ON-SITE TRAINING
In addition, to the web-based training option, ISM can provide on-site training. An experienced trainer will come on-site at your facility and provide your organization with training tailored to your organization and its planned use of the ARCHIBUS system. Trainers can be on-site for one to many days, and are there to focus on servicing you as a client.
Studying

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Have a question about our services or what we can offer you and your business? Reach out to us to see what we can offer!

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