IBS Helpdesk Support Procedure

IBS Helpdesk Support Procedure

IBSCY LTD
Clients can contact our support centre by email or phone to log requests via our ticketing system. Response times depend on issue severity, and a support engineer will follow up accordingly. Status updates are provided throughout troubleshooting, and clients are notified once the issue is resolved. Maintenance agreement holders receive benefits like priority response and 24x7 support (based on signed agreement).

CONTACTING TECHNICAL SUPPORT
PHONE SUPPORT
Call us at international: +357 25 25 45 53, UK: +44 (0) 20 36 70 17 69, GR: +30 210 74 81 400, Monday to Friday during business hours 08:30-13:00 and 14:30-18:00.
During non-business hours, 13:00–14:30, you will be prompted to enter your client-specific code if you are covered by a non-business hours agreement.
(Eastern European Standard Time = GMT+2 - Eastern European Summer Time = GMT+3).
EMAIL SUPPORT
Our recommended method is to submit all information requests, or technical assistant queries at support@ibs.com.cy. As soon as you send an email, you will receive a ticket number. An agent from our support team will respond to, according to priority and severity of the issue.
PORTAL SUPPORT
You will have access to our self-service portal, and you can use your account to raise support tickets and track their status.
For your portal credentials please feel free to contact our support team.
REMOTE SUPPORT
As part of the remote support an IBS engineer may sent a link/code for Zoho Assist, that allows for a remote connection on your computer.
IBS Support engineer will be able to troubleshoot / resolve a known problem or technical issue. As soon as the remote session is closed the engineer no longer has access on your device.
SUPPORT HOURS
Monday through Friday 07:00-18:00 (Eastern European Standard Time = GMT+2 - Eastern European Summer Time = GMT+3).
***25th-26th of December and 1st of January are excluded***

RESPONSE TIMES
The Helpdesk support will use the following guidelines when prioritizing tickets and start working on them within the stated response time. Escalation requests are considered on a case‐by‐case basis.

RESPONSE GUIDELINES
Remedial maintenance must begin within 8 business hours of a request. For major system breakdowns affecting most office operations, the Company will respond within 4 business hours if notified during office hours, or within 24 hours if outside office hours.