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    • What to expect from our support service
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What to expect from our support service

Logging a support request

Our preferred method is for you to log a support request is to email support@imgs.ie because this way;

1. you have a record of logging the request,
2. you can easily attach files as necessary to demonstrate your problem,
3. we have your correct email address for replying to you, and
4. you can do this at any time – 24 hours a d ay 7 days a week.

You can also log a support request via this website or by telephone (+353 1 278 5077) between 09.00 and 17:30 Monday to Friday excluding Irish Public Holidays.

Information to include

When you log a support request, please include as much of the following information as you can…

1. Your name and contact details
2. The software and versions you are using, and the application
3. Description of the problem and as much evidence / log files etc. as you can
4. If possible a description of the circumstances needed to recreate the problem
5. Whether or not the software is currently in a live environment or a test / development environment
6. The impact this problem is having on your business.

Case Number, Engineer and Priority Assignment

You will receive an email confirmation with the problem Case Number, Assigned Engineer and Priority Assignment.  The priority assignment is based on the impact of the problem on your business.

Engineer Call Back

Our assigned engineer will contact you to discuss the problem and to see if we can resolve this immediately – perhaps it is a local configuration problem – or if it needs further investigation.

Resolution Plan

If the problem is not solved on first call back – our engineer will do some preliminary investigations and write back to you by email with a high-level resolution plan – identifying the steps we will be taking to investigate and close this problem.

Status Reports

During a problem resolution we will send you regular status reports so that you know what is happening.  The frequency of these reports depends on the priority assignment of the problem.  Ongoing problems are escalated to IMGS management.  All outstanding issues are reviewed by IMGS technical management on a weekly basis.

Formal Closure

When we believe that we have solved a problem – or if we cannot solve a problem because we are still waiting for critical information from you – we will write to you by email to formally close the problem.

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Spatial Transformation Services