Ready to Schedule Your Call? Have a General Question? Contact Us Today!
If you have questions or would like to schedule a consultation to discuss how IMS Solutions Group can help you, please fill out the form below and our team will be in touch soon.
Contact Info
156 Milestone Way, Suite C6, Greenville, SC 29615
Locations
Charleston, SC
Spartanburg, SC
Greenville, SC
Cincinnati, OH
Asheville, NC
Prefer to contact your local rep?
The IMS team is here to provide you with the insights and support you need to navigate your technology challenges. Whether you’re looking for tailored solutions or expert advice or simply want to explore how IMS Solutions Group can elevate your business, we invite you to connect with your IMS local rep. Reach out today and discover how we can partner together for success.
Tim Morrissey
Tim brings over 25 years of experience in technology solutions, helping businesses simplify IT and find cost-effective strategies for growth. He specializes in guiding SMBs to modernize their IT and improve data security while staying within their budgets. Passionate about serving others, Tim leverages both native services and his extensive network to deliver impactful results.
Tyler Robertson
Tyler has extensive experience in the tech industry, beginning on the distribution side and eventually transitioning into a client-facing role. He enjoys helping businesses solve their technical frustrations while building strong IT infrastructures. Outside of work, Tyler loves spending time with his wife and two kids, enjoying the outdoors, and watching sports.
Sam Dorsey
Sam is passionate about helping customers find the right solutions, which led him to join IMS. He is dedicated to contributing to the local Charleston tech community’s growth. Inspired by Jeff Bezos’ approach to applying innovative solutions, Sam seeks to drive impactful results. In his free time, he enjoys waterfowl hunting, conservation, and playing golf.
Frequently Asked Question
What SLA do you provide for customers?
As part of our SLA, IMS operates under a 4-hour response time (maximum). Our framework is built on ITIL standards and considered best practices in our industry. Additionally, one of our operational goals is same day resolution on all tickets; as such, we motivate our staff to drive issues to resolution, quickly and accurately.
As a customer, what is the best way to start a support ticket?
There are two best practices for requesting help from IMS: use our customer portal or, for emergencies, call. If you have an outage (what we call P1 or P2 issues), pick up the phone and call immediately. If you have a request or want to schedule service, click on our logo from your system tray or open the webpage portal.mymsp.app. From within the portal, click on “Support” from the left side and then chose the appropriate option.
Does IMS provide 24 x 7 service desk?
Our standard operational hours are 8a to 6p ET. After hours, our phone service will triage or catalog incoming calls. If there is a service outage caused by infrastructure or network, we have escalation engineers on call 24 x 7 x 365.
What does your helpdesk service provide?
This service, from 8a to 6p ET, allows our subscribers to get help with accessing and operating their workstations and navigating business standard applications from the Microsoft Office suite. We provide the low-level assistance from password resets and account management, up to troubleshooting remote access and managing third party application vendors.
As a customer, even if I don’t subscribe to the helpdesk service, can I still use your helpdesk?
Yes, but there will be an additional cost for that support. We bill on 15-minute increments and charge between $150 and $250 per hour, depending on the timeframe, urgency, and complexity. For the rare and occasional ticket, this is a very cost-effective way to get the help you need when you need it. Please understand that SLAs apply to subscribed services, and these requests earn priority due to commitments.
Does IMS do break-fix computer/server work?
We are not your traditional managed services provider. We require workstations and servers to maintain manufacturer (or other) warranty and will manage the vendor to resolve break-fix issues. Our preference is deploying services that are ultimately resilient and flexible, quite often helping our customers navigate digital transformation into cloud-based solutions.
What is HaaS (Hardware as a Service)?
This service allows IMS to provide our customers with a fully managed network, including hardware and licensing, at a low monthly rate. This style of service converts costly networking appliances from a Capital Expense to an Operational Expense. Quite frequently, this model’s total cost of ownership is less than what you would pay another company to procure and manage a network.
What does support look like during a holiday?
IMS follows the national holiday schedule with two exceptions at Thanksgiving and Christmas (we have two days around those holidays). Our phone service will triage and catalog issues during holidays and if there is a high-priority outage, our escalation engineers are contacted (who are available 24 x 7 x 365). We wish the gremlins didn’t come out during holidays but somehow, they don’t always comply with our wishes.
Do you provide cyber security services?
Yes we can. The best way to help secure your environment is by talking to our teams and sharing what problem(s) you are trying to solve. We maintain in-house security expertise, best-in-practice security tools, and partnerships with industry-recognized providers.
As a customer, how will you communicate with me and my company?
Each customer is assigned an Account Executive and a Technical Account Manager. We have established cadences of proactive outreach where we review your needs and services, as well as inventory, lifecycle, security, and more. Additionally, important company information is shared via our customer portal, website, and newsletter. Lastly, our service desk knows how to drive resolution to all your needs. Submit a ticket with your question and they will insure it is answered promptly.
Copyright ©2024 IMS Solutions Group
Contact
Locations
Charleston, SC
Spartanburg, SC
Greenville, SC
Cincinnati, OH
Asheville, NC