IMS Premium Support/Help Desk

The IMS Premium Support/Help Desk is designed to provide assistance to clients who subscribe to the IMS Premium support program. Through our experience and expertise, IMS is able to provide clients with a higher level of support and a quicker response time compared to other available resources.

Program Inclusions and Details

Minimum 8 hours/month. Contact your IMS representative for pricing information.
Hours of operation: Monday through Friday, 8:00 a.m.–5:00 p.m., CST. Excludes US holidays.
Normal response time is 24 hours or less
Base services include generic Oracle Primavera P6 assistance and generic project management information.
All client requests tracked through online help desk and a ticket number issued for each individual client request.
IMS Consultant is available to answer questions via helpdesk.
30-minute minimum time increment for both standard and priority requests.
Clients must be currently subscribed for the Oracle support program and have a valid CSI number for the duration of the IMS Premium Support contact in order to be eligible for this service.
Client to set up internal authorization procedures for utilizing the IMS Premium Support hotline for response requests
Initial 1-year contract
For client-specific level of support, IMS must, at an additional cost to the client, perform an on-site 2-5 day requirements assessment to determine how best to provide the client with this higher level of Premium support commitment

Download the IMS Premium Support brochure .