Technical Support and Hotline

Our experts are ready to help you. They will provide technical support by telephone or email while you are implementing and managing your mobile solutions.

• Support in French or English
• Concerns:
  • Servers,
  • Devices,
  • The developed applications if applicable.

 

Hotline access and operation:

• Accessible by phone on +33 (0) 892 68 01 08 or email (support@ibelem.com),
• Available 5 days a week from 8:30am to 6:30pm (24/7 as an option),
• Ibelem appoints an account manager to provide personalized support,
• Ibelem makes its tickets available for consultation and keeps the customer informed of the progress on open incidents,
• Extranet access is also available,
• Response time commitment: incident acknowledgement time is 1 hour maximum.

 

Ibelem experts analyze the incident so theycan resolve the problem after opening an incident ticket in the help desk tool:

• Analysis of logs to find out the problem,
• Server or device patch notification,
• Updating of server (BES, etc. in contact with your teams for planning and impact),
• Correction of the problem on the platform.

Several actions may be carried out after acknowledgement:

• Incident resolution: return of the full incident ticket to the customer’s designated person,
• Triggering of an on-site intervention after agreement by the customer.