Service Level Agreement
IMIS Global offers three levels of support. Level 1 and level 2 support is usually performed by partners and / or customers following MariWeb system training. Where retraining is required, IMIS offers training on a regular basis.
The IMIS Global three levels of support are:
- Level 1 – Operational support to those that are users of the systems. Level 1 support deals with the functionality of the various systems and subsystems from an operator’s and administrator’s perspective.
- Level 2 – Configuration support for administrators that want to configure the system and / or attached base stations, AtoN and AIS receivers. This does not include AIS slot map investigations and planning.
- Level 3 – Software bugs and Hosted MariWeb hardware and PortWeb system software and integration issues.
The Hosted MariWeb platform is offered with a Service Level Agreement (SLA) that is governs the availability of primary features.
Bespoke MariWeb is offered with a Service Level Agreement (SLA) that is governs the IMIS Global response times and the resolution of primary feature software issues.