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Services

Service Plans

IES Communications offers very flexible service plans including dispatched service (response times usually one to three days to be on site unless it is a critical issue, then usually two to four hours), scheduled service and maintenance and full- time on-site support up to 24/7 coverage.
Our service team offers site walks, estimates and engineering services at no charge to the client as part of our resource enhancement program.

Experience as a Global Partner

Services we provide

24/7/365 Support Markets

IES Communications is a national partner to many of the Fortune 500 and 1000 companies across the US averaging $15M in annual sales and has been serving them for over 15 years.

Our national services group uses our proven proprietary project management process called (PMOS) as well as many other innovative tools, such as virtual QA inspections to ensure consistent, timely and quality delivery to each site across our national customers’ profiles.

We have created many programs for clients to manage and implement their national roll-outs, site support programs and other multi-site projects.

  • Large Scale retail national roll outs
  • AV Installs
  • Security
  • Selected IT Services
  • 24/7/365 to a four (4) hour SLA to support Level 1 and Level 2 data center tickets from our IES NOC in our Tempe, AZ branch.
24/7/365 support of a 4 hour SLA in the following markets:

-Phoenix          -San Diego       -Atlanta           -Sacramento   -Denver           -Detroit

-Nashville        -Norfolk           -Pittsburgh      -Portland         -Seattle            -Salt Lake

-Las Vegas       -Memphis        -Jacksonville    -Tallahassee    -Miami            -Boston

-Richmond       -Minneapolis   -Madison         -Santa Clara

IES Commercial, Inc. supports many local, regional and national customers by providing service, MACs, troubleshooting and maintenance services in every state in the US, including major, secondary and remote markets.

We support our clients using a wide array of resources including our local resources, internal IES resources, our Authorized Installer partner network resources and, at times when it best serves the client’s needs, a mixture of the two.

IES provides a dedicated service team that handles all of the client’s service needs. This service team is available to the client during all business hours, and after hours via e-mail and cell phone. The team consists of a service manager, dispatcher, project coordinator, local technicians and project leads as needed to manage the volume of work. The client can request quotes, site walks, or work tickets via phone, email or an interface with the client’s internal ticketing system.

IES is committed to providing the best quality projects and service, consistent and effective communication, and the best customer service possible at a cost-effective rate. We welcome the opportunity to talk with you further about our service support plans and processes.

NEED HELP NOW?

shutterstock_64411471IES strives to provide the highest quality customer support possible; this means you can get help when you need it the most. IES offers support to our customers seven days a week, 365 days a year. IES is only a call away from answering your questions, responding to a problem, or dispatching a technical team.

Should a situation arise that demands attention outside of IES’ normal business hours (M-F 7:00 a.m. – 5:00 p.m. MST), Emergency calls should be directed to the toll free number at 855.701.9984.

For non-emergency calls, please leave a message for the National Service Manager at 480.688.3249 or with our main office answering service at 800.792.8835, and your call will be returned during normal business hours.

For additional information regarding Emergency and After Hours Support, please contact Brandon Lee, National Service Manager — brandon.lee@iescomm.com.

IES SUPPORT

Engagement Process

Engagement Response

SLAs

Call and Routing Procedure

A service request or request for a quote can be initiated by the following methods:

  •   Via e-mail to the national service dispatch team at service@iescomm.com.
  •   Via telephone to the national service dispatch team at 855.701.9984.

A service dispatcher will respond to the request via e-mail or phone call to set up an appropriate time for the technician to arrive and at that time will request any additional information that may be needed.

A technician will report to the site as scheduled, perform the work and check out with the requestor or the representative as specified by the client.

If the request can not be completed at that time, the technician will advise the dispatcher and the client the next steps for completion, including the anticipated completion date.

When the request is completed, the technician will complete a work order and a copy will be provided to the client for their records.

IES will work with the client to create a customized SLA package and process that works with the clients’ needs and budget.

This includes SLA’s for work acknowledgement, technician appointments, completion standards and any documentation the client may require.

Emergency or expedited calls (overtime and after regular business hours):

Call 855.701.9984 for IES support. You will be routed to one of six dispatchers that will assess the request and dispatch as needed.

In the event of delayed response, the escalation flow (contacts and phone numbers) are provided.

Non-emergency or standard requests (during regular business hours M-F 7:00 a.m. – 5:00 p.m. MST):