Global Support and Consulting Services

    Navigating the Customer Experience

    ProV provides a large portfolio of services that help to maximize the value of your IFS Applications™ solution considering the total software landscape interfacing with your IFS Solution.

    We offer three areas of service:

    • Implementation and upgrade services
    • Standard Application Management Services
    • Premium Application Management Services
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    Realizing Value

    ProV has a team providing Application Management Services (AMS), catering to monitoring and support of IFS Applications™ (EAM, ERP, FSM and ERP, FSM and CE), Database and Cloud Infrastructure for customers on a 24x7 basis. We help our customers to maintain their system healthy at all times so that they can focus on their business domain activities. ProV has won the IFS Services Partner of the Year Award for 2017 and Global Integrator for 2020, competing with very big IFS partners (Billion-dollar companies) in the world.

    Partner with ProV for more Business Value out of IFS Applications™

    Operate, Optimize and Improve Results

    Operate, Optimize and Improve Results

    IFS Applications™ Application Management Services (AMS) provides day-to-day operational support. It covers the full set of requirements from a service desk, through operational services ( technical execution, data management and configuration) and more. AMS works on a case basis. ProV offers its customers the option of basic support for their installation or subscribing to proactive services and adding additional Application Management Services as needed.

    Improving Benefits Realized By Your Customers

    Improving Benefits Realized By Your Customers

    ProV’s Application Management Service offerings cover monitoring & routine services, managed services support for IFS Applications™, Database and Infrastructure. It also includes Customer Help Desk, System Administration and Configuration Services, and range of expert customer services. ProV’s solutions are characterized by total focus on delivering business benefits. Our specialist strength lies in our ability to really understand client requirements and propose industry standard and futuristic solutions.

    Why ProV for IFS Support?

    Why ProV for IFS Applications™ Support?

    ProV provides world-class software consulting services for small, medium, and large enterprise clients across the globe. With 15+ years of expertise across a range of industries, ProV has provided software services to more than 50 esteemed customers over 300 projects in several countries. ProV resources have experience in supporting IFS Applications™ in collaboration with the global support organization of IFS.

    Working Together for the Greater Good

    Working Together for the Greater Good

    The Application Management Services Operations Guide and Service Policy describes the interactions between our customers and provides the basis for each organization to understand their respective roles and responsibilities. Download a copy of each one here: Operation Guide and Service Policy.

    Operate, Optimize and Improve Results

    IFS Applications™ Application Management Services (AMS) provides day-to-day operational support. It covers the full set of requirements from a service desk, through operational services ( technical execution, data management and configuration) and more. AMS works on a case basis. ProV offers its customers the option of basic support for their installation or subscribing to proactive services and adding additional Application Management Services as needed.

    Operate, Optimize and Improve Results

    Improving Benefits Realized By Your Customers

    ProV’s Application Management Service offerings cover monitoring & routine services, managed services support for IFS Applications™, Database and Infrastructure. It also includes Customer Help Desk, System Administration and Configuration Services, and range of expert customer services. ProV’s solutions are characterized by total focus on delivering business benefits. Our specialist strength lies in our ability to really understand client requirements and propose industry standard and futuristic solutions.

    Improving Benefits Realized By Your Customers

    Why ProV for IFS Applications™ Support?

    ProV provides world-class software consulting services for small, medium, and large enterprise clients across the globe. With 15+ years of expertise across a range of industries, ProV has provided software services to more than 50 esteemed customers over 300 projects in several countries. ProV resources have experience in supporting IFS Applications™ in collaboration with the global support organization of IFS.

    Why ProV for IFS Support?

    Working Together for the Greater Good

    The Application Management Services Operations Guide and Service Policy describes the interactions between our customers and provides the basis for each organization to understand their respective roles and responsibilities. Download a copy of each one here: Operation Guide and Service Policy.

    Working Together for the Greater Good

    Support Your IFS Solution with World-Class Services

    Our Standard Application Management Service offering consists of 5 major service items to cater to different needs. You have the flexibility to select different combinations based on their requirement. Through our wide industry knowledge, we understand that more than 85% of the issues faced by Application users are not covered by the standard product support packages provided by the product organization or OEM. Our Application Management team consists of Functional, Technical and Database experts who have vast knowledge in providing this service for many years. It consists of best of breed processes to handle Customer requirements, within promised SLA, to make sure Customer issues are prioritized and handled efficiently and effectively. On top of the service items in the standard offering, premium offering provides 3 additional service items. Our Application Management Service Policy further explain the amenities included for Premium Offering.

    Monitoring and Routine Services

    ProV provides monitoring services to identify and report the issues that occur as part of the IFS environment (IFS FSM, IFS Application™, Application Server, Web Server, Database and Cloud Infrastructure) as part of the managed services model. The list of parameters and the threshold values that would be monitored as part of this activity shall be provided to the Customer at the beginning of the project. Monitoring teams (humans + Bots) generate periodic reports highlighting the health of the IFS systems.

    This service includes health checks and alerts like Buffer Cache Hit ratio, Datafile Status, Instance Availability, Invalid Objects, Resource Utilization, System Tablespace Users, System Tablespace Objects, Session Waiting for Locks, Shared Pool Dictionary Cache and Library Cache hit ratio, Tablespace Alert, alert log. Index, list of users going to be expired in the current month. Performing Database Backups & Copies and Cloning DBs, Refreshes are also bundled in this service.

    Managed Services Support

    The service list includes many reactive and proactive service items which have been designed to cater all of your requirements and to make sure its business system is running without major hindrances and performance drops. This service covers following items:

    • Database Maintenance and Services
    • Infrastructure sizing recommendations (Capacity Management and alerts when the Infrastructure hits the threshold etc.,)
    • Delivery installations – Installation of patches and fixes to the test and production environments
    • Database optimizations
    • App and Web Server optimizations

    System Admin and Configuration Services

    This service provides the support to system administrators to handle incoming configuration requests and assist in user administration and this service includes following service items.

    • User administration
    • Security and profile configurations
    • Lobby configurations
    • Report configurations (Quick Reports)
    • Printer configurations
    • Configuration of Approval matrices
    • Assist in basic data maintenance
    • Custom object configuration (Custom Menus, custom fields etc.,
    • Database task configuration

    Customer Help Desk

    The main aim of the “Customer Help Desk” is to provide the required Functional and Solution support to your users to perform their day to day activities smoothly. This service provides all the support required to get the product support (Platinum or Gold) from IFS efficiently and effectively. It is known by the experience that in most of the cases, customers fail to recreate their support issues in a designated test environment which is a “must” to report product issues to IFS, failing which will definitely delay the required product support from IFS. This is exactly why ProV have carefully included “Issue Recreation & Report to IFS” in its Customer Help Desk Service, to enable you to re-create product issues in a designated test environment for necessary handling by IFS. This service also includes “Retesting after Delivery Fix” to make sure the product patches provided by IFS are properly tested and installed to the production environment efficiently. This service consists of the following service items.

    • Issue re-creation and report to IFS
    • Basic functional analysis and advice
    • Basic configuration analysis and advice
    • Analysis and advice in Month and Year end reporting in IFS Applications™
    • Basic customization analysis and advice
    • Basic Integration analysis and advice
    • Retesting after delivery of Fix from IFS

    Expert Customer Services

    This service has been designed to cater to your advanced requirements. Inputs to this service could be based on the requests that are received at the “Customer Help Desk” or “System Administration and Configuration Service” or based on your specific requests. This service consists of following items and could consider adding different service items based on specific customer requirements.

    • Solution advice and enablement
    • CRIM support (Bug fixing)
    • Complex data repairs
    • Advanced Testing Services (Updates, CRIM)
    • Advanced technical and functional support and functional trainings
    • On Site Support
    • Data Migration
    • Project Management
    • Solution Designing and implementation

    Extra Customer Care

    Extra Care and Proactive Engagement involves frequent engagement with customers and providing proactive advice to enhance the value of your IT solution. This service includes scheduled meetings, periodic reporting of the progress of your tickets. ProV team proactively and continuously analyses the working patterns and functionalities used by your company and provides advice to improve the productivity and the information flow in the system. The governance structure explains the overall governance model and the frequency of scheduled meetings.

    Service Level Agreements

    ProV understand the importance of Service Quality and NRT (Net Resolution Time). An SLA pulls together information on all of the contracted services and their agreed-upon expected reliability into a single document. They clearly state metrics, responsibilities and expectations so that, in the event of issues with the service, neither party can plead ignorance. It ensures both sides have the same understanding of requirements. KPIs are published on quarterly basis.

    Priority Handling

    Priority Handling will ensure shorter reaction time and higher priority for Severity 3 issues and Customer Expert Services for premium customers over standard customers.

    IFS Applications™ Implementation & Upgrading

    ProV International is a global leader in the IFS Applications™ Ecosystem. We have helped dozens of organizations across the globe implement and upgrade their IFS Applications™ instance. That experience has led us to create processes and documentation that not only help the customers upgrade smoothly but also do so in a way that helps them achieve the business outcomes that they need and expect. ProV can help migrate an on premise implementation into the cloud as well as provide managed services to help ensure you are getting the most from your IFS Applications™ solution.

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