IGZ Customer Service (ICS) Higher availability for your logistics and production

Together with our customers, we strive for maximum availability of SAP applications. However, should a fault occur in your system, IGZ Customer Service (ICS) is there to help you – 24 hours a day, 365 days a year if required. You can reach your IGZ service specialist directly via our ICS hotline, who is very familiar with the individual features of your implemented solution and can provide you with targeted advice without any further loss of time.

This service offering refers to the long-term deployment of a service team deployed by IGZ to provide system support for logistics systems. The team takes over the maintenance of the logistics system for IGZ customers as well as carrying out preventive maintenance and repairs, among other things. You can define the scope of the services individually and determine them together with us.

Service level agreements (SLAs) serve to maintain system availability and document the agreed quality of the services to be provided within a defined time window. In order to be able to react quickly and accurately to customer-specific requirements in the event of an acute incident, we offer appropriate incident management with our IGZ Customer Service (ICS).

Like incident management, problem management is a service management process within the ITIL methodology (IT Infrastructure Library). In contrast to incident management, however, it does not address acute incidents or faults, but offers a comprehensive, standardized catalog of measures to identify and permanently eliminate sources of problems.

Maintenance = value retention! We want your logistics system and your logistics facility to consistently deliver the agreed performance parameters long after the warranty period has expired. After all, maximum availability and the best possible, consistent performance are often decisive factors in ensuring long-term supply and competitiveness in highly competitive markets.

The well-known logistics principle also applies to spare parts management: when needed, the right components must be provided in the required quantity, in the desired quality, at agreed costs and with all relevant information at the agreed time. If all of these criteria are met, the downtime of machines and systems in production and logistics can be reduced to a minimum.