Customer satisfaction and reliability are essential elements of the relationship MACS shares with its customers. With this in mind, we offer a wide range of support options. MACS Service desk has offices in Uxbridge in England and Son en Breugel, the Netherlands. The MACS support desk will be able to answer your questions in Dutch, English, French and German. Your request can be submitted by e-mail, web portal or by phone.
Subscription & Support
To use the services of the MACS Service Desk you must have MACS Subscription & Support included in your (S & S) contract.
The Subscription and Support (S & S) contract provides system documentation and upgrades, including bug fixes, and source code level support for the Maximo application software. MACS manages the Subscription & Support through an agreement with IBM, the software author. This makes it possible for MACS to tailor primary support and resolve faults based on knowledge of your business processes that support Maximo.
All request will be reported during business hours at the MACS service desk. MACS service desk provides the proper registration and allocation of each request. Each request is logged in the MACS service desk system and assigned an unique number. All subsequent steps and actions to resolve the call will be logged to the central service system. In addition to receiving progress reports by email and phone, customers can also follow the progress of their request by logging in to the MACS Support System.
Additional Support Services
Additional Support Services such as applying patches and upgrades for Maximo (including customizstion to meet the standards of the customer) and the application of patches and fixes to the Oracle database server are available on request and in accordance with the applicable rates.
MACS also provides hosting of your production, development, acceptance and or test system. MACS provide you with the availability of a hosted and managed system and take care of the associated IT Management Support.