Management Information Systems > Support Services

Support Services

ITS offers a range of management information system support services to minimise downtime and increase process reliability and efficiency. The services include the provision of reliable and technically competent engineers, Service Level Agreements tailored to meet your company’s needs, and reliable call out support services.

Management Information Systems Engineers

Are you unable to employ all the software engineers, specialists and management personnel that you require?

ITS helps companies resolve these resource issues by offering highly skilled and experienced technical, management and engineering resources.

Whatever your requirements, whether you need additional resource to carry out work during a shutdown or longer term support, ITS’ engineers can be hired to spend a day, week, or longer period at your company’s site. They can carry out regular software changes and back-ups, keep documentation up to date, add facilities for new equipment, train new operators or contribute to your improvement programme. You stay in charge of their priorities but they remain an ITS employee and can call on additional resource from one of our offices.

If your plant is running obsolete computers with out of date languages, the skills to add new functionality to these systems is scarce. ITS’ engineers span many technologies, new and old, so our skills and experience can be applied to prolong the life of a solid and reliable system. A short term engineering resource contract may be all that you need to add a new interface or modify a file format. If however you decide that the solution is to replace the old system, then we can provide engineering resource to ensure that all of the old functions are fully documented prior to the upgrade, and can also implement a new replacement system.

Service Level Agreements for Management Information Systems

ITS also provides system support and maintenance contracts through Service Level Agreements (SLAs), including the facility for 24-365 call-out cover and the provision of routine activities.

All ITS' SLAs include time for ITS’ SLA engineers to familiarise themselves with the systems to be covered and local site procedures, necessary to allow them to provide the standard of support required. The following KPIs are also measured and reported regularly by ITS’ engineers:

  • Fault log summary
  • Call summary 
  • Site visit summary 
  • Back up summary

ITS’ Service Level Agreements are flexible. We offer a range of options to tailor the package to meet your company’s needs, including:

  • Preventative maintenance 
  • System back-ups 
  • On-call assistance 
  • Facilities management 
  • System performance reviews
  • Help desk 
  • Consultancy 
  • Engineering support 
  • Software development / maintenance
  •  Training 
  • Documentation updates

If tedious routine maintenance tasks are being put off, we can provide a level of service that will ensure that all your tasks are completed, when and how they should be. If your quality system audits are slipping behind schedule you can rely on our engineers to bring you back on track.  

ITS’ Service Level Agreements are designed to improve your company’s performance. We will listen carefully to your needs and will work closely with you to tailor a package to meet your requirements.

Call Out Support Services for Management Information Systems

ITS provides 24-7 call-out support contracts for management information systems, designed to minimise downtime for our customers. We can arrange for one of our engineers to be at your site within four hours of a call, however our response times are often much quicker. 

With our dedicated, conscientious help desk personnel and engineering team, you can be confident that your calls will be dealt with professionally and promptly. Our engineers recognise the costs associated with downtime and are therefore dedicated to rectifying problems as quickly as possible. 



Contact our team today

For further information, please contact
our team on +44 (0)1642 222232 or
email enquiries@its-ltd.co.uk