IMIS Global provides 24/7 support coverage across three structured tiers — ensuring operational continuity for maritime authorities and commercial operators worldwide.
IMIS Global offers three levels of support. Level 1 and Level 2 support is usually performed by partners and/or customers following MariWeb system training. Where retraining is required, IMIS offers training on a regular basis.
Support for users of the systems, dealing with the functionality of the various systems and subsystems from an operator's and administrator's perspective. Typically performed by trained partners or customer staff.
Support for administrators who need to configure the system and/or attached base stations, AtoN and AIS receivers. Note: this does not include AIS slot map investigations and planning.
Covers software bugs and issues affecting Hosted MariWeb hardware, PortWeb system software, and integration. Handled directly by IMIS Global engineering staff.
The Hosted MariWeb platform is offered with a Service Level Agreement (SLA) that governs the availability of primary features. The SLA ensures that the hosted infrastructure meets defined uptime thresholds and that any degradation of service is responded to within agreed timeframes.
Bespoke MariWeb is offered with a Service Level Agreement (SLA) that governs IMIS Global response times and the resolution of primary feature software issues. The bespoke SLA is tailored to the specific deployment and agreed with the customer prior to go-live.
Need to raise a support ticket or access the IMIS support portal? Use the link below to log in to the IMIS Support System directly.
If you need more information about our Service Level Agreements or support offering, please get in touch with the IMIS Global team.
