I rate IFS support five out of 10. The only issue is the time difference. They provide a solution most of the time, but their service is a bit slow. When you open a ticket to IFS, you can sometimes wait months for a resolution. It's isn't easy for us to wait that long. 

I have contacted technical support in the past.

The solutions to the problems, when they come, are, as you would expect, 100% accurate and correct. However, there can be a time delay in terms of you logging a case rather than talking to them directly.

You give the case priority. They will then review it and may reprioritize it. Therefore, I may have to wait a lot longer for a fix than I would like to but there is strong documentation, online help, and a good user community so a large number of issues can be resolved internally without the need for support contact. If it were a critical issue, IFS would respond instantly too so there is comfort in knowing that.

Technical support is very customer focused and does their best. Because our implementation is quite complex, some of our issues might take longer to document, but in general the support at IFS is pretty top-notch.

The technical support my company receives from the implementation partners of the solution is not that great. If we send a query to the technical support team, the resolution time taken by customer support is more than expected.

My rating for the IFS Applications technical support team is a five out of ten.

The technical support could improve. My experience with IFS Applications support has been mixed. While we were using an older version, I felt that IFS was more interested in us paying to upgrade rather than providing support for the solution. If we had any issues or problems, we would often turn to a third party or partner for support rather than IFS Applications, unless it was a core bug in the solution. We have experienced yearly payroll updates with bugs that took a long time to resolve. In terms of technical support, I have used IFS for multiple roles over the past five or six years and have always found the support to be mediocre.

In the past, there was a lack of communication or miscommunication with the support. I always provided feedback on this issue to the support teams. The account managers I dealt with were not customer-focused and were more concerned with meeting their own targets. They were not helpful in achieving long-term goals or building long-term relationships. They would often insist on immediate payment and a quick turnaround on documents or quotes, rather than trying to find a solution to our problems. This was not a productive or helpful approach, and it felt like they were more interested in their own needs rather than ours as paying customers.

I have a very strong team managing this solution so that we don't need to go to IFS Applications, other than break/fix if there's a fundamental problem of the application.

I rate the support from IFS Applications a five out of ten.

We have had an issue that we don't get proper after-sale service when we get technical glitches.

I have contacted tech support many times. The support is slow since some issues take ages to be taken care of. I would rate the support a five out of ten.

Good phone local support and self-service as well. Good ( almost too much ) documentation.

The technical support offered by IFS could be improved. Navigating their large organizational structure to find the right contact can be quite a challenge. The customers should be provided with comprehensive documentation so that they can manage the system themselves, without needing to contact technical support for every problem they encounter. Additionally, the resolution time should be as short as possible; reducing the time it takes for technical support to connect to the customer environment and begin investigating.

IFS Applications' technical support is good, but it needs to evolve in comparison to competitors like Microsoft, Oracle, and SAP.

I rate IFS support eight out of 10. IFS technical support is excellent. Their 24/7 support center is based in Sri Lanka, but they have a North American support center in Michigan. They're responsive and available. Sometimes, we have to submit tickets to IFS because we can't figure out what's going on. For example, we might run into a problem during an upgrade, and we need to contact them to see if there's a bug fix or workaround. 

It's all based on severity and the terms outlined in the SLA. Critical incidents, like a system shutdown, get an immediate response, but they're a bit delayed for a medium-severity issue. You'll explain the problem to them in the ticket, and they'll eventually come back with a patch or some other fix. Sometimes they're not the quickest for mid-level stuff.

Overall, it's not an issue, but some cases are passed from one department to another, and it takes them a while to get back to us. The technical support is generally excellent. There might be room for improvement in how they handle case submissions. It seems to get bogged down a little bit.

I haven't dealt with the solution's technical support team directly. At our company, we have an in-house IT department that we typically go to if we have issues with any solutions. They may occasionally reach out to IFS, however, I don't, so I can't speak to the quality of their services.

IFS Service is great. They are very responsive and have helped us out of a couple of holes.

Technical support is better

Their post-implementation support is good but a little slower than anticipated.

the customer service is not good as expected but we can say its fair 

The technical support is generally good when you are subscribed to the Annual Maintenance and Support package. However, the global community is not good for support if you are looking for outside help.

We have had multiple interactions with the technical support team, particularly for issues related to bugs or similar technical problems. 

The support is good overall but they can improve the speed of providing solutions. The speed has been improving over recent years, but there could still be a faster solution, which would be beneficial in the future.

I rate the support from IFS Applications a seven out of ten.

Technical support could still be improved. They have excellent support in other parts of the world, however, I been having some issues in our region. For example, our client in Oman needs to get support from Dubai. It's not bad, and they have brought in consultants from other sites to assist, but it needs work.

I rate the level of customer service a good 8/10.

I rate the level of technical support a good 6/10.

Local Australian based support is good. This consists mainly of product consultants, subject matter experts, and project managers.

As the product is developed overseas, customization that requires programming takes longer than originally expected.

Of course we had moments that we had to talk with the company in Edinburgh to solve some problems, and they had the answer. The answer was generally quick. We didn't usually have any problem with them. Sometimes the solution was more difficult, but not critical.

There are times where we require technical support. Most of the time we provide our clients with support.

In a large majority of cases, we handle the technical support for our clients. It's been very rare where we would need to reach out to IFS technical support to get assistance with problems.