Sylex Technologies offers full range of support and maintenance services for implemented IMEX insurance management suite through its regional and local support centers. Experienced local support team members ensure satisfaction of the Client by 24 hours round clock availability and handholding as and when required.

Scope of Services

The standard scope of annual maintenance and support includes the following services:

  • Regular software updates
  • Bug fixes and resolution to issues arising while using IMEX
  • Fixes or updates to be made in order for IMEX to function in the updated versions of Third Party Software
  • Periodic system health checks
  • Technical support (Help desk)
  • Support in configuration and parameterization of IMEX functional features and services. Support for installation of IMEX application packages and releases.

Additional scope of services can be agreed with the client, such as customization or addition of new features requested by the client beyond agreed functional specifications.

Categories of Support

Support services are rendered through several channels:

  • Web-based Support with Online Support Ticketing Portal
  • Phone support for issues requiring telephonic discussions and clarifications prior to formal closure of the issue.

Maintenance and Support procedures are described in the Service Level Agreement (SLA), which defines turnaround time for the resolution of various technical issues that may arise during the usage of IMEX.
Sylex Technologies employs Total Quality Management philosophy and techniques for continued improvement of its products and services. Such quality assurance techniques ensure that customer expectations are well met and exceeded.

Copyright © 2016 Sylex Technologies All rights reserved.