About IER. HARDWARE MAINTENANCE and support services. PROFESSIONALISM and experience

Transcription

1

2 About IER IER is the world leader in supplying major transportation networks with printers, readers, kiosks and software for secure passenger and baggage check-in and processing. It is also one of the world leaders in access control equipment for securing access by pedestrians and vehicles. PROFESSIONALISM and experience Our dedicated, highly-trained professionals provide global support and customized maintenance solutions to meet customers specific requirements. IER has the experience and the know-how to design solutions tailored to the support challenges of the air and rail transportation industry. HARDWARE MAINTENANCE and support services Our Maintenance and Support Services aim to ensure that your equipment not only meets but exceeds your expectations. Our repair and on-site maintenance services not only cover IER products but also multi-vendor equipment for the peace of mind of your entire IT platform. EXTENDED WARRANTY PROGRAM All IER products benefit from a one-year warranty. Upon request, IER products can come with an extended warranty of up to 5 years handled by our IER repair centers and partners. Covers parts and labour 5-day turnaround time (excluding logistics) Optional services: Technical consumables (such as print heads) Logistics Advance Exchange program (whole unit or module) Spare unit allocation IER & MULTI-VENDOR DEPOT REPAIRS Our repair process is designed to optimize the reliability of your equipment by anticipating future failures. Our contractual repair services include the repair of the fault, a systematic cleaning, the replacement of worn-out parts and the implementation of the relevant hardware and firmware updates. Upon request, we provide specific repair programs with customized turnaround times, dedicated logistics, leasing of spare units 2-to-5 day turnaround time (excluding logistics) Optional services: Technical consumables (such as print heads) Logistics Advance Exchange and Spare unit allocation Warehousing and Asset Management IER & MULTI-VENDOR ON-SITE MAINTENANCE Backed up by our worldwide network of repair centers, our local teams and partners provide on-site maintenance services as per your specific Service Level Agreements (SLA) requirements. IER handles the maintenance of multi-vendor equipment, such as printers, passport or ticket readers and also PCs, servers, routers, keyboards, monitors, etc. Full airport Common Use Terminal Equipment platform (CUTE) maintenance (24/7) Worldwide on-site interventions with response/fix times ranging from 1/2 hour to the next business day 24/7 call management Optional services: Spare unit allocation Logistics

3 SPARE PARTS AND CONSUMABLES Spare parts and consumables are available from any of our local depots in Europe, the Middle East, USA and Asia. IER provides a wide range of paper consumables meeting the standard and specific requirements of the largest transportation networks. With our subsidiary, IER Graphic, equipped with latest-generation, high-volume machines, IER is now a leading supplier of RFID and standard bag tags, boarding passes, coupons, flight strips and cargo labels. REFURBISHMENT SERVICES AND SECOND-HAND EQUIPMENT IER s refurbishment programs protect your initial investment. Our services include a comprehensive refurbishment or refresh program for our entire product range with a 6-month limited warranty. IER also holds an inventory of second-hand units, available upon request. WAREHOUSING AND DEPLOYMENT COORDINATION Our worldwide service center network enables us to provide you with the expertise and resources to warehouse, stage, deploy and manage your equipment inventory. IER, Inc. Repair & Support Center, Belton TX, USA SOFTWARE MAINTENANCE and support In today s world, keeping applications up-to-date with ever-changing business requirements and within tight budgets is a constant balancing act. IER, as a global solution provider to the transportation industry, proposes a complete range of software solutions from self-service applications dedicated to passenger processing to airline back-office systems and equipment embedded application software. In order to ensure the continuous improvement of your solutions and systems performance, IER provides software maintenance and support services: MAINTENANCE Regular software updates with enhanced functionalities. Priority fault resolution process. SUPPORT Reach our level 2 and level 3 software experts through our 24/7 support center.

4 SUPPORT & MONITORING for maximized solution availability With our Support & Monitoring Center (SMC), IER offers 24/7 online customer assistance. Our multilingual experts log the online or telephone calls into our service management system, diagnose faults, propose resolution plans and coordinate on-site interventions. Several levels of services: Online technical assistance: Our SMC agent defines the level of complexity of the diagnosed fault, provides immediate assistance or resolves the fault by either transferring the call to the appropriate expert (hardware / software) or triggering an on-site intervention; Monitoring services: Through our IER Monitoring System (IMS) our agents receive automated fault alerts and proactively implement the appropriate corrective action in order to maximize the availability of your equipment; Statistical follow-up and reporting: With our integrated service management tools, IER provides customized reports on your installed base performance and related support costs. CUSS KIOSKS MAINTENANCE & support services With more than 1,000 CUSS kiosks deployed in about 50 different sites worldwide, IER is a leading supplier of kiosk solutions including full on-site support. Our on-site field engineers, backed-up by our Support & Monitoring Center (SMC) using the IER Monitoring System (IMS), provide 24/7 support for your kiosk solutions including multiple airline CUSS platform and application software. IER CUSS KIOSKS SUPPORT & MONITORING PROCESS IER SUPPORT & MONITORING CENTER A COMPREHENSIVE CUSS support model: Deployment coordination, Site administration and software distribution, CUSS application acceptance (initial and on-going), Preventative maintenance, Replacement of paper consumables, Proactive remote fault logging and resolution, Dispatching of field engineers and coordination of fault resolution, CUSS platform and application software expert level support, Escalation of airline CUSS application resolution, SLA management and reporting.

5 IER CUSTOMER SERVICE & support Providing the highest quality of Customer Service & Support is our mission. IER is indeed continuously investing in making sure our maintenance and support organization provides you with the best hardware and software support solutions so that your IT platform not only meets but exceeds your expectations at the lowest cost. Our Manufacturer-certified maintenance processes and our wide range of services are now available through our worldwide network of service centers and partners. 24/7 helpdesk Proactive monitoring Call management Dispatching of field engineers Remote site administration SUPPORT & MONITORING Spare inventory optimization Asset management (tracking, LOGISTICS deployment, disposal) Value-added shipping services including on-site swaps Local inventories of spare parts & consumables Allocation of spare units Warehousing & staging IER printers & readers Multi-vendor equipment CUSS kiosks Airport Cute platform Preventative maintenance Installed base audits ON-SITE MAINTENANCE IER CUSTOMER SERVICE & SUPPORT OFFERING SUPPORT Hardware support Software maintenance Software support (expert level) Cuss applications acceptance On-site support & deployment Training SERVICE OPERATIONS SERVICE DELIVERY & PROJECT MANAGEMENT IER & multi-vendor equipment repair services Advance exchange program for whole units and modules Refurbishment services Second user equipment Spare parts & technical consumables Paper stocks: bag tags, (RFID & standard) tickets, boarding passes, flight strips Solution design & costing Relationship & contract management Service delivery management Third party vendor management Project coordination Reporting EXPERTISE Over 15 years of maintenance experience; Wide range of value-added professional services and solutions; Unequalled experience in kiosk maintenance and monitoring; Worldwide network of IER repair centers and certified partners. REFERENCES Over 30,000 repair interventions per year; Over 50,000 calls per year handled by our Support & Monitoring Center; 5,000 self-service kiosks under maintenance contract; Over 180 professionals dedicated to customer service.

6 IER worldwide IER provides technical and sales support to our Customers worldwide through a large network of subsidiaries and offices in France, Belgium, the United Kingdom, Canada, China, Germany, Singapore, Spain, the United Arab Emirates and the United States. IER also has numerous partnersupported depot repair centers worldwide. Each partner is staffed with IER trained repair technicians and uses our manufacturer-certified troubleshooting process. CANADA MONTREAL UNITED KINGDOM LONDON BELGIUM BRUSSELS IER 3, rue Salomon de Rothschild BP 320 F Suresnes Cedex Tel: +33 (0) Fax: +33 (0) wier-contact@ier.fr UNITED STATES BELTON DALLAS NEW YORK ORLANDO France services@ier.fr USA support@ier-tx.com SPAIN BARCELONA MADRID FRANCE PARIS AIX AVELIN BESANÇON BLYES BUC LYON NANTES RUNGIS STRASBOURG GERMANY HANNOVER Germany info@ier-gmbh.de Singapore services@ier.com.sg UNITED ARAB EMIRATES DUBAI United Kingdom services@ier.ltd.uk China services@ierchina.com SINGAPORE SINGAPORE CHINA SHANGHAI Spain sertecier@ier.es United Arab Emirates services@ier-dubai.com June Impression : i2m 33 (0) Non contractual document, some services might not be available in all regions and terms might change without notice.