Support

Already have a support contract with IANT? Then you can reach us as usual per email or telephone. Should you require remote support to a device in your local network, you can install Teamviewer via the following link:

Service, Remote Monitoring and SLAs

After successful deployment of your telephony solution, our Service Level Agreements help to ensure smooth operation. Through remote monitoring tools we can detect problems early, before they impair your telephony! Updates will be

Once your telephony solution has been successfully deployed, our Service Level Agreements help to ensure smooth operation. Remote monitoring tools allow us to detect problems before your telephony is affected! Your system is kept up to date with the latest security updates. With up to 24/7 support, a guaranteed response time and ITIL® defined support procedures, with IANT you’re in good hands.

• Full Service

Profit from our »all-included service package«: we take responsibility of your system’s daily operation as a »Managed Service«, whether for local, on-premise installations or in the cloud.

• Service On Demand

You retain responsibility of your system’s operation. We’ll assist you should you need support.

Further Information on Quality Management

We employ a structured, documented, and continuously monitored quality management system for the delivery of our customer support and IT services. The underlying service processes are aligned with established ITIL principles and practices.

Customer inquiries, service requests, and incidents are handled via our OTRS ticketing system. All activities are logged, processed, and documented within the system in a traceable manner. This ensures full transparency and auditability regarding processing status, responsibilities, response times, and actions taken.

Agreed Service Level Agreements (SLAs) are monitored within OTRS using system-based controls. Response and resolution times are tracked automatically. If defined SLA timeframes are at risk of being exceeded, escalation alerts are triggered to ensure a prompt internal response and appropriate prioritization.

Where agreed, the customer systems we manage are also continuously monitored via a dedicated monitoring system. Detected incidents or relevant changes in status automatically trigger notifications and can immediately initiate the creation of a ticket. This enables early detection, documentation, and resolution of incidents in accordance with defined service processes.

To ensure consistent, high-quality service delivery, we maintain an internal FAQ and knowledge database. Recurring standard tasks and typical error scenarios are documented here, serving as a mandatory or supportive reference for the relevant staff.

We also maintain a Configuration Management Database (CMDB)—or structured technical customer documentation—for the systems we support. This contains information relevant to service delivery regarding the specific systems and infrastructure. Additionally, necessary access credentials for customer systems are documented and managed under controlled procedures. By combining defined ITIL-oriented processes, comprehensive ticket documentation, SLA monitoring, automated monitoring, established escalation mechanisms, knowledge management, and well-maintained system documentation, we ensure a transparent, consistent, and verifiable level of quality in our customer services.