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On-Site Service

Service Response

Request technical support or equipment repair by calling (631) 435-1462. Please have your equipment ID ready (located on the IMS service label affixed to your system) when calling. All customer service calls are answered locally in our Hauppauge, NY headquarters.

We do not utilize an automated phone directory that forces callers to press multiple numbers to reach the right operator. Your call will be immediately transferred to our on-site technical support team.

IMS offers several levels of customer support which include:

  • Complete equipment maintenance coverage On-Site
  • Telephone technical support
  • Remote support for software and network issues

What you can expect from IMS when you call for service:

  • Your call is logged and immediately transferred to a qualified technician.
  • You will receive a return call from our service dispatcher within 60 minutes. In many cases, our technicians are able to successfully troubleshoot problems over the phone, saving you valuable time.
  • When dispatched to your site, a technician will arrive at your location within 4 business hours of your original call. (FULL contracted customers only)
  • If non-inventoried parts are required, our technician can place the order directly from your location. Replacement parts are expressed to IMS for immediate follow up.
  • If we are unable to restore full functionality to your IMS product within 24 hours of our original arrival, we will be happy to furnish your organization with a loaner where available. If you’re behind schedule on a mailing project, we can also provide you with full access to one of our demonstration models inventoried at our offices.

The IMS Full Service Maintenance contract guarantees our customers a 4-hour maximum, on-site response time. This is more than just an objective – it’s a commitment we put in writing. In fact, we’ll pay you for any occasion that we miss this commitment.

All IMS field technicians are factory certified by our manufacturers and use only OEM parts. IMS backs all repair work performed with a 30-day warranty.