Support Guidelines
Your business challenges are unique, and with the increasing demand for robust services, flexible solutions, and rapid digital transformation, you need a new kind of technology partner IPS Global Services.
Transform your business focus with a reliable outsourcing services partner capable of providing:
- Adaptable supply chain management services and models.
- Tailored integration services to suit your specific requirements.
- Multi-vendor field services encompassing installation, migration, deployment, and maintenance.
- Comprehensive depot repair services.
- Scalable customer management services
As customer expectations for innovation and flexibility rise, it’s imperative to evolve in tandem, aligning with your digital transformation objectives while supporting those of your customers. Our experts adopt a consultative approach to your business, assisting you in selecting the ideal blend of services to fulfill both your business and customer needs. With our support, you’ll accelerate towards your goals with confidence.
Critical issues that render the system inoperable or result in a complete loss of service.
- System failure causing severe business repercussions.
- Client unable to execute any tasks.
- System failure impacting all users.
- No viable workaround available for the issue.
Response Time: 15 minutes
Significant issues that render the system unusable or cause a complete loss of service
- System breakdown that creates a severe business impact.
- Client cannot perform any tasks.
- System failure affects all users.
- No workaround to the problem is possible.
Response Time: 1 hour
Minor issues that impact certain aspects of operations, but do not impede the client from executing their core tasks.
- System failure resulting in a moderate business impact.
- Client able to accomplish the majority of tasks.
- System failure affecting multiple users.
- Workaround to the issue is accessible but suboptimal.
Response Time: 4 hours
Routine or non-urgent requests that have minimal impact on operations:
- System failure that causes a minor business impact.
- Client can finish most tasks.
- System failure impacts one or two users.
- Effective workaround to the problem has been found.
Response Time: 24 hours
Customer Support & Inquiries
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Training & Certification
For training inquiries: learn@it-prosolution.com
For certification inquiries: certification@it-prosolution.com
Urgent Support
If you’ve experienced a breach or have an urgent issue, email us at:
urgent@it-prosolution.com
Community Support
Find answers and share insights with other professionals in our community.
Global Presence, Local Expertise
No matter where you are, IPS delivers fast, reliable Managed IT Services and Support across regions.
Our headquarters is located in Ottawa, Ontario, Canada, serving clients nationwide with dedicated engineering and support teams.
We also have a strong presence in the United Arab Emirates, with employees based in Dubai.
Contact us to schedule a face-to-face meeting at our Dubai office and explore how IPS can support your organization’s digital growth.
Need help ?
Here’s How To Contact IPS Helpdesk
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We’re always looking for talented professionals who share our commitment to innovation and service excellence.
We partner with forward-thinking companies who value reliability, performance, and shared growth. Join forces with IPS to deliver exceptional technology experiences for every client.
Technical Support |Country Specific
North America
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Canada
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ca@it-prosolution.com
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N/A
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US
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us@it-prosolution.com
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N/A
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Africa
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Algeria
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dx@it-prosolution.com
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N/A
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Senegal
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sn@it-prosolution.com
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N/A
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Middle East
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Qatar
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qa@it-prosolution.com
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N/A
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Saudi Arabia
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sa@it-prosolution.com
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N/A
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Kuwait
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kw@it-prosolution.com
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N/A
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Bahrain
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bh@it-prosolution.com
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N/A
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United Arab Emirates UAE
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ae@it-prosolution.com
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N/A
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Omann
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om@it-prosolution.com
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N/A
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