IFS Cloud Support & Managed Services

ESS IFS support covers day-to-day operations across manufacturing and service: issue triage and resolution, configuration and functional help, reports and integrations, performance tuning and stabilization, user questions, and proactive maintenance. As an IFS Gold Partner, ESS supports standard IFS ERP functionality plus the customizations, personalizations and integrations we — or others — have delivered, so nothing in your environment sits out of scope. Coverage spans IFS Cloud and IFS 10, with severity-based SLAs from P1 production-down through P4 questions, and engagement models ranging from ad-hoc break/fix to full application management (AMS). Whether IFS runs your shop floor or your field-service fleet, the goal is the same: keep the system healthy and users productive. ESS will recommend the right coverage in a short scoping call.

Yes — managing IFS Cloud release updates is a core part of ESS's managed services. Because IFS Cloud updates on an evergreen cadence, each release is planned rather than absorbed: we review impact, revalidate your customizations and integrations on supported extension points, regression-test business-critical processes, and help you adopt the new capabilities worth turning on. That discipline keeps updates routine instead of disruptive — no stalled versions, no surprise breakage at month-end. It's also why ESS builds any IFS customization on supported extension points in the first place: upgrade-safe enhancements make every release cycle cheaper. If your team currently dreads update windows, this is the single most valuable thing an IFS support partner can take off your plate.

ESS supports IFS Cloud and IFS 10 as the primary focus, with ongoing support for IFS 9 and legacy maintenance for IFS 8. That full-version coverage matters: many organizations run an older release for years while planning their move, and they still need reliable IFS support in the meantime. The same IFS Gold Partner team that keeps your current version stable can also plan and execute the IFS Apps 10 to IFS Cloud upgrade when you're ready — so knowledge of your environment carries straight into the project instead of being rediscovered. Support engagements on older versions often begin with a stabilization pass, then settle into severity-based SLAs and steady managed services like any other environment.

ESS works to severity-based SLAs — response and resolution targets that scale with business impact, from P1 Critical (production down, 1-hour response, continuous work until restored) through P4 Low (questions and minor enhancements, scheduled). The targets shown on this page are representative; your actual SLA — including the coverage window and resolution commitments — is tailored to your support agreement and tier, whether that's break/fix, block-of-hours, tiered managed services or full AMS. Severity is set by business impact, not ticket type, so a stopped production line on IFS Cloud gets treated like the emergency it is. With 100% client retention, ESS's track record is the best evidence that the SLAs are honored in practice, not just written into the contract.

Yes — standard coverage is 8×5 business hours, with 24×7 available for critical, production-down issues. ESS delivers this follow-the-sun: an onshore US team plus our India office cover the clock across time zones, so a P1 raised at 2 a.m. is worked immediately rather than waiting for morning. That matters for the asset- and service-intensive operations IFS ERP serves — plants, field crews and maintenance operations that don't stop at 5 p.m. The 24×7 tier is scoped in your support agreement alongside severity-based SLAs, so you pay for round-the-clock coverage only where the business genuinely needs it. As an IFS Gold Partner, ESS staffs both regions with people who know the product — not a generic help desk reading scripts.

Yes — ESS regularly takes over IFS environments implemented by other partners. Onboarding follows a proven sequence: assess the current state, document the configuration, customizations and integrations as they actually exist, stabilize the problem areas that prompted the switch, and then run ongoing support and optimization under severity-based SLAs. Undocumented IFS customization is the usual sticking point in a takeover, and it's where 15+ years of IFS expertise pays off — ESS can read what was built and why, on IFS Cloud, IFS 10 or older versions. Many of these takeovers grow into full managed services or an eventual IFS Cloud upgrade once trust is established. If your current support arrangement isn't working, the transition is a well-worn path.