Maintenance and Professional Services

Our Maintenance and Support Services’ mission is to ensure that our products and solutions always meet your expectations. Our dedicated, highly-trained professionals offer worldwide, multilingual support to answer customers’ queries and solve their problems.

Worldwide availability:

To meet our customers' multiple location needs, in addition to our 7 Regional Maintenance Centres:

• Belton Texas, USA
• Singapore
• Madrid, Spain
• London, UK
• Uetze, Germany
• Besançon, France
• Dubai, UAE

IER also has numerous partner-supported depot repair centres worldwide. Each partner is staffed with IER trained and certified repair technicians, and uses only authorized IER service parts and a unique, certified troubleshooting process. All repairs are made to the most exacting standards to ensure an optimum level of systems performance.

Maintenance Services

Our Maintenance and Support Services provide a wide range of services, including workshop repair, on-site maintenance and deployment coordination as well as audit on site, etc. Each of these services aims to provide you with the best performance and lowest cost of ownership for your technological investment.

Technical Support & Professional Services

Our Professional Services include a large range of services designed to help you design your solution from end-to-end and deploy it successfully.

Extended Warranty Programme

All IER products can benefit from an extended warranty of up to 5 years, including technical consumables.

For more information or a detailed offer: contact us

IER & Multi-vendor Products Workshop Repairs

 

Our unique repair process is designed to optimize the reliability of your equipment by anticipating future failures.

Without contract:
Turnaround time (excluding shipment): 15 working days on average.

Standard Contract:
Turnaround time (excluding shipment): 5 working days.

Customized contract tailored to your specific requirements (down to a minimum 2 working day turnaround) combined with an optional advance exchange within 24 hours.

N.B.: IER can handle the maintenance of multi-vendor products, such as:   

    - Printers (dot matrix, ink jet and laser printers)
    - Readers (passport and ticket readers)
    - Servers
    - Routers
    - Keyboards
    - Monitors
    - Etc.

 

For more information or a detailed offer: contact us

IER & Multi-vendor On-Site Maintenance

Our local teams and partners backed up by our service centres can provide worldwide on-site maintenance services meeting your service level requirements (SLAs).

N.B.: IER can handle the maintenance of multi-vendor products, such as:
    - Printers (dot matrix, ink jet and laser printers)
    - Readers (passport and ticket readers)
    - Servers
    - Routers
    - Keyboards
    - Monitors
    - Etc.

For more information or a detailed offer: contact us

Support and Monitoring Centre

Our Support and Monitoring Centre offers a wide range of services 24/7, in various languages:

- Real time remote monitoring of equipment:
     - Alerting,
     - Proactive or on-demand control modes,
     - Automated messaging and dispatching,
     - Remote problem solving,
     - Standard and customized report,
     - Software distribution.
- Call management and problem solving
- Project coordination
- Technical support

For more information or a detailed offer: contact us

Refurbishment and second-hand products

IER’s refurbishment programmes protect your initial investment.
Our services include:

    - Comprehensive refurbishment and/or refresh programmes for IER’s entire product range from any of its service centres,
    - 6-month limited warranty.

IER holds an inventory of second-hand units, available on demand.

For more information or a detailed offer: contact us

Spare parts and consumables

For the Transportation Industry, spare parts and consumables are available from any of our local depots in Europe (France, UK, Spain and Germany), Middle East (Dubai), USA (Belton, Texas), and Asia (Singapore).

Standard lead times:
- Standard lead time of 3 weeks for spare parts and 2 weeks for consumables (ribbons, thermal and magnetic heads)
- Rush orders available
- Standard exchanges in 2 working days for PCBs and power supplies

All IER spare parts and consumables are extensively tested and designed to fit the technical features and configuration parameters of IER equipment. Non IER-approved consumables may generate dysfunctions, higher failure rates, intermittent failures, and automatically void any warranty on the equipment.

For the Automatic Identification markets, IER provides a complete line of print consumables:
- Thermal transfer ink ribbons
- Ribbon cartridges

For more information or a detailed offer: contact us

Paper consumables

IER also is a converter and produces a wide range of paper consumables dedicated to many different industries.
Our paper consumables production unit, located in France, is equipped with latest generation high-volume and high-quality machines. It produces up to 250 million high-quality bag tags a year and can also manufacture RFID bag tags with inlay integration.

For the Transportation Industry, IER proposes specific paper consumables at highly competitive prices, associated with worldwide services:
- Standard and RFID bag tags
- ATB boarding passes
- CUSS Kiosks applications coupons
- Flight strips
- Cargo labels
All of them are fully compliant with IATA specifications. Using our vast expertise, we select the most suitable and best quality paper for the production of our tags and coupons (e.g. Kanzan, Ricoh, etc.).

Our production and service facilities provide our customers with high-performance technical support as well as extended logistical support:
- More than 8 storage points in the world,
- Document design assistance,
- Special programmes with buffer stock and short delivery time and logistics services.

For more information: Paper Stock dedicated to the Transportation Industry (pdf) 

For the Automatic Identification markets, IER provides a large range of paper stocks:
- Labels and paper
- Synthetic heat-sensitive paper

The life cycle and maintenance needs of your printers and readers are widely dependent on the quality of the paper consumables you use. In order to help you optimize the cost of ownership of your equipment, we propose to help you audit your paper consumables and check their conformity with the required specifications of your peripherals.

For more information or a detailed offer: contact us

Staging and Installation Services

Our worldwide on-site installation services provide you with the expertise and service you need to successfully and securely configure and deploy your solutions and equipment.

For more information or a detailed offer: contact us

Software Maintenance

In today's world, keeping applications up to date and evolving with changing business requirements within ever-tightening budgets is a constant balancing act.
To ensure the permanent improvement of your equipment and systems performance, IER proposes regular updates of all IER developed software:
- Equipment embedded software,
- CUSS middleware and software,
- Applications,
- Etc.

For more information or a detailed offer: contact us

Training

Scheduled or on-demand training courses.
Our instructors are multilingual professionals. Training courses are held in our premises or on-site.

For more information or a detailed offer: contact us

On-Site Audit Service

To optimize your infrastructure costs, you need to understand your installed base performance. Our On-Site Audit Service provides you with that understanding by characterizing the performance level of your equipment, thus allowing you to quantify its effect on the overall system performance.

According to your needs, our On-Site Audit Service can make customized surveys and provide you with relevant decision-making data, such as:
Recommendations on:
- The need for refurbishing an installed base (per unit/analysis),
- Location/number of units, based on airport traffic and building configuration,
- Etc.

For more information or a detailed offer: contact us

Project Evaluation

Our skilled engineers and technicians can audit your premises and IT configuration to help you design your solution. This service can include:
- A site survey
- Recommendations on:
- Location/number of your IT workstations (PCs, printers, readers etc.) or kiosks, based on, for example, passenger traffic or level of use of the equipment, building configuration, etc.
- Network design assistance.

For more information or a detailed offer: contact us

Project Management

Project Management is an indispensable part of a successful project. It ensures that projects are on time, meet quality objectives, and cost no more than the budget.

The IER Project Manager is responsible for the project until deployment:
- Coordinating the RFP answer and solution design,
- Establishing the project schedule,
- Managing the IER development teams if required,
- Managing all third parties involved (integrators, network providers, etc.) for the activities for which IER is responsible,
- Organising project meetings with the customer and all third parties involved,
- Managing deployment and User Acceptance Tests,
- Preparing and training the Account Manager and After Sales support team.

For more information or a detailed offer: contact us

CUSS Application Acceptance

As a shared system provider, IER has a responsibility to other users of the system to thoroughly investigate and eliminate any possibility of interference with the normal operation of other airline applications. As a result, IER have included the Common Use Self Service Application acceptance as part of its quality policy.
The aim of this process is to ensure that a CUSS airline application interfaces with the IER CUSS platform in compliance with the IATA CUSS specifications, or, in case of an Airport driven project, complies with the Airport requirements (if any).

IER has already carried out Acceptance tests for a large number of worldwide airlines (see list).

For more information or a detailed offer: contact us

Customer’s Application Development

IER can develop for its customers the specific applications needed for the implementation of their projects, such as:
    - CUSS self-service customer application
    - Common Launch Applications
    - Etc.

Our technical teams master all of the languages and technologies used in the industry:
    - Java
    - C++
    - Web technologies: php, html…
    - Web services
    - Etc.

For more information or a detailed offer: contact us

Account Management

Just as a Project Manager is indispensable up until deployment, an Account Manager will offer you a high value service after deployment, once your solution is operational, to provide you with an evaluation of your equipment performances and help solve any difficulties that may arise..

The Account Manager is responsible for the account follow up after deployment:
    - Reporting: preparation of monthly reports on the installed base behaviour,
    - Customer follow up,
    - Coordination of involved players (integrators, end users, maintenance company, etc.),
    - Visiting the customer to present reports, discuss issues, and meet the various parties involved in the project.

For more information or a detailed offer: contact us

Download Center

Our download center contains a wide range of technical documentations of the complete range of solutions proposed by IER, for you to download, including:

• User Guide
• Operation Guide
• Installation Guide

To launch the search, please select the type of product for which you need a manual :

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