About IER
IER is the world leader in supplying major transportation networks with printers, readers, kiosks and software for secure passenger and baggage check-in and processing. It is also one of the world leaders in access control equipment for securing access by pedestrians and vehicles.
PROFESSIONALISM
and experience
Our dedicated, highly-trained professionals provide global support and customized maintenance solutions to meet customers’ specific requirements. IER has the experience and the know-how to design solutions tailored to the support challenges of the air and rail transportation industry.
HARDWARE MAINTENANCE
and support services
Our Maintenance and Support Services aim to ensure that your equipment not only meets but exceeds your expectations. Our repair and on-site maintenance services not only cover IER products but also multi-vendor equipment for the peace of mind of your entire IT platform.
EXTENDED WARRANTY PROGRAM
All IER products benefit from a one-year warranty. Upon request, IER products can come with an extended warranty of up to 5 years handled by our IER repair centers and partners.
•Covers parts and labour
•5-day turnaround time (excluding logistics) •Optional services:
Technical consumables (such as print heads) Logistics
Advance Exchange program (whole unit or module) Spare unit allocation
IER & MULTI-VENDOR DEPOT REPAIRS
Our repair process is designed to optimize the reliability of your equipment by anticipating future failures. Our contractual repair services include the repair of the fault, a systematic cleaning, the replacement of worn-out parts and the implementation of the relevant hardware and firmware updates. Upon request, we provide specific repair programs with customized turnaround times, dedicated logistics, leasing of spare units…
•2-to-5 day turnaround time (excluding logistics) •Optional services:
Technical consumables (such as print heads) Logistics
Advance Exchange and Spare unit allocation Warehousing and Asset Management IER & MULTI-VENDOR ON-SITE MAINTENANCE
Backed up by our worldwide network of repair centers, our local teams and partners provide on-site maintenance services as per your specific Service Level Agreements (SLA) requirements. IER handles the maintenance of multi-vendor equipment, such as printers, passport or ticket readers and also PCs, servers, routers, keyboards, monitors, etc.
•Full airport Common Use Terminal Equipment platform (CUTE) maintenance (24/7)
•Worldwide on-site interventions with response/fix times ranging from 1/2 hour to the next business day
•24/7 call management •Optional services:
Spare unit allocation Logistics
SOFTWARE MAINTENANCE
and support
In today’s world, keeping applications up-to-date with ever-changing business requirements and within tight budgets is a constant balancing act.
IER, as a global solution provider to the transportation industry, proposes a complete range of software solutions from self-service applications dedicated to passenger processing to airline back-office systems and equipment embedded application software.
In order to ensure the continuous improvement of your solutions’ and systems’ performance, IER provides software maintenance and support ser-vices:
MAINTENANCE
Regular software updates with enhanced functionalities. Priority fault resolution process.
SUPPORT
Reach our level 2 and level 3 software experts through our 24/7 support center.
SPARE PARTS AND CONSUMABLES
Spare parts and consumables are available from any of our local depots in Europe, the Middle East, USA and Asia. IER provides a wide range of paper consumables meeting the standard and specific requirements of the largest transportation networks. With our subsidiary, IER Graphic, equipped with latest-generation, high-volume machines, IER is now a leading supplier of RFID and standard bag tags, boarding passes, cou-pons, flight strips and cargo labels.
REFURBISHMENT SERVICES AND SECOND-HAND EQUIPMENT IER’s refurbishment programs protect your initial investment. Our services include a comprehensive refurbishment or refresh program for our entire product range with a 6-month limited warranty. IER also holds an inven-tory of second-hand units, available upon request.
WAREHOUSING AND DEPLOYMENT COORDINATION
Our worldwide service center network enables us to provide you with the expertise and resources to warehouse, stage, deploy and manage your equipment inventory.
A COMPREHENSIVE CUSS
support model:
Deployment coordination,
Site administration and software distribution, CUSS application acceptance (initial and on-going),
Preventative maintenance,
Replacement of paper consumables, Proactive remote fault logging and resolution, Dispatching of field engineers and coordination of fault resolution,
CUSS platform and application software expert level support,
Escalation of airline CUSS application resolution,
SUPPORT & MONITORING
for maximized solution availability
With our Support & Monitoring Center (SMC), IER offers 24/7 online customer assistance.
Our multilingual experts log the online or telephone calls into our service management system, diagnose faults, propose resolution plans and coordinate on-site interventions.
Several levels of services:
Online technical assistance: Our SMC agent defines the level of complexity
of the diagnosed fault, provides immediate assistance or resolves the fault by either transferring the call to the appropriate expert (hardware / software) or triggering an on-site intervention;
Monitoring services: Through our IER Monitoring System (IMS) our agents
receive automated fault alerts and proactively implement the appropriate corrective action in order to maximize the availability of your equipment;
Statistical follow-up and reporting: With our integrated service management
tools, IER provides customized reports on your installed base performance and related support costs.
CUSS KIOSKS MAINTENANCE
& support services
With more than 1,000 CUSS kiosks deployed in about 50 different sites worldwide, IER is a leading supplier of kiosk solutions including full on-site support.
Our on-site field engineers, backed-up by our Support & Monitoring Center (SMC) using the IER Monitoring System (IMS), provide 24/7 support for your kiosk solutions including multiple airline CUSS platform and application software.
IER CUSS KIOSKS SUPPORT & MONITORING PROCESS
IER SUPPORT & MONITORING CENTER
IER CUSTOMER SERVICE
& support
Providing the highest quality of Customer Service & Support is our mission. IER is indeed continuously investing in making sure our maintenance and support organization provides you with the best hardware and software support solutions so that your IT platform not only meets but exceeds your expectations at the lowest cost. Our Manufacturer-certified maintenance processes and our wide range of services are now available through our worldwide network of service centers and partners.
EXPERTISE
■ Over 15 years
of maintenance experience;
■ Wide range of value-added professionalservices and solutions;
■ Unequalled experience in kioskmaintenance and monitoring;
■ Worldwide networkof IER repair centers and certified partners.
REFERENCES
■ Over 30,000 repair interventions per year;
■ Over 50,000 calls per year handled by our
Support & Monitoring Center; ■ 5,000 self-service kiosks under maintenance contract; ■ Over 180 professionals dedicated to customer service. SUPPORT &
MONITORING OPERATIONSSERVICE
ON-SITE MAINTENANCE SUPPORT LOGISTICS SERVICE DELIVERY & PROJECT MANAGEMENT
• IER printers & readers • Multi-vendor equipment • CUSS kiosks
• Airport Cute platform • Preventative maintenance • Installed base audits
• Hardware support • Software maintenance • Software support (expert level) • Cuss applications acceptance • On-site support & deployment • Training IER CUSTOMER SERVICE & SUPPORT OFFERING • IER & multi-vendor equipment repair services • Advance exchange program for whole units and modules
• Refurbishment services • Second user equipment
• Spare parts & technical consumables
• Paper stocks: bag tags, (RFID & standard) tickets, boarding passes, flight strips • Solution design & costing • Relationship & contract
management • Service delivery
management • Third party vendor
management • Project coordination • Reporting • 24/7 helpdesk • Proactive monitoring • Call management • Dispatching of field engineers • Remote site administration
• Spare inventory optimization • Asset management (tracking,
deployment, disposal) • Value-added shipping services
including on-site swaps • Local inventories of spare parts
& consumables
• Allocation of spare units • Warehousing & staging
ons and terms might change without notice.
IER 3, rue Salomon de Rothschild BP 320 F-92156 Suresnes Cedex Tel: +33 (0)1 41 38 60 00 Fax: +33 (0)1 41 38 62 75 [email protected] France + 33 1 41 38 60 00 [email protected] USA + 1 254 933 50 29 [email protected] Germany + 49 5173 6906 30 [email protected] Singapore + 65 6276 6966 [email protected] United Kingdom + 44 20 8744 7650 [email protected] China + 86 21 6473 6792 [email protected] Spain + 34 91 535 88 66 [email protected] United Arab Emirates + 971 4 347 67 20 [email protected]
IER worldwide
IER provides technical and sales support to our Customers worldwide through a large network of subsidiaries and offices in France, Belgium, the United Kingdom, Canada, China, Germany, Singapore, Spain, the United Arab Emirates and the United States. IER also has numerous partner-supported depot repair centers worldwide. Each partner is staf-fed with IER trained repair technicians and uses our manufacturer-certified troubleshooting process.
CANADA
MONTREAL UNITED KINGDOM LONDON CHINA SHANGHAI BELGIUM BRUSSELS UNITED STATES BELTON DALLAS NEW YORK ORLANDO SPAIN BARCELONA MADRID FRANCE PARIS AIX AVELIN BESANÇON BLYES BUC LYON NANTES RUNGIS STRASBOURG GERMANY HANNOVER SINGAPORE SINGAPORE UNITED ARAB EMIRATES