The Building People has an IWMS Technical Support Help Desk staffed from 7 AM to 8 PM EST Monday through Friday. Calls received between 8 PM and 7 AM are forwarded to the IWMS support person on call. The Building People provides On Demand Technical Support that is billed in 15-minute increments. The Building People will provide a yearly technical support option that includes an agreed upon maximum amount of technical support hours for the year.
In addition to On Demand Technical Support, we offer the following full-time support options if required:
- On Demand: Non-dedicated Help Desk support billed (in 15 minute increments) on an hourly basis
- Silver: 5 x 12 Help Desk with one dedicated person
- Gold: 7 x 24 Help Desk with one dedicated person
We consider support to be more than a help desk. While we provide ongoing technical support, we continue the partnership with each customer to help the solution grow and change with their organization.
The Building People uses JIRA to track and support customer’s issues. Currently customers are not able to access the system directly, however, we provide regular status updates and/or reports on issues and progress resolution. We are working on a customer facing portal for customers to directly submit tickets. In the meantime, we set up an email for all support items, which would be routed to The Building People to create a ticket and begin working.
In our partnership with the client, we are upfront about the commitment required for not just a successful implementation, but the day to day maintenance long after the initial project has been completed.
Our approach equips people to be smarter through smarter technologies and smarter buildings.
We ensure project leaders understand the change management, cybersecurity, infrastructure, and stakeholder engagement required to deliver the future of facilities today. Tenants must experience these innovations in a way that inspires them to transform how they interact with next-generation built environments. We encourage individuals to see their environment as a tool to support their work, the mission, and the impact they will have on generations to come.