Get expert help when you need it with direct access to 1st and 2nd Line support via email, customer portal and telephone during office hours. Underpinned by a market leading Service Level Agreement (SLA) with specific response and resolution times, your agreement covers core and additional SIMS Software and SIMS Next Gen as well as FMS. In the event that your issue cannot be resolved via email or over the telephone, your support agent will lead a remote access session. If an issue, software bug or the availability/performance of SIMS cannot be resolved by our 1st/2nd line teams, your case will be escalated to our in-house experts - SIMS Service Operations, Product and/or Development. Behind the scenes we will keep disruption to a minimum in the event of a service outage, with our dedicated Major Incident Team on hand to respond 24x7.