Question 1

What does IFS Applications support include?

Accepted Answer

Pro DBA provides a technical managed service for IFS. Depending on the agreed scope, it can include a UK service desk, 24/7 response, IFS monitoring, health checks, housekeeping, middleware and application service support, patch deployment, performance investigation, backup and restore support, database cloning, reporting and liaison with IFS Support. The exact checks and responsibilities are tailored to the IFS release, hosting model and internal team.

Question 2

Is Pro DBA's IFS support functional or technical?

Accepted Answer

The core Pro DBA service is technical. It supports the IFS technology stack and operational service rather than automatically providing a full first-line user desk or consultancy across every IFS business module. If a customer needs functional process support, configuration advice or end-user training, that requirement should be identified during scoping and confirmed explicitly.

Question 3

How is Pro DBA support different from IFS Support?

Accepted Answer

IFS Support is the software vendor route for entitled product fixes, updates and vendor-owned issues. Pro DBA manages the customer's live technical environment and the operational work around it, such as monitoring, diagnosis, housekeeping, database and middleware evidence, patch preparation and supplier coordination. The services are complementary. Pro DBA can help build and progress an IFS case, but it does not replace the customer's IFS software support entitlement.

Question 4

Can Pro DBA provide 24/7 IFS support with a guaranteed response?

Accepted Answer

Yes, 24/7 technical support options and contracted response commitments are available. Pro DBA's current G-Cloud service states a 15-minute maximum technical response, available 24/7. The customer's actual agreement must define severity, what starts the response clock, supported contacts, access requirements, exclusions and the distinction between response and resolution. No provider can promise a fixed resolution time for every fault before the cause is known.

Question 5

Which IFS versions and deployment models can Pro DBA support?

Accepted Answer

Support is assessed against the actual estate rather than promised for every historical or current release. Pro DBA reviews IFS Applications or IFS Cloud version, residency model, database, middleware, operating platform, integrations, vendor support status and the components the customer is allowed to administer. Public, private and hybrid cloud support models are available, but an IFS-hosted Cloud service has different boundaries from a customer-managed environment.

Question 6

Can Pro DBA work alongside our internal IFS team or implementation partner?

Accepted Answer

Yes. A co-managed model can leave functional ownership, roadmap and selected daily tasks with the customer while Pro DBA provides monitoring, technical investigation, database and middleware depth, out-of-hours cover or release support. Responsibilities and escalation are recorded during onboarding so the customer, Pro DBA, IFS and any implementation partner know who leads each type of incident or change.

Question 7

How are IFS support incidents prioritised?

Accepted Answer

Priority should be based on business impact and urgency, not only the wording of the initial ticket. The support agreement defines severity levels, supported hours, authorised contacts and response commitments. During triage, Pro DBA confirms the affected service, users, workaround, recent changes and evidence available. The priority can be revised when the impact changes or new facts show that the incident is more or less serious than first reported.

Question 8

Does IFS Applications support include monitoring and patching?

Accepted Answer

It can. Pro DBA's published service includes proactive IFS monitoring, preventative maintenance, housekeeping and release management. The exact monitoring items and patch responsibilities vary because IFS Applications and IFS Cloud use different architectures and update methods. The contract should state which environments and components are monitored, who approves changes, what testing the customer performs and which maintenance windows are available.

Question 9

How does Pro DBA take over an existing IFS support service?

Accepted Answer

The transition starts with discovery, a technical health check and structured knowledge transfer. Pro DBA records the estate, access, integrations, current suppliers, open incidents, monitoring, maintenance backlog, runbooks and known risks. Findings are prioritised and the parties agree service levels, ticket routes, escalation, reporting and a support start date. Where risk warrants it, a shadow or stabilisation period can be used before full responsibility transfers.

IFS Applications Support for Business-Critical Operations

When IFS Support Is Consuming the Team Instead of Protecting Operations

Technical IFS Support That Extends Your Internal Team

Certified standards. Built into how we work.

Choose the IFS Support Model That Matches Your Team

Fully Managed Technical Support

Co-Managed Support for IFS Teams

Transition, Stabilisation and Project Cover

30 years of keeping critical systems running

Give IFS Incidents, Maintenance and Escalation a Clear Route

Faster Technical Triage

Clearer Service Evidence

Fewer Recurring Incidents

More Time for Internal Improvement

How Pro DBA Transitions and Runs IFS Applications Support

Discover the Estate and Operating Model

Complete a Health Check and Baseline

Agree Scope, Service Levels and Escalation

Operate, Review and Improve

IFS Application, Middleware and Service Management Coverage

Application Monitoring and Housekeeping

Middleware and Technical Stack

Service Management

Maintenance and Technical Assurance

Trusted by Organisations Running Critical Database and IFS Environments

IFS Applications Support FAQs

Bring in the Right IFS Specialists

How can we help?

London office

Head office