What are the fault reporting procedures?
IMX uses its online IssueTracker system to track all problems, enhancements and system changes. This information is used and made available to clients. 1. Helpdesk are raised by the Licensee for all problems encountered with the Product. A form may also be used to request enhancements by the Licensee for the Product. Whenever a problem is encountered or an enhancement is required, the Licensee will complete the details on IssueTracker. Priority 1 and 2 calls can be notified to IMX via phone or facsimile, and IMX will enter the problem into their IssueTracker system. On receipt of the details the IMX will act on the details on their request for service system. If an estimate is required the details of changes and costs are completed in the appropriate section of the RFS form and then faxed/emailed to the Licensee for authorisation. On receipt of the RFS the Licensee will review the estimated costs and may approve the changes by completing the relevant details on the bottom of the RFS an
