Service Level Agreements and Remote Support
Midland Telecom Services Limited is the support branch for the Midland Telecom group.
Midland Telecom Limited and
Midland Telecom Services Limited were formed 20 years ago, allowing us to offer unrivalled experience in a broad range of products and
systems.
Many of our engineers have been employed by the group for over 15 years, ensuring that our existing customers know them by name. We have designed the engineering and support staff to work in two groups, Installations and maintenance. This split of engineers ensures that we always have engineers on call for our existing
customers emergencies and call outs. Our nationwide cover of engineers enables us to offer industry standard support across the UK, on many different brands of systems.
We are able to maintain
Siemens,
Nortel, Meridian,
Aastra,
Toshiba,
Avaya,
LG,
Samsung, Philips, GPT Plessey and Panasonic equipment. We offer extremely competitive rates for maintenance and would urge you to contact us for a non obligation quotation. Indeed we offer highly discounted rates for new customers, and further discounts for any new customers who opt for our maintenance and
Least Cost Routing discounted lines and call package together. The benefit we have is our total solution, and total support, our engineers can cover system, lines and calls faults. Wouldn't you like to have one number to call for all your telephony problems?
Remote Maintenance
Most new systems benefit from integral Modems, enabling our engineers to diagnose faults and make changes to your systems, without the need for us to visit your site. The majority of our service calls are now dealt with in the manner, we have total control and visibility of your systems from our office. This gives you faster service response times, and allows us to only visit the call outs that require a physical visit, ensuring that we always have engineers to hand for you.
On-site Customer Administration Software
Many systems have a tailored down version of this software that we can install on site for our customers to make minor changes themselves. The programmes are usually windows based, and very easy to use once we have trained a certain member/s of staff at your company. This will enable you to make name, extension, group, time and date changes for example yourselves without the need to contact us. This software is usually included in the package for a nominal fee of around £160.00.
On site Engineering
We have a very experienced team of on-site engineers that visit your company to fix and reprogramme the systems we maintain. We offer true UK coverage which is becoming key in the
VOIP era. Our engineers carry over £2500.00 worth of stock in their Vehicles, and have access to our central stores in Birmingham, where we hold over £100,000.00 worth of relevant parts. Any further equipment required can be purchased from our partners on early next day delivery, meaning we can fix your systems on time every time.
Service Level Agreements
Some companies service requirements are different, which is why we offer a range of separate SLA's designed to offer the correct amount and level of cover to all types of business's.
These are as follows:
- Standard maintenance cover- We offer a 4 hour site response for emergencies, such as system failures, or where more than 25% of the handsets are down. For smaller issues such as a single handset failure we offer a 16 hour response. However please remember that all our maintenance customers benefit from Remote maintenance ( systems dependent) and therefore the response and fix times are usually far shorter. Hours covered are 8.30am to 5.30pm Monday to Friday.
- Golden Cover- This is for our council, health authorities, and blue chip companies, or indeed any company where the 'up-time' of their telephone systems is critical to their business. This is priced bespoke and can offer a 4 hour response for all calls. Hours covered are 8.30 am to 5.30 pm Monday to Friday.
- Platinum Cover- This is our top grade of cover, again priced bespoke and offer a 4 Hour Fix, with 2 Hour response.
In addition to Midland Telecom Services Support we are backed by all our partners, whom if required can offer 2 hour Fix 24/7 maintenance, again this is priced bespoke.
We can of course offer references for all our work upon request.
