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.
Service CRM Software
Why not book and track your support calls on Line? we operate a highly effective
Service support CRM package, enabling our clients to book service calls,
additional works etc on line from our website. Each client has a bespoke
log in and reference, and is offered this option, at which time they can
log exactly the issue in their words, upon receipt of thiswe imediatly send
the client a receipt and log reference number. That call can and will be
tracked through by all parties until both sides agree total satisfaction
of that job. The whole process is designed to be totally transparent and
very easy to use.
If you dont want to log the calls and prefer to call us, then we will book
the call int the same software, so again you get the same benefits of a
log number and tracking it through to completion.
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.
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.