Telephone System Support Services
MPS Networks offers complete project management, supply, installation, and end-to-end support of Fixed and Mobile Business Telephony Products from manufacturers including Mitel, Panasonic and NEC.
We have over 100 years combined telephony experience and offer 3 levels of service; Standard Support, Priority Support and Premier Support.
Priority and Premier Support services offer enhanced response times, dedicated support email and priority telephone numbers through to the support desk.
Depending on the level of support we would aim to respond to customers within 30 minutes with a tailored on-site fix time within hours if required.
Why partner with MPS for technical support
Before we take on any new product or release we ensure we are fully trained, it’s fully tested in house and that we completely understand it. Being fluent in a product reduces the amount of 3rd party supplier engagement and support needed for the complex solutions. That coupled with the years of telephony experience we have means we are confident in providing accurate consultancy from the launch of a new product.
We have dedicated support desk staff so customers are always speaking to the same team.
Faults, Moves, Adds and Changes are logged on our Case Management System and follow a workflow until resolution. This system enables us to see the complete history of open or closed cases, who was involved and what we did to resolve the support case. This helps us recognise repeat faults, diagnose them sooner and ensures we use the same resources if need be to reduce downtime.
We understand that local knowledge is key for providing efficient service visits, therefore where possible we will aim to use the same field engineers from initial installation through to on-going site support.
We can provide a tailored support agreement that offers around the clock support, 7 days a week.
Emails to the support desk automatically create tickets on our case management system. The system automatically responds to the customer with their unique Case Reference ID.
