In today’s fast moving business environment all organisations depend heavily on their
IT systems. The impact of losing your email
or internet for a day could be dramatic. It could lead to lost clients, staff downtime
and lost revenue
Our key aim is to provide customers with IT that is efficient and free from problems. MWL Systems consultants design robust and resilient systems that allow you to focus on running your business, but accept that aspects of even the most comprehensive installation will fail from time to time.
Our MWL-Assist and MWL-Assist Proactive frameworks comprise a range of service and support options tailored to meet your specific requirements. The service level can range from fully comprehensive system support
(for customers with no IT presence) to third level escalation from your
own IT team.
Your support calls can be logged via phone, email or the helpdesk portal. The severity of each call is determined and monitored to a strict Service Level Agreement (SLA) until resolution.
We believe in investing in the training of our staff and truly believe this has a positive impact on customer and staff retention.
| Service | MWL-assist | MWL-assist Proactive |
|---|---|---|
| Helpdesk support 08:30 to 17:00, Monday to Friday |
 |
|
| Unlimited Telephone and Remote Access support |
|
|
| On-site support at no additional cost | |
|
| Impartial advice on project work or system upgrades |
|
|
| Professional, qualified support engineers | |
|
| Service Level Agreements | |
|
| Home Worker Remote Assistance | |
|
| Warranty call management | |
|
| Monitoring of antivirus definition updates | |
|
| Management of Windows updates | |
|
| Management of Software updates | |
|
| Backup success/failure monitoring | |
|
| Disk Space and growth monitoring | |
|
| Unlimited Free Advice | |
|
| User Account Adds, Moves and Changes | |
|
| Priority escalation to Microsoft as required | |
