::Please have the following information to hand when calling -
Contact Name
Make and Model of the faulty hardware (eg Compaq PC)
Monpellier Serial Number (found in the Monpellier ID label)
Nature of the fault or problem
All hardware requests for installation, repair or service are logged by the Commercial department into a computerised Work Control System. Whilst we can not prevent the failure of equipment, we do provide a level of on-site maintenance support, which will minimise any downtime and therefore prevent a major impact on your business. Using fully trained and experienced Computer Engineers, we will endeavour to respond within 8 hours. This could be a telephone call, site visit or loan equipment depending on the nature of the fault.
Logged Hardware Support calls are dealt with on 'first come first out' basis, with the exception of 'system critical' calls. These are calls where the customer has a major system failure and will gain priority over customers with a minor problem.
Escalation Procedures. All outstanding calls over 4 hours are the responsibility of the Technical Services Manager. He will liase (where necessary) directly with the Commercial Director, the manufacturer and the customer. All outstanding calls over 8 hours are the responsibility of the Commercial Director. The Technical Services Manager produces a monthly report for the directors of all these calls.
These procedures have been put in place by Monpellier to ensure that those needing priority assistance are dealt with as quickly and efficiently as possible. Should you ever have a major system failure we hope you will appreciate the need for this priority service facility. |
