SLA | Service Level Agreements

Name:
Tel No.
Company:
Email:
Interested In:
Query:

I am a registered user

I am a multi-site manager

07/10/2008
new website launched
we have launched our new website this week
...read more

19/01/2009
Midland Telecom Partner with NEC
Midland Telecom partner with NEC for their Univerge 360 unified comms solution
...read more

02/04/2009
What Recession?
Midland Telecom kick on!!
...read more

15/07/2009
Midland Telecom deploy global NEC solution for Red Prairie
Midland Telecom have just completed a global 6 site VOIP NEC solution for market leaders Red Prairie. With 6 sites in total spanning over 450 extensions we are very happy with the deployment, and management of their Lines and Calls network services being an addition also.
...read more

01/08/2009
Midland telecom e Shop Opens for business
Midland Telecom have teamed up with Nimans/Rocom to develop and launch their new E shop. www.midlandtelecomshop.co.uk
...read more

09/02/2010
Midland Telecom kick on with Aastra
Midland Telecom Strengthen relationship with Aastra Telecom
...read more

09/06/2010
Midland Telecom enjoy success with NEC
Midland Telecom enjoy success with the NEC SV8100
...read more

14/07/2010
Midland TML Expand
Midland TML, Midland Telecoms Lines, calls and broadband division expand
...read more

09/08/2010
Midland TML sell Mobile Phones
Midland TML now have a Mobile Phones division
...read more

11/08/2010
Midland Telecom enjoy Big Wins With Siemens
Midland Telecom Win high profile Bids with Siemens Openscape
...read more

12/08/2010
leasing on the up
Leasing becomes more the weapon of choice
...read more

12/08/2010
Aastra Success
Midland Telecom enjoy new benefits of the Aastra Intelligate
...read more

12/08/2010
Midland work with Nissan
Midland Telecom roll our NEC SV8100's for Nissan
...read more

06/10/2010
Midland Telecom Portfolio
Midland Telecom Portfolio grows
...read more

11/10/2010
Midland Telecom resume
Description of Midland telecom
...read more

15/10/2010
Big Win for Midland Telecom
Midland telecom are awarded the tender for University College Birmingham
...read more

24/06/2011
midland telecom upgrade with the Aastra 400
Midland Telecom continue their 10 year plan with Ascom/Aastra with the adoption of their new range the Aastra 400
...read more

04/07/2011
midland upgrade with Avaya Ip 500
Midland telecom expand their partnership with Avaya
...read more

05/07/2011
twitter, facebook and Linkedin
Midland telecom go Social !!!
...read more

06/07/2011
Midland telecom take on the NEC SL1100
Midland Telecom continue their commitment with NEc with their latest NEC SL 1100 digital/IP phone system
...read more

06/09/2011
Siemens Lead the Gartner Magic Quadrant UC 2011 reports
Each year Gartner publish their well regarded reports on the telecoms industry. The Latest gartner reports on Unified communications places Siemens at the Top of their Magic Quadrant.
...read more

17/11/2011
Midland Telecom Partner with Cisco
Midland Telecom have extended their partnership with Cisco to become a fully accredited select Partner. we are now fully trained on sales and engineering to deploy The Cisco portfolio of Voice, Data and Security products.
...read more

>> View all news

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.

Aastra

Toshiba

Microsoft

Cisco Systems