MBA is committed to ensuring that clients receive consistent high quality service. A dedicated Help Desk, with established escalation procedures, governed by a service level agreement (SLA), ensures that immediate issues are quickly resolved. Operations staff have direct access to on-site developers, which in turn are backed up by field service personnel.
MBA provides a Help Desk with dedicated phone access and facilities including a computerised call logging system and established escalation procedures. A team of highly qualified operators staffs the Help Desk and responds to questions and queries received by telephone or by email. Reported errors are logged, responded to promptly, and are tracked by the Helpdesk staff until resolved.
Service Level Agreements
MBA insist on providing a Service level agreement (SLA) as part of their systems operation and software supply.
The SLA specifies such items as response times to client fault reports, resolution timescales, and escalation procedures.
It also specifies the hours of operational and support coverage – these are designed to meet the requirements of each customer according to their requirements.
MBA’s monitoring systems provide the client with a wealth of statistics regarding operational up time and details of any system downtime. This transparency greatly aids the process of ensuring that MBA’s systems meet the particular operational requirements of each client.
MBA’s confidence in insisting on the provision of SLAs to accompany the provision of its services is underpinned by a long history of consistently outperforming client system performance targets.
Help Desk +44 (01962) 833753