KEY FEATURES

• Can be customised to client-specific requirements
• Identification of any mission-critical and business-critical sites
• Automatic triggering of the escalation processes
• Monitoring of incidents, reporting, resource utilisation, escalation, boot stock, & spare parts holdings
• The status of a call can be viewed by the client by logging onto the Mustek customer portal and entering the specific reference number

MST can deploy Site Managers per site if required

Apart from the user being prompted to take part in a service delivery survey on the Engineers’ PDA on physical sign-off, we also randomly select calls to query Users on their perception of our service delivery.

The results of these surveys are reported on every month and discussed during the SLA meetings to ensure that MST meet customer’s expectations and to discuss any service improvement plans with customers should a need arise.

This information also provides us with a basis for continuous service delivery improvement.  In the case where no electronic link is available to log the necessary calls, calls can also be captured manually.  In such cases, an SMS will be sent as proof that the call was received and dealt with.  All calls receive a unique number starting at 1 at the beginning of each month, e.g. 1 of 06/2020.