Maintenance Contracts and Call-Out Support: Supporting Telecom / IT and Communication Systems, supplied, installed and commissioned by MGA Communication.Access to the Customer’s premises arranged to suit all. Service Response times are detailed below.

Warranty Support:

Normally 12 months following the effective completion and handover of systems under a specific contract.

In most cases, MGA undertake a number of pre-arranged courtesy visits during this period ensuring that the customer is satisfied with the newly installed system and if necessary carry out minor training or provide assistance as required. Recommendations are followed up with further support arranged directly with the Office, through the Contracts Manager as required.

Contracted Post Warranty Support:

System Support can either be with a formal Maintenance contract renewed annually or for a longer period, depending on the contract.This generally includes a pre-planned maintenance system inspection and to carryout any minor moves or changes during this visit. A Service Report Form is completed, copied to the Customer and to MGA’s Office. Recommendations are followed up with further support arranged directly with the Office, through the Contracts Manager as required.

Non Contracted Support (Fault Callout):

Where there is no formal Contract in place, a Service Request is initiated by the Office with a Service No. issued. A Field Engineer is contacted is tasked to respond to the reported fault. On completion, a Service Report is completed copied to the Customer and the Office.Recommendations are followed up with further support arranged directly with the Office, through the Contracts Manager as required.

Service Response Times:

Major System Failure (affecting more than 20% of the system) is responded to within 3 Hours of the report. The Support Control Log is completed detailing times and actions taken. A Service Report is completed copied to the Customer and the Office.

Minor System Failure (affecting less than 20% of the System) reported in the morning is responded to on the same working day. If reported in the afternoon, it will be responded to on the following day.

The Support Control Log is completed detailing times and actions taken. A Service Report is completed copied to the Customer and the Office.