Maintenance & Service

Overview:

Ongoing Maintenance and Support

As a service provider, our relationship with our customers doesn’t just end once the equipment has been installed. We look after your equipment for the duration of a contract, ensuring that your photocopier, IT system or telephone system works just as well on the last day of the contract as it did on day one.

Photocopiers, Printers & Managed Print Services

As part of the Midshire Managed Print Service, our customers receive ongoing service support for the duration of the contract. All service calls are handled by our in-house Customer Service Department. All service requests are logged electronically. Support calls are then assigned to the correct department for action. Engineers are assigned to attend hardware calls based on experience and location.

We do not use subcontractors for our photocopier service contracts. We have over 47 manufacturer trained engineers and technicians as part of the service team, that operate on a targeted 4-hour response time.

Our engineers have attended and continue to attend manufacturer run courses to improve their knowledge and experience of the machines they service. In addition, engineers from the relevant manufacturers can accompany our engineers on customer calls, in extreme or rare cases, to maintain high support and knowledge levels.

To prevent return-to-fit calls, all engineers carry a substantial car stock of spare parts. However, on occasion when a part not available on the car stock, engineers will look to other engineers located close by to obtain the required part. However, if this is still not possible, then the part will be ordered and dispatched via by-box (business delivery service) to the engineer overnight. We aim for all engineers to carry a complete car stock and this is updated daily.

Midshire provides our customers with monthly service reports throughout the contract, at no additional cost, covering: machine uptime, the number of service calls, elapsed time before engineer is on site and number of copies per machine.

IT Support Contracts

Midshire IT Services offer a bespoke IT support solution for any size business. We can support you and your staff with any IT related problem or technical questions.  Our bespoke services are designed around you and the way you work, with access to our 3-tier support helpline and onsite visits from an IT expert.

• Onsite visits as you need them
• Regular site visits
• Emergency callout
• Installations and setup
• Helpdesk: 8:30am – 5:30pm Monday to Friday
• Hardware and software support
• Server monitoring
• Data backup

Telephone System Maintenance and Support

Offering telephone system maintenance on a wide range of phone systems, Midshire is an award-winning telecoms provider recognized for our skills and expertise within the telecoms industry.

Your communication system is critical to your business. If something goes wrong, your business could potentially incur a loss running into thousands of pounds. It is therefore essential that you are able to get back on your feet as possible, and limit any downtime.

Midshire specialises in providing a full, comprehensive and professional service for our customers. All of our engineers are highly experienced manufacturer trained system engineers working to the highest levels, who will always provide and excellent service, throughout the UK.

Our maintenance and support contracts include:

• Replacement parts
• Labour
• Telephone system chassis
• Handsets
• Curly cords
• Cabling
• Engineer call outs
• Software updates
• Moves, Adds and Changes (MACs)
• Re-programming
• Remote programming.

Support can be accessed in a number of ways:

• Telephone (8.30am – 5.30pm): Support requests are logged immediately and assigned a reference number.

• Website Customer Portal (24/7): The Midshire website is fully responsive. This means that support can be accessed on a desktop computer, laptop, mobile or tablet.

• Email (24/7): Support request emails are responded to within 4 working hours. Email responses will supply a reference number which can be tracked on the Midshire support system.