MTI Business Services' internal process has been setup around your needs. As a result we thought that we should explain how to get the best out of your interactions with MTI.
Number 1 - Helpdesk
Often the first interaction with MTI is the Helpdesk.
Dial 0390388803 and speak with one of our technicians or email support@mti.support. This hits Helpdesk which is designed to answer quick questions and address simple issues. The Helpdesk operator may change from day to day, and they will do their best to understand your site should you call needing an instant answer.
Number 2 - Scheduled Technicians
This next stage of the MTI structure is where a technician is dedicated and scheduled to address your issue. This means that the technician will be able to concentrate, research and address your issue. Wherever possible MTI will try to allocate either a primary or a secondary technician to the ticket. This approach helps technicians to understand you the client and for you to build confidence in the technicians.
Number 3 - Escalated Issues
All of our technicians have specific skill sets that can see tickets escalated to them when needed. One of the benefits of MTI being a dynamic and broadly skilled team.
Note that Agreement Customers get a higher level of service with support and monitoring tools installed on your systems and a higher response time. If you would like this level of service contact quotes@mti.support and they will be happy to give you a price.
We hope that this assists you in understanding the way MTI seeks to help resolve your issues. If you have any feedback or questions please let us know.
