Technical Support Centre
Onsite Maintenance - Emergency Callout
Expert planned preventative maintenance, emergency call-out, optimisation and enhanced support services.
Located in Sutton Coldfield, Workspace Technology’s Technical Support Centre (TSC) provides advice and support to our service clients.
The Technical Support Centre provides a central point for fault management and well as general advice and technical support. The TSC can be accessed by telephone or via the secure client web portal.
The Technical Support Centre provides access to the following services:
- Live online support - Live Chat application linked to our Technical Support Centre.
- Online Fault Logging - provides access to the Fault Log menu to register fault details.
- Service Contract Phone Number Details displays a full list of the Out of Hours and Normal Hours service contract numbers.
Our Client Portal provides secure access to a range of information and services including Technical Service Bulletins, Equipment Manuals and site-specific Service Contract and ‘As Installed’ documentation. Technical assistance is also on hand via the portal with direct access to Workspace Technology’s Technical Support Centre.
Planned Works Scheduling
Workspace Technology’s team will produce annually in advance a PPM Service Schedule for all new or renewed service contracts. PPM Service Schedules are shared in advance with clients and updated throughout the contract term in order to finalise attendance which is typically agreed within three weeks of the actual attendance date. Any changes are confirmed and agreed with the client in advance.
Service Contract Reporting
Depending on the contract details Workspace Technology may provide Monthly/Quarterly or Annual reporting of Reactive, Planned & Emergency Callout. Reports include a list of works undertaken, costs where applicable, PPM reports, emergency callout maintenance.
Service reports are scanned and stored in the client portal and are available for viewing online via the service portal.
Health & Safety/RAMS
Workspace Technology has a comprehensive Health & Safety Policy document and procedures in place. We are a CHAS and Safe Contractor accredited organisation.
The company’s risk assessment procedures ensure that all significant health and safety risks arising from its service related activities are identified and control measures defined to reduce the risks to ‘as low as is reasonably practicable’.
Workspace Technology’s Service Administration team will implement advanced site-specific RAMS for all reactive and planned preventative contract activities.
During contract commencement, the agreed charging mechanisms are documented, typically charging will include the following elements: fixed price contract, unplanned chargeable works, planned reactive chargeable works and consumables as appropriate to the agreed contract.
Workspace Technology aims to supply quotations for unplanned and planned chargeable works within two working days for urgent and three working days for non-urgent works from the point that the additional work been identified. Workspace Technology monitors adherence to the SLA performance in relation to quotations by logging both the date of notification and date of issue for all quotes.
Contract Quality Assurance
Workspace Technology operates quality procedures as part of our service related business and are ISO90001 accredited. Details of our Management Information and Record-Keeping, Performance Assessment and Supervision, Customer Satisfaction, Change Management and Sub contractor, Monitoring are detailed within our quality procedures.
For more information on our full range of Data Centre Maintenance Services please contact our sales team on 0121 354 4894 or send us a message.