By providing peace of mind with a support service that is customised to our customers' business requirements, our maintenance contracts will ensure that support is only a phone call away.

At CWL Systems we work with our customers to identify the level of support required for their particular business. Whether it be remote management or a simple hardware replacement requirement, we are aware that one size does not fit all and today's business requirements change all the time, so flexibility is vital.

Our strong vendor relationships allow us to work closely with our vendor partners, where necessary, to provide quick and effective resolutions to customer queries. Our clear escalation procedures provide an effective and consistent response to all support requests.
The following combination of services are available in any combination as maintenance contracts:

Telephone support is available providing customers with the ability to report faults and raise queries at any time within their hours of contract. With access to a full range of hardware spares, the team are able to replicate network issues and talk customers through fixes over the telephone.

On-site support contracts provide greater reassurance that engineers will be assigned within the Service Level Agreement to address and escalate faults according to the contracted services.

Remote diagnostics - where appropriate, our bespoke maintenance contracts can involve the use of remote diagnostics, both proactive and reactive, allowing our engineers to dial into the customer's network to identify and address problems arising within the network.

Hardware replacement - simple replacement of hardware spares should faults arise with contracted hardware is available. Bespoke contracts can be agreed should particular service levels be required. More>>>>

Remote monitoring offers other benefits such a reporting of activity levels - this in turn allows us to identify potential areas of improvement within the network. More on our “Proactive Plus” service >>