On-Site Support

1 Hour System-Critical Call-Out

Within one hour (and in 80% of cases, within 15 minutes) of identifying your System-Critical issue or from receiving your call, it will have been escalated to our senior engineers who will deal with the problem immediately or if required, will despatch an engineer to your site – the engineer will be with you within 4 hours (in 75% of cases within 1 hour).

8 Hour Non-Critical Call-Out

If your issue is not system-critical – generally workstation and printer problems, this is classified as a Non-Critical issue (although we realise that a local workstation issue that must be resolved in order for a major boardroom presentation can also be business-critical!).

95% of such issues are dealt with remotely by the MLR Helpdesk, but if your problem requires an engineer to visit you and they will be with you within 8 working hours