Implementation & Support
As a MACH customer you expect and deserve responsive technical support, wherever you are located and whatever services and solutions you are working with.
MACH support services ensure peace of mind:
- In an increasingly real-time world our support services operate in real-time, not several hours or days after you need us
- Clearly defined first contact and escalation processes ensure that you know exactly what is happening to resolve any issues
- ONESupport: Automated ticketing and workflow, reduces manual intervention for faster response and ensures our experts know exactly what your issues are, as soon as possible
- MACH support teams have a wealth of experience and knowledge to ensure speedy resolution of issues
- Mirror location structure means that no customers are negatively affected by upgrades or maintenance requirements
MACH provides full consultancy, scoping, project management, implementation, training and post implementation support services, as well as pro-active health checks, regular support calls and status meetings, to ensure any issues are resolved quickly and efficiently.
MACH invests in global support services, and our support teams are available on a 24x7 basis, to ensure that our expertise is available to support your business, with experienced staff and world class infrastructure, for your peace of mind.
- Dedicated support teams to understand your business better, governed by strict KPIs and performance monitoring
- Ease of access to MACH using ONESupport service portal
- Expert implementation resources and clearly defined handover to support teams, following customer acceptance
- Access to user documentation via MACH portal
- Appropriate support for real-time services (NRTRDE, Prepaid Roaming, CAMEL services, Datafuse etc)
- MACH Fraud, BI and other reporting solutions are updated in near real-time for optimum revenue protection and analysis
- Support packages to suit your needs, including pro-active health-checks and regular support calls and review meetings, to resolve any issues before they become problems