MTI Services

Customer Services

Once the implementation “Build” phase has been finished and the Hardware and Software has been successfully implemented to the complete satisfaction of the customer, the operational “Run” phase is started. Throughout this phase, two major services must be provided to the Customer in order to guarantee the level of service required by the business lines: “support” and “maintenance”. Due to the possible incidents and the continuous evolution of the infrastructure, these two services are paramount. Indeed, a production incident can cause a real impact to data availability and performance of the whole system and so can greatly disrupt ongoing business operations. Depending on the severity level, an incident must be treated quickly to restore in the fastest and stable way the service provided. On the maintenance aspect, release management, technical refresh are keys to reduce costs and improve infrastructure reliability and flexibility.

MTI’s Support

From 25 years, MTI is dedicated to continuous improvement and providing Customers world-class services. MTI has developed best practises and recognised methodologies for helping their Customers in the “Run” Phases to achieve business goals. Due to the wide range of products integrated within an infrastructure, Customer services requires broad competences and huge experience in this domain. MTI’s experts are certified on technologies supported including third parties tools.

MTI wants to protect Customer’s technology investment. Proper maintenance and preventive service procedures, by factory-trained Customer Service Engineers is fundamental to ensuring reliable operation. For each Customer, MTI dedicates a Customer Service Representative. This single point of contact helps you choose an appropriate and affordable service contract and support that offers the protection you need.

MTI’s Customer Service activities

	ACTIVITIES	MAIN TASKS & BENEFITS
	CALL CENTER	MTI’s Customer Call Center is available 24x7. Single point of contact for all products oriented Customer’s satisfaction. Incident database, reports, metrics and statistics. Keep the customer informed
	INCIDENT MANAGEMENT	Incident management, business priority and escalation process. Investigation and diagnosis for all products sold and maintained by MTI. Classify the incident and necessary level of support. Manage coordination with MTI’s management and third parties. Repair and/or propose a work around if necessary. Optimise Mean Time To Repair (MTTR). Restore level of service in the shortest time and minimize impact on business.
	PROBLEM MANAGEMENT	Avoid or Reduce incidents on Customer’s infrastructure. Remove the causes of incidents permanently for Customer’s IT infrastructure. Classify problems and determine changes necessary to permanently fix knows errors.
	CHANGE MANAGEMENT	Provide Customers with standardised methods and procedures for any change on infrastructure avoiding service disruption. Ensure reliability and responsiveness of IT infrastructure services. Define clear efficient connected tasks and approvals (workflow). Prioritise and categorise changes, determine risks and associated impacts.
	RELEASE MANAGEMENT	Optimise software and hardware coherency and interoperability over IT infrastructure. Manage Customer’s releases needs, planning and rollout of new releases. Release distribution procedures. Test and validate the new environment relating to the SLA. Upgrade Customer’s documentations and Database (CMDB).
	CONTRACT	Management of the maintenance contract with the Customer. Propose renewal option and technical refresh to optimise TCO and improve ROI.

MTI’s Maintenance

The products purchased from MTI may be covered by a warranty or optional service contract. With few exceptions, we cover what we sell. MTI is proud to offer service contracts with a variety of support and coverage options tailored to meet Customer’s expectations and needs. Customer can expect periodic calls from its Customer Service Representative. This person is mainly responsible for answering Customer questions about products and services, taking add-on orders, and renewing maintenance contract. About 120 days before warranty or service contract expiration, this person will contact the customer to discuss renewal options.

As the business needs change, Customer may want to compare maintenance expenses to the costs of purchasing newer-technology products. As part of MTI emphasis on Information Lifecycle, MTI Sales Representative can engage Sales Engineering resources that can help Customer make theses decisions and optimise your investment. An assessment can be performed to get a clear view of the existing system and then define the best architecture to support Company’s Business.

MTI Support Services - Call Centre

MTI’s Customer Call Center is available 24X7. MTI call center team is dedicated to filling your service needs quickly and efficiently based on the ITIL best practices. Customer is organize around five main steps:

Step one: Record the incident and impacts on operations.
Match to knowledge base and knows error ?
Step two: Classify the incident and severity level.
Determine escalation procedure if necessary.
Step three: Investigation and diagnostic.
Check for possible Workaround.
Step four: Clean up and restore Customer’s service.
Update incident record.
Step five: Incident review with the Customer and closure.

During the process, MTI dedicates a Customer Service Representative with the priority to restore the service and keep the Customer updated. All support staff are trained on technologies sold by MTI.

MTI Support Services - Fault Handling & Escalation

MTI Expertise

MTI’s core expertise is based upon its manufacturing heritage and 25 years of operating in the storage and technology industry. Over this period, MTI’s staff have developed key Infrastructure Solutions and the service philosophy which is at the core of MTI’s business operation. MTI’s business is built on the following key capabilities:

Specialist in house expertise & knowledge
Project Management capability
Managed Services capability
Proven track record
Unique business processes
Solution testing capability
Customer focus & service (24x7x52)
Vendor independence
Industry best practice
Highest level of certification with our key partners

These skills, knowledge base and work practices enable MTI to understand a customers business and IT problems. Then design, implement, test, service and maintain the right solution for the right business requirements.

Key Partners

MTI’s key partner relationships with the leading Infrastructure technology companies, allows MTI to extend its key competence and capability to deliver infrastructure solutions that enhance the storage and storage related solutions it delivers to its EMEA customer base. These relationships capitalise on the partners market leading positions, world class technology, geographical coverage and services led solutions. The combination of these skills ensures MTI delivers world class solutions designed to meet its customers unique requirements.