Services

SERVICES

We help with strategies and evaluate, design, develop and implement the systems for the transportation of businesses.

Creating excellent customer service delivery culture, enhancing technical knowledge, and empowering in decision making and career development.

Technical, maintenance, help-desk and customer support services to ensure that the security devices operate reliably and effectively.

Creating excellent customer service delivery culture, enhancing technical knowledge, and empowering in decision making and business development.

Project from Receiving Letter of Award Phase to Project Hand Over will take 6 weeks.

CONSULTING & DESIGN

Our talented consultants help customers define the strategies and evaluate, design, develop and implement the systems that best achieve their transformation. 

An end-to-end provider, MSP has deep expertise in all facets of clients’ business and technology environments, enabling us to not only consult but also in designing the solution. Our services are complemented by MSP’s best-fit nationwide delivery approach to provide the combination of value and expertise required.

IMPLEMENTATION Methodology

Approach has evolved from many years of best practice experience in planning, developing, testing and implementing solutions.

Our implement approach is supported by comprehensive project management methodology, strategies, implementation and Integration processes and services. The same methodology was also employed successfully in our other hardware deployment implementation. The large-scale project management experience of our people and partners provide one of the best qualities, change management, information technology strategy and support services available.

We believe that we have a workable strategy to ensure success for the project. In our careful evaluation, we realized that just by having the right solution is not enough. It is the way the implementation is carried out which will determine the success of the project. Our vast experiences in System Integration in similar projects qualify the belief.

HELPDESK | MAINTENANCE ONSITE SUPPORT

MSP provides technical, maintenance, help-desk and customer support services to ensure that the security devices operate reliably and effectively. At present, all these support services are provided by our field engineers who have been based regionally, located at Kuala Lumpur, MSP Headquarters (KL), Kelana Jaya , Melaka, Johor Bahru, Ipoh, Penang, Alor Setar, Kuantan, Kota Bharu, Kuala Trengganu, Kuching, Miri, Kota Kinabalu, Tawau and reaching to nationwide.

Customer Service Management (CSM) is divided into two sections which are Customer Care Center (CCC) and Customer Relationship Management Support (CRMS).

The objective of CSM are:

  • Provides first level support for all MSP products systems and services
  • Promoting customer satisfaction and customer service excellence
  • Adoption of best practices and management of service level quality

The CSM functions are:

  • Operates 365 days 24 hours
  • Extensive reporting services
  • Guardian of the Service Level Agreement (SLA) fulfilment for MSP

CCC will be the single point of contact for problem management and all problem resolution activities will be recorded in the problem management system. CCC will update the problem status to the user using the information from the database at intervals agreed in the Service Level. Customer Relationship Management Support (CRMS) is providing incident and SLA report.

First level support for CCC will be provided by:

  • Perform proactive monitoring for network connectivity (7.30am to 11.00pm daily)
  • Coordinate incident logs and send notification for critical incidents to customers and service providers
  • Onsite support services at customer sites. (Business hours only)
  • Provides reports based on customer’s requirement.
  • Management of Service Level for incidents.

Second level support for CSM will be provided by:

  • Datacentre Support Engineers (DSE)
  • Security & Network Engineers (CCIE)

The CSM scope of work includes:

  • Problem Receiving, Logging and Prioritization.
  • Receiving all problems via telephone, email or fax.
  • Customer details and description of problems received will be logged into Problem
  • Management System and problem ticket number will be produced automatically.
  • The problem ticket number to be given to the customer for future reference.

Problem Assignment, Diagnosis and Escalation

  • The Analyst will assign severity level to the problem depending on its criticality and impact.
  • The Analyst will perform first level trouble shooting using the tools available at the first level support.
  • Should the analyst not able to solve the problem, it will be escalated to the second level support through the Problem Management System and other mechanisms i.e. telephone, e-mail.
  • The occurrences of Severity 1 problems will be notified to 2nd level in 5 minutes.

Problem Resolution

If the problem can be resolved by first level, the analyst will inform customer and close the problem log, if it is resolved by second level support or other contractors, they will follow up with the second level support or contractors until the problem resolved and close the problem and notify the users.

Incident Reporting and Reviewing

  • MSP will continuously review outstanding customer’s problems.
  • MSP will perform follow up of problems at 2nd level.
  • Work History will be updated in the problem management system upon getting important information, feedback from second level/vendor or any action taken by analyst/second level/vendor in order to resolve the problem.
  • Conversation tracking facility for call tracking and abandon call.
  • 365 x 24 x 7 operation with three shifts around a clock.
  • Voice logger system is a tool to record all telephone conversation at the call centre. It is used for service quality and for performance assessment for the staff.
  • Problem Management System
  • Onsite Support at Customer’s premises
  • Customer Care Executives at Call center
  • Proactive monitoring through Network monitoring system
  • Multi-product technology skills – Application, WAN, LAN, Internet Data Center & DMS
  • Certified staff in CCNA, CCCP (Certified Contact Center Professional), ITIL Practitioner(Service Desk, Incident, Problem Management)
  • More than 3 years experience.
 
  • Daily/Weekly Problem Report
  • Daily/Weekly Outstanding Report
  • Monthly Report – summary
  • Service Level reports (Service Level Alerts, Breach reports, analysis & trends)

We offer several models to our customers for notifying our Service Call-Centre on equipment fault as follows:

via Service Hotline

1300-800-380

via Fax transmission

(03) 6205 3900

via E-mail

support@mspsys.com

TIME COMMITMENT

Schedule on the fly

Project from Receiving Letter of Award Phase to Project Hand Over will take 6 weeks.

Visit us

Unit C1-3-1, Block C1, Solaris Dutamas, No.1, Jalan Dutamas 1, Hartamas Heights, 50480 Kuala Lumpur, Malaysia.

MSP Systems Sdn Bhd

Call us

Ask one of our helpfully friendly sales support team members with any of your enquiries.

Tel : 603 6205 3800
Fax : 603 6205 3900

Contact us


Drop us a line at our email.


sales@mspsys.com
support@mspsys.com

YOUR TRUSTED MANAGED SERVICE PROVIDER FOR SECURE, OPTIMIZED AND COST EFFICIENT SD-WAN

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