Customer Service and Support


The Customer Service team is responsible for the ongoing support of customer solutions and equipment. It combines a number of different levels of purpose built processes and procedures with the primary aim of delivering an industry leading customer experience. From a wide range of support services and service plans customers can select, and individually tailor, support packages to meet their own business & operational requirements. Our fully integrated support function can cover all or part of our customers chosen solutions.

The five elements of Microlise Customer Service are:

o Managed Hosting Centre (MHC)
o Service Desk (SD)
o Technical Assistance Centre (TAC)
o Regional Engineering Centre (REC)
o Hardware Repair Centre (HRC)

Managed Hosting Centre

If hosting of the solution is provided by Microlise, this will be operated from the Microlise Hosting Centre, located on Microlise’ own servers in a London Docklands datacenter. This allows our customers to concentrate on managing and improving their operation without the disruption caused by a failure from IT systems, infrastructure, application or hardware.

Service Desk

Supporting contracted customers and Microlise’s own geographically dispersed regional engineers is a dedicated Service Desk, through which all service calls are routed. The Service Desk is the first line of customer support. The primary role of the Service Desk is to be the single point of contact between the customer and Microlise, for service related incidents, offering 24x7x365 cover.

Technical Assistance Centre

Supporting the Service Desk and our customers is the Technical Assistance Centre (TAC), equipped with a team of technical experts and includes access to systems for the replication and correction of fault conditions. The team is responsible for the remote diagnostic and resolution of customer reported incidents. The teams’ primary functions are: First line problem diagnosis, Remote Resolution, Second and third line problem diagnosis, Technical incident management & End users technical assistance.

Regional Engineering Centre

When on site engineering resource is required the Service Desk will manage the allocation of our nationally spread Customer Service Engineers. Once the Customer Service Engineer has completed the task he will update the Service Desk. A courtesy call will be made to the customer contact to confirm that the incident has been fixed and the call can be closed. Throughout this process incidents can be escalated through the management team at the request of the customer and in some instances internal employees of Microlise.

Hardware Repair Centre

The Hardware Repair Centre provides repair services to customer hardware equipment which is returned to Microlise, working to SLAs in order to provide a complete solution maintenance service for customers. All equipment will be returned to the customer with the relevant software reloaded and configured so that it is immediately available for use.


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