Customer Support

For customers who purchase our service level agreements we have a specialist support facility based in our Weymouth  office. 

Our call centre is a support facility for all Martin Dawes Service Level Agreement customers. 

Our call centre staff are experienced, highly trained and dedicated to supporting the Martin Dawes Solutions telephone and video helpdesk facility to customers from the UK and Europe.

Help Desk Software Package

The Weymouth audiovisual support desk provides dedicated specialist support to several hundred-customer sites across the UK.

All customer details and Service Level Agreement (SLA) are held on a customised support package supplied by site helpdesk.

On receipt of a support call, it is logged, a unique fault number generated, tagged with date and time and a countdown initiated to a 'fix by time' according to an   SLA tailored to each customer's requirements.

Contacts, equipment details, site drawings and photographs if required, are held for each site on the helpdesk software, providing quick and easy access to technical information.

Whilst the fault is being rectified and if a particular SLA is in danger of being exceeded, an automatic prompt is generated to enable the support desk manager to escalate the issue.

Once the fault is fixed with details of the resolution recorded, reports can be generated, usually at month end, showing overall performance, any SLAs exceeded and trends in faults related to various products.

A recent customised addition to the software package is an email to the customer account manager to advise of an SLA contract that requires renewal who will ensure that customers have the option to renew their service level agreements, so that your audio and visual equipment is always covered.

Contacts; Amanda Whitfield, Andrew Gibson, Jo Barton, Anthony Jones and Chloe Whistance.

 Helpdesk: Open Mon-Fri (8.30am – 5.30pm)

Helpline Contact Number: 01305-752100