Security through good support
In order to provide top service, we offer support contracts for our services and IT solutions. This way, our customers are guaranteed quick and accurate responses to any error notices.
Our primary tool to handle error notices is our web site support.mwm.se.
You can use the site to log error reports, download software and check the status of current support tasks, to name some functions.
Every time either MWM or the customer makes a comment regarding a given matter, an email message is sent to the person who made the comment as well as to all MWM Support staff. Thus we ensure that each matter is handled in the best possible way.
The support team handles everything from simple configuration changes to development projects. Normally, a support process begins when we receive an error notice through the support web site. We connect to the customer’s computers via VPN, and check whether we can confirm the fault as well as download relevant log files.
Sometimes we can identify the problem straight away, particularly if it has to do with a manual process or an error in an interface file from external software. In other cases we may discover that there’s a programming error or some other type of error, e g that we and/or the customer have not specified the software actions in a given situation.
In these types of cases we transfer the matter to one of our developers, who goes through the code.
Once we have a response or a solution to the problem, we notify the customer about what measures are needed. If a change in the code is necessary, we agree a suitable time to install this.
MWM Support also manages systems installations with our customers, be that new installations or upgrades and bug fixes.