Service Operation

Under service operation, we offer proactive and reactive support options. Most customers prefer using the complete, worry-free version of proactive support in which mpex automatically resolves any problems that arise as quickly as possible. Our goal is to react before you or your customers are aware of any problem.

The service operation functions include the standby team, service desk, and second level support. Our standby team is available 24 hours, seven days a week, 365 days a year (24/7/365). If problems arise within your hosting environment, our monitoring system automatically generates messages over several channels.

The service desk is the contact site where all IT users requiring support can pose their questions. You can quickly access our employees through our ticket system or by phone (low cost fixed line number). The service desk is ready to handle your questions during business hours on workdays from 9 AM to 6 PM. If you you have a service-level agreement with us, you can reach our second-level team should any problems arise. Our standby team is available outside of business hours - 24 hours a day with a premium SLA.