Customer Support

We aim to create a long lasting partnership with every Mitrefinch customer, to ensure their system grows with their business needs for years to come.

Mitrefinch customers can contact the Support Desk on 01904 693949

or log in to the Support Website.

The team at Mitrefinch are available on the phone, online and in person to assist you in getting the very most from your system.  From guiding you through a new procedure, to trouble-shooting your data, we can develop a service support package to suit your needs.  Or simply select one of our off-the-shelf packages to fit your budget.

We will proactively guide you through system upgrades and statutory changes to keep you up and running.  We also offer system administration, health checks and a report writing service, invaluable for keeping larger systems in great shape.

 

 

Support Desk

Utilising the latest contact centre management software, our experienced team ensure all calls are dealt with in a timely manner.

Each team is lead by a senior analyst with the highest level of product knowledge. Because we develop all our software in-house, we also have access to specialist development knowledge to ensure even the most complex queries are quickly resolved.

We have a range of tools available should your data require further analysis.  We can offer secure dial-in options or the facility to easily upload large data sets via our support website.

 

Online Support

Our dedicated Support website offers a host of resources to enhance the use of your Mitrefinch Employee Management system.

Customers on our Gold and Platinum Support Service Levels can easily access support information via a dedicated website.

  • Log support issues 24 hours per day via the website and track their progress
  • An upload facility provides a secure and convenient way for you to provide us with  your data for analysis
  • Download your free software upgrades instantly
  • Interactive online tutorials help to improve your knowledge and provide a great way to introduce new users
  • Access a wealth of product information in our knowledge bank

Mitrefinch customers can log on to our Support website here.

 

On-site Support

Hardware Call Outs

All our hardware engineers hold current 16th Edition electrical qualifications and come prepared with health and safety passports, including those relevant to the food industry and working at heights.  As a company we are accredited with CHAS and SAFEcontractor accreditations, which prove that we have been endorsed by bodies responsible for health and safety in both the public and private sector.

Engineers are equipped with a full set of hardware spares allowing them to diagnose and rectify most faults in a single visit.  Where this is not possible we can often offer a swap-out service to get you up and running as soon as possible.

We can offer a range of engineer response times depending on the support package you select, including bespoke packages.

Software Health Checks

Customers with more complex systems can take advantage of our health check service.  A senior technician will spend a day with you troubleshooting your data and ensuring your system is in the best possible health.  We can also spend time helping you develop new reports or integration to improve the effectiveness of your system.