Our service delivery model is simple and involves two separate lines of communication. The first involves our clients’ end users communicating directly with our service desk. The second is a Multipro dedicated IT Partner working directly with a key contact (usually management) to define a lasting technical and business relationship.

On a monthly basis, Multipro’s IT Partner keeps in regular contact with each client to ensure that our service delivery is of the highest quality.

Documentation

We thoroughly document your IT environment and keep this information up to date at all times. You retain ownership of, and access to this information at all times.

Management link

We establish a direct data link between our operations centre and your company to enable remote support and monitoring. This can be via the Internet and is secured appropriately.

Single point of contact

We give your users a single telephone number to call (or email address or web site) where they can log issues with our Service Desk team in West Perth.

Remote support

The Engineers will resolve problems immediately via the data connection, or arrange a site visit if required.

Senior Engineer

We assign a senior Multipro Engineer (we call your “IT Partner”) to co-ordinate all IT service activities for your organisation and report periodically to your management. Additionally, they work with you to develop and maintain your IT strategy. (see Service Delivery)

Automatic monitoring

We automatically monitor your IT systems to identify and resolve issues before they impact your organisation. With no manual intervention, automation is also cost effective.

Regular checks

We perform regular checks and maintenance on your systems with an audit trail.

Flexible charging

We have a variety of charging models from fixed price contract to time and materials - with all time charged against a case and all cases classified according to activity type (fault, maintenance, user assist etc) and service (email, file storage, laptop etc). With time captured to the minute, we can provide clients with transparency and control.

Standards

Where and when feasible, we move your IT Infrastructure to known and tested standards that we have developed to meet reliability, availability and serviceability standards.