The M Global Process
Our Promise to You
Every customer matters to us and we will always be straightforward and transparent with you.
We only hire people we trust to represent M Global Services.
Our engineers go through a thorough character screening and technical qualifying process.
You will always reach a help desk engineer—never an answering service.
We respond quickly to every service request regardless of SLA agreement.
How the M Global Process takes care of your support and maintenance needs
Our Escalation Process
When you place a service request, you are immediately connected with a help desk engineer who opens a service ticket and begins troubleshooting. A case manager is assigned to your request and will stay with you until the issue is resolved. You won’t get bounced around explaining the issue over and over. With a team of engineers working on your service request, you can be sure the job will get done right. And we have subject matter experts (SMEs) who specialize in particular areas when more help is needed.
When a solution has been agreed upon by all parties, we take care of the logistics of shipping or retrieving the parts-getting the part to your location quickly if it’s not already stocked in your on-site inventory. The help desk schedules a field engineer to perform the task when on-site support is needed. Once the task is performed, all parties confirm resolution and then the service ticket is closed.