Our Process

The TWL support process is designed to meet a variety of our clients needs in the most efficient way possible.

Our flexible maintenance packages ensure that our clients receive expert level support across all aspects of our service, from fixing a faulty handset to recovering a whole system, our support process is designed to meet your needs.

TWL’s Helpdesk is your first point of call and can be reached by email or telephone. We immediately issue a ticket for the fault which prompts an engineer to contact the customer and help solve the issue online or over the phone. Then, if this is not possible, an engineer will be dispatched to the site.

Our Mitel systems usually have remote access modems that allow us to remotely access diagnostics and resolve faults without the need for an engineer visit to site, saving time and money. This system allows us to fix most faults within two hours.