Maintenance Cover

TWL place the highest priority on support for our customers. It is fundamental to the package we offer and places us in a different arena to our competitors. We understand that a telephone system issue is critical to your business and as such we react accordingly.

Remote Access

TWL’s Helpdesk accepts faults by email, fax or telephone and immediately issues a ticket for the fault visible on the web. An engineer is allocated and tasked to contact the customer and if possible help solve the issue on line or over the phone. If this is not possible an engineer will be dispatched to site.

Mitel systems typically have remote access modems that allow remote diagnostics and resolution to faults without the need for an engineer visit to site saving time and money. Today most systems have on-line access and typically this will be the first action of the helpdesk team. If the fault is able to be fixed on line, you will be advised. Using this system allows us to ensure that most faults are cleared within a 2 hour period.

Maintenance packages

Our maintenance services ensure that this is an area in which our clients can feel secure, from fixing a faulty handset to recovering the whole system, our network of system engineers can provide you with expert levels of support when you need it. We offer flexible maintenance contracts to suit your needs based on your specific requirements. The cover can be from a basic 8.30am-5.00pm weekday cover however our other package options include:

  • 16 hour response to minor faults
  • 4 hour response to major faults
  • Saturday and Sunday Cover
  • 24/7, 365 days of the year
  • On site engineer when required
  • Support our Clients deserve

As one of the leading distributors of Mitel telephone systems in the UK, we are in a position to provide the level of support that our customers demand. Our client base includes smaller private SME customer through to big multi-site national corporate businesses such as Everest Windows, Watts Tyres and Peacocks Limited. The level of expertise from in excess of 100 years’ collective experience in the market place coupled with the more personal approach to support means that you will get the best service possible.

One of the main differentiators with our maintenance contract is that unlike the majority of the other telephone system suppliers is that we won’t tie you into a long term maintenance agreement for the duration of the lease. After the first year which is free and included in the price we will give you the option to renew with us for a fixed term at the same initial price for the duration, move maintenance to an alternative supplier or remove the maintenance cover entirely.

TWL are proud to say that they are the only provider in South Wales who sell both the Mitel 5000 and 3300 range of telephone systems with fully qualified in-house engineers trained across the both ranges.


If you have issues with a TWL product or service please contact our helpdesk via phone, fax or email…

Call 029 20 839 100 | Fax 029 20 839 100