Due to Coronavirus and the recent Government assertations to work from home where possible, we are experiencing a large increase in the number of calls and emails to the Helpdesk. In order to manage this we have reallocated resources to ensure that the day-to-day requests can be acted upon as close to our usual levels of service as possible.
There are three main methods for raising support requests with MPR. These are;
1 – Call us on 08000 30 20 30 select Option 2. This will direct you straight to our Helpdesk. We are available between 0830-1730 Monday to Friday. If you are unable to get through in the first instance we do have a voicemail system on the helpdesk that is regularly checked.
2 – Email firstname.lastname@example.org – Once we have received your email for an initial ticket request, you will then be sent a confirmation email with your ticket reference. Our email is manned throughout our normal working hours but will not be picked up out of hours. ty4
3 – Email email@example.com – This is if you are following up existing support requests. You will need to ensure you have your ticket reference in the subject and one of our Helpdesk Team will pick this up and respond in kind to your existing query/new query ity4
To ensure we can assist you effectively we will need as much information as possible from you regarding your fault or problem. i.e.
- How many users the issue is affecting?
- How long has the issue being occurring for?
- Have you made any changes recently to cause the problem?
- What is the impact to your business?
Along with as many details as possible relating to the fault (Error messages, users affected etc.) so we can replicate the issue. We will also need relevant contact details so we can keep in touch with you.
If we need to remotely log onto your servers / workstation, we will require secure access enabled to get there. We are able provide a direct secure access through our website http://www.mpr-it.co.uk/remote-support/ – it is probably best you are at this website in your browser and waiting for us (unless you are calling us about connectivity issues).
Our team are committed to answering all queries as fast as we can and we appreciate your patience at this time. We would also like to thank each and everyone of our customers for their support during this busy time and we wish everyone well.Read more
We know your business depends on our ability to provide reliable, uninterrupted service, so in light of the recent developments around Coronavirus disease (COVID-19), we would like to share with you the measures we are taking to ensure service continuity.
MPR continues to monitor the Coronavirus disease (COVID-19) developments with a primary focus on ensuring the health and safety of our staff while mitigating business impacts. In support of this, we are convening regular meetings with teams across the business and regularly sharing information about the virus and how to prevent the spread of illness.
Risk assessments will be undertaken for all off-site work, meetings etc. to determine if this can be postponed or carried out remotely.
We will act according to the instructions and recommendations of the relevant authorities and in a manner that safeguards our staff. As always, consistent, timely communications with all our stakeholders are critical, and we will communicate any relevant information, when possible.
We have made investments in our technology infrastructure and business continuity planning to ensure we can operate all our systems and processes remotely to provide you with seamless service should any of our staff need to work remotely (e.g., due to self-isolation, school closures, etc.) or should we decide to close the offices and/or switch to a remote working model. We continue to test our business continuity strategies to confirm we can provide ‘business as usual’ should our entire workforce need to work remotely. In the event of this happening, we would operate as follows
- Desk phones would revert to soft phones, allowing continuous phone access to our teams, and ensuring all skill groups would continue to work seamlessly.
- Microsoft Teams would be used internally for productive collaboration and content sharing.
- Meetings, events and training would be switched to virtual environments.
As always, we remain committed to supporting your business with an unparalleled level of service and will continue to monitor the situation, providing you with updates appropriately and promptly.
For further information visit https://www.gov.uk/guidance/coronavirus-covid-19-information-for-thepublicRead more
Covid-19 has fast become the hot topic in the media and conversations around the world. Whilst there is still much uncertainty as to how it will affect us as individuals and businesses, it is not something to completely dismiss.
The spread of Covid-19 is likely to increase over the coming weeks. With schools and businesses expected to be affected, be it due to members of staff/pupils becoming unwell or simply due to an external connection to someone that is affected.
This morning (Tuesday 3rd March 2020), Downing Street released a statement detailing various plans for the worst case scenario. Including a prediction that up to a fifth of the UK workforce potentially being unable to work due to Covid-19.
Disaster Management plans have traditionally been put in place for the scenarios where offices are inaccessible. With consideration made due to fire, flood or bad weather. It is unlikely that the current situation of a global contagion has been taken into consideration. Now is the time to consider and review your disaster management plan.
Catch it, Kill it, Bin it!
This phrase, and the recommendation of regular hand washing is promoted widely. Here at MPR IT, we are ensuring that this message is clear to all our staff members, whether they are office based or engineers visiting clients offices. We have also instructed all team members that should they be concerned they may have come into contact with someone suffering with Coronavirus symptoms, they should inform management and seek medical advise whilst self isolating.
Flexible Home Working
In line with the Disaster Management Plan already in place for MPR IT, all staff members have the ability to work from home and continue to support our clients with no loss of service. This is part of a plan that has been in place for many years. The main purpose of this plan is to ensure that our business can continue no matter what.
Office 365 and Cloud Computing
Software packages such as Office 365, and cloud based CRM’s are becoming more common place. Giving access to email and Microsoft applications such as Word, Excel, Powerpoint and Teams, from any location with Internet connectivity. Giving the ability to create and share documents with chosen individuals.
Along with access to documents and files, it is also vital for your business phone lines to be managed. With Hosted Telephone Systems your customers are still able to contact you. Without even having to know you are not physically in the office.
With a range of options and packages to suit businesses of all sizes, we strongly recommend that if you wish to consider the options available to your business, now is the time to contact and discuss with our team on 0800 030 20 30.Read more
by Nicki Dowsett in Audio Systems, CCTV, Engineers, fibre optics, Fire Alarms, Hardware, Helpdesk, Hosted phone, IT Support, IT Systems, Microsoft, MPR, Office Move, point to point wirless, Server cabinet, Software, SQL Server, Structured Cabling, TV Distribution, Web Hosting, Websites, Wireless networks
Early in 2008, three friends – Alex, Richard and Andy became disenchanted by the way IT Support was provided to businesses in Kent and the South East. They felt that customer service and relationships were not a priority and it would result in many businesses bouncing around support companies on a regular basis.
After many discussions the three friends took the decision to start a new IT Support business offering a more pro-active relationship with customers, with the aim “To never sacrifice our high level of customer service for growth, we hope and believe that through good customer service our business will become the market leader in Kent.”
In the late spring of 2008, MPR IT Solutions was born in a small garden office with Alex, Andy and Richard utilising their individual skills to provide daily support and installation of network infrastructure.
With a strong belief that building relationships with customers, understanding the requirements of the business and employees it would give a clearer idea as to how technology can support and help customers to grow their own business. By offering impartial advice in simple terms and by not being tied to any one supplier means that MPR IT Solutions can ensure that the hardware and software required is the best to meet the individual needs.
11 Years on from the start
Over the last 11 years the business has grown substantially with an annual turnover of £1.4million, employing 24 people and supporting over 250 businesses across the South East. With a customer base comprising of a wide variety of customers from small home run businesses to large multi-office business throughout the UK and everything and anything in between.
The team handle over a thousand support tickets each month with 97% closed within an hour. To ensure that the level of service doesn’t reduce in any way we regularly ask for feedback and are immensely proud that we score 5/5 in 99% of our surveys. A large proportion of customers have been with MPR IT for many years and are happy to recommend our services to other business, it is clear, that the vision initially formed has proved to be a success.
Moving to Henwood Industrial Estate
Since the time spent in the garden office, MPR IT have moved several times to keep up with the on-going growth of the business and need to expand.
It was agreed at the end of 2018 that MPR IT would need to consider another move, and so we have recently relocated to the Henwood Estate. Using our own team of Engineers, we could guarantee the task of fitting out our new home would meet all the requirements we need today and pre-empting any future expansions. The project to refit the office took about 3 months and involved using our own knowledge, experience and skills. Once the initial building work was completed the team set about refitting the office from scratch using the skills and services that we offer to our own customers.
With so many changes in technology since MPR IT Solutions was first conceived, it was clear from the onset that our skills and offerings would need to become more and more diverse. No longer just offering daily IT Support, MPR IT now offers a wide range of services and products, including installation of Structured Cabling Networks, Server Infrastructure, Wireless networks, Point to Point Wireless, Fire Alarm, CCTV and Door Entry/Security systems along with Audio Visual installations.
Training & Encouraging the Team
Since the start of MPR IT Solutions we have employed 7 apprentices supporting local people to learn and qualify within the IT Industry. We strongly believe that young people should be given the opportunity to learn new skills and the chance to have a career and always open to take on more in the future. Many of our apprentices have gone on to stay with us and once qualified have become valued field engineers within MPR IT Solutions. Support is provided for any team member that would like to further their knowledge or qualifications.Read more
by Nicki Dowsett in Access Panels, Audio Systems, broadband, cabinets, CCTV, Engineers, fibre optics, Fire Alarms, General, Helpdesk, Hosted phone, IT Support, IT Systems, MPR IT Work, Office Move, Server cabinet, Strcutured cabling, TV Distribution, Uncategorised, Wireless networks
Exciting start to the New Year for MPR IT
Since the start of January, a lot has been happening here at MPR IT. As you will be aware it is now 10 years year since Alex, Andy and Richard started MPR IT. We are continuing to grow and strive with thanks to the continued custom from all our loyal clients. To ensure that we can continue to provide customer focused support, providing outstanding IT support and solutions, the Management team have been making lots of decisions.
Firstly, we are recruiting a number of roles for our Technical support team. Currently we are recruiting for:
1st Line Support Admin
2nd Line Support Engineer
3rd Line Support Engineer
We hope to have all these roles filled in the very near future, with some new team members already on board. As with any new member of the team, we will be ensuring they are inducted to the high standards both our customers and ourselves expect.
Next, it has become apparent that with our continued expansion we have out grown our current offices! Our second piece of exciting news is that we have now secured new premises in the Henwood Estate. With a large amount of work to carry out we hope to be able to move in time for late spring/early summer.
We are currently in the first phase which includes taking down walls and making the space more suitable for our ever-growing team.
Once the construction/demolition phase has completed, we will be entering the next phase. This is where our own expertise will be utilised and our own team will be installing following:
Structured Cabling – Copper and Fibre
TV distribution systems
Fire Alarm System
Internet Services and so much more!
As you can imagine its going to be a busy and exciting few months for us all. We will keep you all updated on the progress and of course our move date.
Disaster Management Plans
Over the weekend, the big story in the news was all about the IT system failure at British Airways. The CEO of BA has released a statement that the systems crashed due to a short power surge knocking out the main servers, unfortunately for the company the back-up systems then failed to take over. This resulted in over 75,000 customers being affected and flights grounded around the world.
When the story first broke, BA did not release much information to the public, no doubt as the Directors were scrambling to find out what had gone so badly wrong. However, this resulted in various speculation such as systems being hacked, no back up servers in place or that this was due to cost cutting by out sourcing IT Support. It would appear, that none of these were the case.
Many people in the IT industry are watching this story closely to understand how this situation happened. With many questions being asked, including:
- Why did the back-up servers not take over?
- Are the back-up systems in the same location as the main servers?
- Are the communication systems such as website and mobile app in the same location?
- What was the Disaster Management Plan?
Irrespective of your IT Support being in house or outsourced these questions should not be being asked. Here at MPR IT, we support a wide range of customers for IT, on both a daily basis and, also with larger projects such as server/network installations and server hosting. With all our customers, we hold the same approach, no matter the size of your company – you need to be prepared for any eventuality. Whilst we have not had to deal with an incident the size of BA’s problems at the weekend we have had to deal with various situations where a company server has gone off line. These include a flood in an office, or a system hack. Essentially the plan is the same – get the company back up and running in the shortest time possible and preferably without their customers ever knowing there was an issue and with the least cost involved. I think we can quite safely say this is going to be very expensive for BA.
Disaster Management Recovery plans are one of the most important things that your business can put in place. The aim of a DMR is to ensure that your business continues smoothly with little or no disruption, and your company needs will differ from that of any other company. The main points that you need to consider are:
- Is your data/server backed up daily?
- Is this back up stored in a secure separate location to the main server?
- Can your customers still contact you?
- Can your staff continue to carry out their duties?
- Can your operation continue and will your customers be affected?
We have written blogs in the past about important it is to have a Disaster Management Plan in place, however the events this weekend have shown that it is not just in the case of fire, flood or bad weather that your company needs to plan, in advance for. In the case of BA it was apparently due to a power surge, that the systems failed. Not as many speculated in the first few hours, that it was due to out sourced IT Support or being hacked with a virus. If you and your company would like to discuss your current Disaster Management Plans please do not hesitate to contact us.Read more