Our scope of offering encompasses first line preventative and reactive maintenance, second line support and third line in cooperation with equipment vendors. We can tailor our offerings to cover everything from a full range of maintenance services complemented by our Network Operations capability, to a customised trouble ticketing service, a nationwide first line maintenance offering or a routine pre-scheduled preventative scope.

Magdalene has a strong capability in the role out of software upgrades onto live networks. We are able to conduct full pre-upgrade testing in our test bed and then to roll out the change delivery either from the Customer’s own premises or from our own Network Operations Centre. We also provide post upgrade monitoring and support services.

Through our independence and in depth understanding of  technologies we have developed a service offering which enables operators to safely and securely migrate their subscribers from one platform to another. This is a vital process as operators seek ways to move platforms either to introduce new technology or to move physically to reduce their OPEX.

Our support service activities are governed through our Network Operations Centre and are supported through our well equipped, co-located test bed making them truly 24/7. Our test bed is used for pre-release software verification testing, system design testing, inter-operability testing, configuration modelling, fault diagnostics and resolution and for training.

Magdalene has its own Customer training facility in our St Ives offices. We run either Customer dedicated courses or open courses across a wide range of technologies. The courses are targeted at all members of the Customer’s operations staff with a range from product familiarisation right through to full in depth configuration, maintenance and fault finding. The courses are structured with a balance of classroom and hands on training in our test bed. Courses are typically tailored to a Customer’s specific needs and may also be held in the Customer’s premises.

We provide a full hardware repair service that may be either same day swap repair or a repair and return offering. We are able to take on the inventory management of the Customer’s spares holding in the Magdalene Marshalling and Integration Centre or, depending on criticality, through a series of forward stores. Additionally we can provide a full managed service wrap to free up the Customer’s assets.

Our support service commitments are typically based on defined service level agreements which are measured against agreed key performance indicators. We like to run regular evaluations of service levels with our Customers in the form of weekly reviews, monthly operations review and a quarterly executive review.