Support Services

Support Services

Mobile Data Solutions offers the following support services for PDA devices.

Help Desk

As an Alliance partner, MDS has built a customer support structure that ties into the wireless carriers level two help desks.

MDS has technicians available by phone who are trained to troubleshoot and resolve any issues or questions about PDA devices.

• Client support requests will be sent in and initiated using Order Management Software (OMS).
• MDS techs monitor OMS for new requests for service and update tickets based on actions taken to resolve the issue.
• OMS tickets are visible to MDS staff and our customer and can monitor what issues have occurred, actions taken to resolve the issue and time taken to resolve said issue.
• Over 90% of support calls will be resolved over telephone support with our first class support tools and experienced and knowledgeable help desk staff.

Benefits of Help Desk Include:

• Relieves your IT department of dealing with cellular device support.
• Help Desk employees specialize in resolving these issues, which increase end user uptime and productivity.
• Can be used unaccompanied from monitoring tools or our PDA support model, or in conjunction with of our other support service 

Monitoring Tools

MDS has leveraged a variety of remote management tools to provide an end to end support solution for PDA and M2M devices including:

• Behind the Scenes Monitoring
  • MDS monitors servers and other background services for your IT department.
  • MDS then advises your IT department of any issues, which are then fixed internally.
  • Monitoring Tools
    • Ability to monitor the infrastructure and foresee where any issue arises.
    • Includes issues with: Servers, E-mail, Carriers, Network and Individual Devices.

Monitoring tools are able to quickly and easily identify the issue creating Proactive Solutions, which decreases downtime for any devices.

On Site

On site visits are available for any of our customers requiring hands on assistance. We also offer on-site training for large new device roll-outs.

Service Level Agreements

MDS offers SLA agreements for our customers to support their PDA devices. As each customer’s needs, expectations and timeframes vary MDS creates all of our SLA agreements on a per customer basis. This ensures that MDS is under full understanding of what we need to provide to ensure that our customers business keeps running effectively and efficiently and that we are always running at our highest level of service.