When you submit a service request to MCC, our team tracks the call from start to finish. This includes monitoring the service request as it moves through intake, dispatch, remote support, technician assignment, on-site repair, parts ordering, and completion.
MCC also has internal processes that monitor service call lifetimes. If a call takes longer than expected at any stage, we proactively reach out to provide an update whenever possible.
How MCC Tracks Service Requests
Once your service request is received, MCC’s Client Services team enters the call into our service system. From there, the request is reviewed and routed based on the type of issue, equipment, urgency, location, and whether the issue can be handled remotely or requires an on-site technician.
During the service process, MCC monitors call progress, technician assignment, response times, and delays that may affect completion.
When MCC Will Contact You
MCC will contact you when there is an important update about your service request.
This may include:
- A technician has been assigned
- A technician is on the way
- The issue can be handled remotely
- Additional information is needed
- Parts need to be ordered
- A manufacturer or vendor delay affects the repair
- Unexpected service volume affects scheduling
- Traffic or travel delays affect arrival time
- The call needs to be suspended and completed later
- The service call has been completed
When a technician is on the way, you will receive an email with the technician’s name and approximate arrival time.
What Happens If There Is a Delay?
Sometimes a service request may take longer than expected. This can happen for several reasons, including parts availability, manufacturer or vendor delays, unusual service volume, technician scheduling, traffic, weather, site access, or the need for additional troubleshooting.
When a call runs longer than expected at any stage, MCC works to identify the reason and update the client. Our goal is to avoid leaving you wondering where things stand.
How to Check the Status of Your Service Request
If you need an update on an open service request, you can contact MCC by phone or email.
When asking for a status update, please include:
- Business name
- Contact name
- Phone number
- Equipment model
- Serial number, if available
- Service call number, if available
- Location of the equipment
- Brief description of the issue
- Date the service request was submitted
If you do not have the service call number, MCC can usually locate the request using your business name, equipment information, contact information, or service date.
When Should You Contact MCC for an Update?
MCC will make every effort to keep you updated when a service call is delayed. However, you should contact MCC if:
- You have not received an expected update
- You need an estimated arrival time
- The issue has become more urgent
- The system is completely down
- Additional equipment or users are now affected
- Your contact person or site access details changed
- You need to add information to the original request
- You believe MCC may have missed the mark on communication
If the situation changes after you submit the request, let MCC know. A minor issue that becomes a full outage may need to be reprioritized.
What If Parts Are Needed?
If a technician determines that parts are needed, the service call may be suspended until the part is available. MCC will continue tracking the call and will update you if there are manufacturer or vendor delays.
Once the needed parts are available, MCC will coordinate the next steps to complete the repair.
What If the Technician Has Not Arrived Yet?
If you received an estimated arrival time but the technician has not arrived, delays may be caused by traffic, a previous service call running long, unexpected service volume, or another issue outside the technician’s control.
MCC will reach out when delays are identified, but you can always call or email if you need a current ETA.