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Home » Support » How We Work

How We Work

Medray listens to the customer; we understand your business needs and work hand-in-hand to design a bespoke service solution that fits your requirements.


We typically appoint an account manager to be your single point of contact with Medray for all contract and commercial activity; their job is to ensure your complete satisfaction.


Access is provided to our service management system, AFS. This gives you the ability to monitor your jobs in real-time. You can see exactly what’s happening with your sites and equipment, track the process as jobs are logged, be given technical support, have engineers and/or parts dispatched to site and issues fully resolved. All from the convenience of your internet connected PC.


AFS also provides the ability to check our performance by allowing you to run your own Service Level Agreement (SLA) and uptime reports to monitor equipment under service contract.


We have the flexibility to react to any SLA; for example:

  • Technical support advice from a qualified engineer within 15 minutes
  • An engineer onsite within 8 hours
  • Same day parts dispatch from our local warehouse
  • 24 / 7 engineering cover
  • Immediate reporting upon remote call closure, including electronic service reports

Ultimately Medray provides both a comprehensive service delivery solution and acts as an extension to your own support networks.

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