Technical Support: More Than Just a Helpdesk

When people think of Technical Support, they often picture someone answering phones and replying to emails. That’s part of it - but it’s only the tip of the iceberg.

Our team is made up of six dedicated experts, each bringing a unique background and skillset. Between us all, we have over 90 years of industry experience, covering everything from copper & fibre connectivity and IP security to infrastructure and product testing. Whether it’s Lloyd’s deep knowledge of CCTV and access control, or Ana and Daniela’s years of hands-on experience of Excel products from their time in Config, we’ve built a team that’s ready to tackle almost anything. We work closely with our vendors offering first and second-line support on our large (and ever expanding) range of products and services.

We’re here for customers pre-sale and post-sale. That means helping you choose the right product, guiding you through installation, and troubleshooting if things don’t go to plan. We offer phone and email support from 8:00 to 5:30, and we’re always happy to go on-site for training, audits or investigations - usually at no extra cost.

And if you're working with IP devices, our Technical Support team also offers a dedicated IP configuration service - designed to save you time, reduce on-site complexity, and ensure everything works right out of the box. We pre-stage cameras, access control, and other IP-enabled devices to your exact specifications, so when they arrive, they’re ready to plug in and go. It’s a smart, efficient way to streamline installations and minimise disruption. We’ve got the expertise, the environment, and the attention to detail to get it done properly - because we’re not just here to help, we’re here to deliver more.

But our work doesn’t stop there. We manage Fluke and AEM testers, support our internal teams, and test new products before they launch, build demo cabinets and other products. We sit on the British and European standards committees, manage the Excel 25-year warranty programme, deliver regular CPD’s and other trainings, provide technical notes and white papers and produce EPD’s and TM65 Embodied Carbon documentation.  We’re constantly learning, with vendor training and CNet qualifications keeping us sharp. It’s all part of our commitment to delivering more - not just answers, but real solutions.

Config Services: Precision-Built to Save You Time

Our Config Services team (formerly known as Specialist Support Services) operates from a purpose-built facility that’s 2.5 times larger than our previous space. The extra room has allowed us to continue to grow and expand our capabilities, especially in fibre pre-termination and MPO production.

We have a flexible team of around 15 skilled technicians, many of whom have been with us for years. They know our products inside out - and they’re trained to deliver consistent, high-quality results. Our Technical Support and Config teams work closely together to address any customer issues that might occur.

Fibre optic pre-terms account for around two-thirds of our output. Why? Because they save our customers time, money and hassle. No need for highly trained fibre specialists and expensive on-site termination/splicing. No need to hunch over in a dark and dusty corner trying to splice or polish connectors. Everything is built, tested and labelled in a clean, controlled environment - ready to install.

We’ve invested heavily in a state-of-the-art UK facility which now includes MPO termination, polishing and testing equipment. While MPO is still growing, we’re seeing steady month-on-month increases in demand. It’s a game-changer for data centres and high-density environments, and we’re ready to scale up as demand grows.

Lead times vary depending on quantity and complexity, but we can usually turn around small jobs in just a day or two. Larger orders will take longer, but we’ll always keep you informed. With online configurators available for racks, copper, fibre and MPO, it’s never been easier to specify exactly what you need.

At Mayflex, we’re committed to overdelivering. Whether it’s a quick technical query or a complex fibre build, we do whatever it takes to help our customers take their business further. That’s what “Driven to Deliver More” really means - and we’re proud to live it every day.

By Richard Cann, Technical Services Manager