Pillar three
Managed support
An installation is only as good as the response when something fails at nine in the morning. Our service agreements are written in response times and named contacts, not in adjectives.
Service level framework
| Priority | Definition | Response | Target resolution |
|---|---|---|---|
| P1 | Total loss of service, or a fault affecting the whole site | Within 2 hours | Same working day |
| P2 | Partial loss affecting a department, floor or system | Within 4 hours | Next working day |
| P3 | Single user, cosmetic or non-urgent fault | Within 1 working day | Within 5 working days |
These are our standard commercial terms. Response times are set per contract and are negotiable against price and coverage hours.
What an agreement covers
- Scheduled preventive maintenance with a published visit calendar, not ad-hoc attendance.
- A named account contact and a logged ticket for every call, closed only on your signature.
- Agreed spares holding for the equipment on your site, so a failure is not a procurement exercise.
- Quarterly reporting on faults raised, response performance and recurring root causes.
- Moves, adds and changes at pre-agreed rates, so small works do not need a fresh negotiation each time.
- Escalation to the Managing Director by name and mobile number when a P1 is not moving.
We will support systems we did not install.
If you have inherited a building with undocumented cabling and an unlabelled comms room, we will survey it, document it, label it and then maintain it. The survey is chargeable; it is also the cheapest money you will spend on that building.
Talk to us about a service agreement.
Tell us what is installed and how many sites, and we will price the cover.