Maintenance Contracts
Standard Five
09.00-17.30 Monday to Friday
(excluding bank and public holidays)
All faults reported directly to Service Support Team
Standard Seven
09.00-17.30 Seven days a week
(including bank and public holidays)
+ All faults outside ‘standard five’ times, reported to ‘out of hours’ fault report telephone number
Twenty Four Seven
24 hours a day, 7 days a week
(including bank and public holidays)
+ All faults outside ‘standard five’ times, reported to ‘out of hours; fault report telephone number
All contract types will be dealt with using the following criteria:
Fault Type |
Criteria |
Fault Criteria |
Critical Failure |
4 Hours |
Complete system crash/power failure (excluding 3rd party power cut) |
Major Failure |
4 Hours |
All operator consoles/primary answering positions; 30% of extensions, 30% of trunk lines/network channels |
Minor Failure |
16 Hours |
All other faults |
+ Out of Hours Response
All customers making fault reports outside ‘standard five’ times will be responded to by the duty engineer via telephone. If possible, an attempt will be made to clear the fault by customer advice or remote access (where available). If the fault cannot be cleared, the engineer will establish whether the fault is ‘critical’ or ‘major’. If so, the engineer will attend site, if not, the call will be dealt with in standard time.
* 4 hour “all calls” contract details are available on request and incur a 50% premium (on Standard Five only)
Maintenance agreements are invoiced annually in advance. (Maintenance contracts with an annual value in excess of £1,000.00 may be paid quarterly by Direct Debit). Maintenance agreements cover faults occurring due to reasonable wear and tear. They do not cover:
- Damage (such as from fire, flood, lightening or abuse), however your insurance should cover these.
- Additional works or moves and changes. These are chargeable on the following basis:
£95.00 callout in normal business hours to include attendance plus
half hour onsite.
£55.00 per 30 minutes thereafter.
Callout charge includes up to 1 hour travel, parking and congestion charging as required.
Evenings & Weekends
Multiply the above by 1.75
All costs exclude VAT