Contract Types
Contract Type |
Cover Provided |
Action Taken |
Standard Five |
9am to 5.30pm |
All faults reported directly to our Service Support Team |
Standard Seven |
9am to 5.30pm |
All faults outside of Standard Five times are reported to out-of-hours fault report telephone number |
Twenty Four Seven |
24 hours a day |
All faults outside of Standard Five times are reported to out-of-hours fault report telephone number |
We operate a computerised fault logging system and we respond to all fault reports using the following criteria:
Fault Type |
Fault Criteria |
Response Time |
Critical failure |
Complete system crash or power failure excluding third party power cut |
4 hours |
Major failure |
All operator consoles and primary answering positions |
4 hours |
Minor failure |
All other faults |
16 hours |
Out of Hours response
All fault reports which fall outside of our Standard Five hours will be responded to by our duty engineer via telephone. If possible, we will attempt to clear the fault by providing advice over the phone, or by remote access where available. If the fault cannot be cleared, the engineer will establish whether your fault is classed as Critical, Major or Minor – and if it is Critical or Major, an engineer will attend site within the agreed timescales.
A four hour ‘all calls’ contract is available if required, on our Standard Five service only, at a 50% premium on our standard rates.