Our standard support service options range from Monday to Friday, 8am to 6pm, through to 24/7/365 and all provide a guaranteed four-hour response as detailed below. Alternatively, we are able to design a bespoke service level contract to suit individual and specific needs.

Bronze support providing:

• On-site support Monday to Friday between 8am and 6pm
• Remote fault diagnostics within 1 hour of fault log time
• If we are unable to fix remotely, a field engineer will attend site within 4 hours on a major fault affecting more than 20% of your system
• Regular fault progress reports and automatic escalation procedures
• Annual service history reporting
• Up to 4 free 30-minute remote programming sessions per annum

Bronze+ support providing:

• On-site support Monday to Friday between 8am and 6pm
• Remote engineering support 24 x 7 with optional, chargeable out of hours site visit if requested
• Remote fault diagnostics within 1 hour of fault log time
• If we are unable to fix remotely, a field engineer will attend site within 4 hours on a major fault affecting more than 20% of your system
• Annual service history reporting
• Up to 4 free 30-minute remote programming sessions per annum

Gold support providing:

• Onsite support 7 days a week 8am – 6pm, excluding bank holidays
• Remote engineering support 24 x 7 with optional, chargeable out of hours site visit if requested
• Remote fault diagnostics within 1 hour of fault log time
• If we are unable to fix remotely, a field engineer will attend site within 4 hours on a major fault affecting more than 20% of your system
• Annual service history reporting
• Annual preventative diagnostics checks
• Up to 4 free 30-minute remote programming sessions per annum

Platinum support providing:

• Onsite support 24 hours a day, 365 days a year
• Remote fault diagnostics within 1 hour of fault log time
• If we are unable to fix the problem remotely, a field engineer will attend site within 4 hours
• Quarterly service history reports
• Quarterly preventative diagnostics checks
• Up to 4 free 30-minute remote programming sessions per annum

Bronze data support providing:

• Help desk & remote support Monday to Friday between 8am and 6pm
• 4-hour response
• Advance hardware replacement

Platinum data support providing:

• Help desk & remote support 24/7/365
• 4-hour response
• Advance hardware replacement