We operate an industry-leading support infrastructure that provides our clients with a professional, highly responsive facility to address all areas of day-to-day fault rectification and maintenance. This is underpinned by nearly three decades of experience and facilitated by an extensive team of highly trained engineering and technical support staff specifically designated to support our extensive client base In the South East, London, the West Midlands, South Wales and, of course, the South West where we have customers in Devon, Cornwall, Somerset and Dorset.
Our remote engineering facility and our team of strategically-based field engineers allow the delivery of a range of support packages to organisations that require fast response times and total cover options. Our engineering support headcount and geographical location is commensurate with the number of clients that we support in a particular region and the agreed service level agreements that are in place to ensure that we meet and exceed our contractual responsibilities and commitments.
We take total responsibility for supporting and maintaining the equipment we have deployed and work to defined working practices that ensure our customers have a clear understanding of every stage of the fault logging process. More than 70% of faults can be rectified via remote logistics, but where this is not achievable, a field engineer will attend site within four hours for a major fault. In all cases, we retain fault ownership, even if it involves working with third party contractors, and will be the key contact point until fault resolution.
We provide service history reporting and preventative diagnostic checks to detect ongoing problems or recurring issues. From these, long-term analysis can be performed and potential recommendations can be made on further fine-tuning to provide greater peace of mind to customers who are heavily reliant on their communications infrastructure and need to ensure maximum uptime as a key priority.
Actual fault response and clearance times are reported at board level on a monthly basis. Management procedures include for the provision for periodic reports on performance, problems, change, service levels and provision for problem reporting and escalation if performance falls short of agreed service levels. We have clear and sound escalation procedures that define the escalation path for persistent problems and the threshold at which the escalation procedure has to be invoked.
