Maintenance categories
South West Communications Group will strive to design a bespoke service level contract that will suit your needs. However, our standard support packages are broken down into four key products sets which can be either taken as they are or customised to suit more specific and individual requirements. These range from our standard business hours, 8am to 6pm, through to 24/7 x 365 days a year, all with guaranteed four-hour response as detailed below:-
Bronze support providing:-
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On-site support Monday to Friday between 8am and 6pm
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Immediate advice of fault log number and clarification of the next stage in the fault rectification procedure
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Major fault diagnostics will be undertaken within one hour of the fault log time
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If we are unable to fix the fault remotely, a field engineer will attend site within four hours for a major fault
(affecting more than 20% of your system) and 12 hours for a minor fault -
Regular fault progress reports and automatic escalation procedures
Bronze+ support providing:-
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The entire Bronze service package
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Remote 24/7 engineering support
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Annual service history reporting
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Optional, chargeable, out-of-hours site visit if requested
Gold support providing 24/7 support for peace of mind including:-
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The entire Bronze+ service package
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On-site support seven days a week 8am to 6pm, excluding bank holidays
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Annual preventative diagnostics checks
Platinum support providing a total care option for mission critical customer applications including:-
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On-site support 24/7/365
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Immediate advice of fault log number and clarification of the next stage in fault rectification procedure
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If we are unable to fix the problem remotely, a field engineer will attend site within four hours
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Regular fault progress reports and automatic escalation procedures
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Quarterly service history reports
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Quarterly preventative diagnostics checks
