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Service levels

Our standard support service options range from Monday to Friday, 8am to 6pm, through to 24/7/365. Alternatively, we are able to design a bespoke service level contract to suit individual and specific needs.
 

Service levels

Bronze managed service support providing:

  • Monday-Friday, 8am-6pm (except bank holidays) fault reporting and remote support
  • Remote programming work scheduled between 8.30am to 5pm Monday to Friday (except bank holidays) and will be classed as a minor day-to-day changes that can be achieved in their entirety within a 30-minute period (subject to a fair usage policy*)
  • On-site support and parts chargeable

* Fair use is defined as 26 hours per customer per year
 

Bronze remote support providing:

  • Monday-Friday, 8am-6pm (except bank holidays) fault reporting and remote support
  • On-site support and parts chargeable
     

Bronze support providing:

  • Monday-Friday, 8am-6pm (except bank holidays) fault reporting, remote and on-site support
  • Labour and parts included
  • 2 x 30-minute remote programming sessions per annum
     

Bronze+ support providing:

  • Monday-Friday, 8am-6pm (except bank holidays) on-site support
  • 24/7 fault reporting and remote support
  • Labour and parts included
  • Optional chargeable out-of-hours call outs
  • 2 x 30-minute remote programming sessions per annum
     

Platinum support providing:

  • 24/7/365 fault reporting, remote and on-site support
  • Labour and parts included
  • 2 x 30-minute remote programming sessions per annum
  • Annual service history reports
  • Annual preventative diagnostics checks


Platinum remote support providing:

  • 24/7/365 fault reporting and remote support
  • Labour and parts included
  • 2 x 30-minute remote programming sessions per annum
  • Annual service history reports
  • Annual preventative diagnostics checks

 

Download our schedule of work document or contact us free on 0800 054 6789 for more information. 

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