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.
 

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
• 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.