Contract Types
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Contract Type
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Cover Provided
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Action Taken
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Bronze / Silver
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9am to 5.00pm
Monday to Friday
Excluding bank and public holidays
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All faults reported directly to our Service Support Team
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Gold
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9am to 5.00pm
Seven days a week
Including bank and public holidays
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All faults outside of Bronze times are reported to out-of-hours fault report telephone number
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Platinum
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24 hours a day
Seven days a week
Including bank and public holidays
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All faults outside of Bronze times are reported to out-of-hours fault report telephone number
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We operate a computerised fault logging system and we respond to all fault reports using the following criteria:
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Fault Type
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Fault Criteria
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Response Time
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Critical failure
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Complete system crash or power failure excluding third party power cut
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4 hours
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Major failure
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All operator consoles and primary answering positions
30% of extensions
30% of trunk lines or network channels
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4 hours
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Minor failure
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All other faults
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16 hours
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Out of Hours response
All fault reports which fall outside of our Bronze hours will be responded to by our duty engineer via telephone. If possible, we will attempt to clear the fault by providing advice over the phone, or by remote access where available. If the fault cannot be cleared, the engineer will establish whether your fault is classed as Critical, Major or Minor – and if it is Critical or Major, an engineer will attend site within the agreed timescales.
A four hour ‘all calls’ contract is available if required, on our Bronze / Silver services only, at a 50% premium on our standard rates.
Our support contracts include:
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Remote Diagnostics
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Parts Labour and Call-out
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Help-desk Support
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