All calls will be responded to immediately and first line diagnostics will attempt to resolve at the time of the call.
We would request that any Fatal, Severe or Out of Hours faults be initially reported by telephone to ensure the fastest possible response.
On-site SLA’s are from the time at which our engineers have completed the necessary telephone and remote support and our team confirm that the only suitable course of action is that an engineer is required on-site.
Out of hours support is charged over and above the standard agreement on an ad-hoc basis (outside of SLA), or can added to the agreement in blocks of hours, or on an unlimited basis.