Our service levels
Choose the response that matches the impact of the problem. Every level comes with updates and a closure report.
For outages and failed hardware that stop a site from working.
- 24/7 dispatch on approval
- Engineer assigned immediately
- Live updates until service is restored
For faults that need attention today but aren't stopping the business.
- Requests logged before midday
- Confirmed arrival window
- Remote triage before the visit
For routine break-fix, moves and changes that can wait until tomorrow.
- Booked visit with set time window
- Parts and RMA coordination
- Closure report with photos
For rollouts, installs, surveys and migrations booked in advance.
- Fixed scope and price per site
- Out-of-hours and weekend slots
- Project tracking across all sites
| Service level | On site | Best for | What you get |
|---|---|---|---|
| Critical | 4 hours | Outages and failed hardware that stop a site from working | 24/7 dispatch on approval, engineer assigned immediately, live updates until service is restored |
| Urgent | Same day | Faults that need attention today but aren’t stopping the business | Requests logged before midday, confirmed arrival window, remote triage before the visit |
| Standard | Next business day | Routine break-fix, moves and changes | Booked visit with a set time window, parts and RMA coordination, closure report with photos |
| Planned | Scheduled | Rollouts, installs, surveys and migrations booked in advance | Fixed scope and price per site, out-of-hours and weekend slots, project tracking across all sites |
Service levels are confirmed per site in your quote and depend on location and site access.
Included at every level
Briefed engineer
The engineer knows the site, the scope and your process before arriving.
Live updates
You hear when the engineer arrives, what they find and when the job is done.
Closure report
Notes, photos, serial numbers and sign-off for your records.
One coordinator
The same contact handles your visits from quote to close.
Service level questions
When does the response clock start?
From the moment you approve the visit and share the site details and access information we need.
Can we have different service levels for different sites?
Yes. Many customers use critical cover for key sites and standard cover elsewhere. We agree this per site in your quote.
What if a part is needed?
We coordinate parts with you or the manufacturer and keep you updated. If a part has to be shipped, we agree the plan before the engineer leaves.
Do you work out of hours?
Yes. Planned work can be booked for evenings and weekends, and critical faults are dispatched 24/7 once approved.