Our support SLAs are outlined below:

1. We will do our best to answer and fix all calls at the first point of contact.
2. Any missed called will be returned within one working hour.
3. If a call is received and not deemed ‘urgent’ you may be asked to email at busy times.
4. All incidents are dealt with based on our engineers rating of Low, Medium or High
5. All requests will be dealt with within 2 working days although we will always aim for this to be faster.
6. If an emergency call-out is required (high priority incidents) then this will happen within 4 hours of discovering the need to attend site.
7. If a customer requests an engineer within 4 hours for a non-emergency incident (Low or Medium), this will be charged at emergency rate.