Response Times

This is a guide as to the response time for each fault reported and the seriousness of the fault.

Category A - System connected to outside lines reported completely out of order

Category B - System partially down giving intermittent service

Category C - Non critical faults and repairs

Response time within 8 working hours
Clearance time within 2 working days, unless repairs being sent to manufacturer and then the response time will be 14 working days.

Clearance Time
This is the total time elapsed from receipt of customer reporting fault to the fault being rectified

Response Time
This is the time an engineer either arrives at site or remote diagnostics is used