- 01206 656001
- info@etsnetworks.co.uk
- Mon - Fri: 9:00 - 18:30
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| FAULT TYPE | CRITERIA | FAULT CRITERIA |
|---|---|---|
| Critical Failure | 4 Hours | Complete system failure / power failure (excluding 3rd party power cut) |
| Major Failure | 8 Hours | All other faults |
| Minor Faulure | 16 Hours | All operator consoles/primary answering positions; 30% of extensions, 30% of trunk lines/network channels |
All customers making fault reports outside ‘standard’ times will be responded to by the duty engineer via telephone. If possible, an attempt will be made to clear the fault by customer advice or remote access (where available). If the fault cannot be cleared, the engineer will establish whether the fault is ‘critical’ or ‘major’. If so the engineer will attend site, if not the call will be dealt with in standard time.
Maintenance agreements are invoiced annually in advance. (Maintenance contracts for new systems with an annual value in excess of £1,000.00 per site may be paid monthly by Direct Debit).
09.00-17.30 Monday to Friday
(excluding bank and public holidays)
All faults reported directly to service support team on 01206 656001
09.00-17.30 Monday to Saturday
(excluding bank and public holidays)
All faults outside ‘standard’ times, reported to ‘out of hours’ fault report telephone number on 01206 656001
24 hours a day, 7 days a week
(including bank and public holidays)
All faults outside standard times, reported to
“out of hours” fault report telephone number on 01206 656001
NOTE: Your *out of hours* contact number will be issued with your service agreement.
£135.00 callout in normal business hours to include attendance plus 45 minutes onsite. Additional time onsite is charged at £55 per 45 minutes.
Callout charge includes up to 1-hour travel, parking and congestion charging as required.
£65.00 telephone/email support in normal business hours to include the first half hour
Evenings & Weekends Multiply the above by 1.75
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