Normal Service Area
The oval area marked in red on the map below shows what we define as our Normal Service Area.
Service and/or repairs requiring a Site Visit is dependent upon your location.
Repairs and Servicing Arrangements
For ALL Customers regardless of Location:-
Provided that you notify us of a fault before 1pm, we guarantee a same day remote response. If you notify us after 1pm, we will attempt to provide a same day remote response, but cannot guarantee to do so. Where we are unable to provide a same day remote response (i.e. notification comes after 1pm), we guarantee to provide a next day remote response.
For Customers within our Normal Service Area:-
If it transpires that a site visit is required, we will attempt to attend your premises on the same day as we receive your notification. Where this is not possible we guarantee to attend the next working day.
For Customers outside our Normal Service Area:-
If it transpires that a site visit is required and you notified us before 1pm and you facilitated a remote response prior to 5pm, we guarantee to attend the next working day. Where notification was received after 1pm and/or you were not able to facilitate a remote response prior to 5pm, we will attempt to attend your premises on the next working day but cannot guarantee to do. In this situation we guarantee to attend your premises within two working days of your notification.
Note that a site visit is rarely necessary. Most of our customer problems are related to computer and networking issues rather than actual faults with our equipment.
In most cases we can remedy problems by instruction via telephone or email, and in many cases we can effect a remedy by remotely accessing our equipment. However, where there is an actual physical or electronic fault with our equipment, then a site visit will be necessary.