Providing the best services for your needs - SLA's

This is a guide to the response time for each fault reported, based on the seriousness of the fault.

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

• Response time within 4 working hours
• Clearance time within 8 working hours

Category B - System partially down giving intermittent service

• Response time within 8 working hours
• Clearance time within 2 working days

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.