Service & Maintenance

The Customer Support Administrator (or call answering service outside of normal working hours) on being advised of a service requirement, whether through a formal or informal enquiry, verbal or written, will record the event in the relevant fault log, selecting the next available reference number.

Then check if the customer has a current maintenance or service agreement and arrange for a suitably qualified engineer to visit the site in line with the terms of the maintenance agreement.

Customers requiring a service visit who do not have a maintenance agreement are put on a priority list of service calls to be completed within 5 working days.

For Routine Maintenance Visits

The Customer Support Administrator schedules routine maintenance visits in line with the terms of the maintenance agreement.

The Customer Support Administrator (or call answering service outside of normal working hours) then notifies the customer when the service or maintenance will take place.

Response times are specific to each contract that has been set up with any individual customer. Response times are measured on a weekly basis using the fault logging system operated by Secure Vision.

They are then reported to the Project Director in a monthly meeting for review and continual improvement.

The Service Engineer is then dispatched to undertake the following action:-

1. investigate the problem and repair the fault or carry out routine maintenance.
2. notify the service manager immediately if any repairs can not be completed during that service visit.
3. run a series of checks to confirm that the system is functioning correctly.
4. document the work carried out and ask the customer to sign the service docket, noting any agreed concessions.
5. ensure the site is tidy and leave the equipment in a safe operating condition.