Dataphone Maintenance Service Levels
Standard Care Cover
Cover:
Monday to Friday (excluding Public/Bank Holidays) between 9am and 5pm
Response Times:
Within 4 working hours for a major system fault (whereby access to calls is severely impaired)
Within 16 working hours for a minor system fault
Extra Care Cover
Cover:
Monday to Friday (excluding Public/Bank Holidays) between 9am and 5pm, with overtime working up to 9pm when necessary
Response Times:
Within 4 working hours for a major system fault (whereby access to calls is severely impaired)
Within 16 working hours for a minor system fault
Total Care Cover
Cover:
Monday to Friday (excluding Public/Bank Holidays) between 7am and 6pm, with overtime working up to 9pm when necessary
Response times:
Within 4 working hours for a major system fault (whereby access to calls is severely impaired)
Within 4 working hours for a minor system fault
Emergency Cover
Cover:
7 days a week including Public/Bank Holidays between 7am and 10pm
Response times:
Within 4 working hours for a major system fault (whereby access to calls is severely impaired)
Within 4 working hours for a minor system fault
Replacement of Equipment:
Our agreements provide for the replacement of defective equipment and associated labour costs
Response Times for 2009:
During the period January to December 2009, the average time to clear major faults was 1 hour, 40 minutes, and the average time to clear all faults was 4 hours, 13 minutes * based on working hours
Response Times for 2010:
The average time to clear major faults is currently 1 hour, 33 minutes, and the average time to clear all faults is 4 hours, 32 minutes * based on working hours - for the period January to June 2010
ISO9001 Accreditation:
Dataphone is an ISO9001 accredited company and is subject to regular internal and external audits of its maintenance processes to ensure compliance
Maintenance Stock:
Significant levels of maintenance stock are held by Dataphone to ensure that requests for replacement equipment are fulfilled quickly
Fault reporting:
Requests for service can be made by telephoning our switchboard - 020 8550 8844 - between 8:30am and 5:30pm Monday to Friday, or via our website (www.dataphone.co.uk). Customers with extended cover are allocated a PIN to access our out of hours service.
