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Engineers physically on site, with contracted response times by location.
Some faults cannot be fixed remotely. A dead switch, a failed drive, a cable someone unplugged behind a desk — these need hands on the equipment, and the only question that matters is how quickly those hands arrive.
Response times are contracted by location, not aspirational. Four hours in cities where we hold a point of presence, next business day elsewhere. We state that plainly rather than promising uniform coverage we can't deliver.
Onsite visits are logged against the same ticket as the remote diagnosis, so the history stays in one place.
Publishing exclusions is deliberate. Nobody in this market does it, and it's the fastest way to avoid a variation conversation later.
If yours isn't here, ask — we'd rather answer it before you buy than after.
Time from us accepting the ticket to an engineer being on site. It isn't time-to-fix, which depends on the fault and on parts availability — we'd rather be precise about that than let you assume otherwise.
Only if a spares pool is written into the contract. For critical single points of failure it's usually worth it — without one, replacement depends on supplier lead times.
Free site survey first. You keep the findings whether or not you buy.
