Reactive call-outs are triaged by our 24/7 helpdesk and dispatched against tiered SLA response times: 1 hour for safety-critical, 4 hours for business-critical, next working day for routine. Every job is tracked from ticket to sign-off so the audit trail is always intact.
What's included
- 24/7 helpdesk intake
- Tiered SLA response (1h / 4h / NWD)
- First-time-fix targets with reporting
- Photo evidence and sign-off on completion
- Monthly fault-trend analysis
Suited for
- Retail estates
- Hospitality operators
- Offices
- Public sector
FAQs
What happens out of hours?
The helpdesk is staffed 24/7. Critical call-outs are dispatched immediately; non-critical are scheduled for the next working day with confirmation to the reporter.
Do you report first-time-fix rates?
Yes. First-time-fix and SLA compliance are in the monthly KPI pack, along with trend data so you can see patterns forming across sites.