Response Time

The response time determines how quickly our engineers will respond to a request. It is measured in working hours from the time the request is received and ensures an engineer is working on your problem within the designated response time of your contract. Please be aware that some problems may take longer to resolve and dependant on the type of issue(s) we cannot always guarantee to fix the problem within the response time.

If you have an emergency and would like to escalate your designated response time you can still do so. The emergency will be billed at the emergency response rate agreed in your contract.

85% of requests are normally dealt with on first contact and resolved within 15 minutes.