Level one
Your named account manager handles routine coordination, quotes and scheduling, and is the first point of contact for any query.
SERVICE MODULE · 06ACCOUNT TYPE · BUSINESSCOVERAGE · NATIONALTURNAROUND · 2–4 BUSINESS DAYS
Service level agreements
Service levels make performance measurable. We publish the commitments that apply to business accounts and report against them, so accountability is a matter of record rather than a matter of trust.
We provide services exclusively to businesses and organizations. We do not offer consumer or personal-device support. Minimum engagement: organizations with 5 or more managed laptops.
An organisation handing over company devices deserves to know what will happen next and when. Our service level agreements define the timelines we work to, the point at which a fault escalates and the way performance is reviewed. They are written for business accounts and confirmed during onboarding.
Standard commitments
| STAGE | STANDARD TARGET |
|---|---|
| Acknowledgement of a new job | Within one business day |
| Diagnosis and quotation | Within one to two business days of receipt |
| Standard repair turnaround | Two to four business days from approval |
| Priority machine turnaround | One to two business days under a managed plan |
| Status updates | On request, and at any delay point |
| Return manifest issued | With every consolidated shipment |
Targets run in business days and assume parts availability. Where a required part is unavailable, we inform your contact before the target is missed and give a revised date, rather than allowing a deadline to pass silently.
Escalation
Level two
If a target is at risk or a priority machine is delayed, the matter moves to our service lead, who owns the recovery plan.
Level three
Persistent issues reach the operations owner for formal review, with a written response and corrective actions.
Priority cover
Not every machine is equal. A laptop used for payroll, clinical scheduling or bidding work cannot sit in a queue behind routine jobs. Managed and national plans reserve priority bench capacity for machines your organisation designates as business-critical, with shortened targets and direct escalation. The designation is recorded at onboarding and can be adjusted as roles change.
Measuring performance
Service levels are only meaningful if they are measured. We track acknowledgement, diagnosis and turnaround times against the targets above, and your account manager can provide a periodic summary showing performance across your fleet. Where a target is missed, the review includes the cause and the change made to reduce the chance of repeat.
Review and revision
Agreements are reviewed periodically, and sooner if your organisation changes materially, for example after a merger, a move to new premises or a significant change in fleet size. Revised levels are documented and take effect from an agreed date, so both sides always work from the same current understanding.
- Targets expressed in business days
- Proactive notice when a part delays a job
- Three-level escalation with named owners
- Periodic performance summary for your records