The company will agree with the customer the
scope of non-critical and critical faults at the outset of the agreement.
The company shall provide service during our normal working hours, 0830
– 1730Hrs, Monday to Friday, (excluding Public Holidays), with
the following response times.
The company will respond to a non-critical support request received
during our normal working hours within 4 working hours from acceptance
of the request.
The company will respond to a critical support request within 4 working
hours from acceptance of the request.
The Customer will be verbally notified of the details of fault rectification,
whether effected by our field based or remote support personnel. Additionally,
the customer has the option to be notified by email of the details of
fault rectification.
Outside our normal working hours, customers may make support requests,
either via email to support@soneric.com,
or by leaving a voicemail message on 0870 0860 861. Support requests
made via these routes, will be logged at the start of the next business
day. The customer will be notified that the support request has been
accepted and actioned.
All support work carried out will be undertaken by appropriately competent
personnel. In the event of any support request being unresolved after
2Hrs of commencement of work, the request will be escalated to personnel
with specialist expertise.
Optional monthly performance reports are available at extra cost.
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