The company shall provide service during our
normal working hours, 0830 -1730Hrs, Monday to Friday, (excluding Public
Holidays), with a response time within of 8 working hours from acceptance
of the support request.
If the Company determines the fault to be of a Critical nature, the
Company will endeavour to respond within 4 working hours from acceptance
of the support request.
The Customer will be verbally notified of the details of fault rectification,
whether effected by our field based or remote support personnel.
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.
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