Service Level
We are undertakes to respond to emergency calls from the Customer within 1 hour from the telephone call by Customer & shall be on the site where Equipment is located within 3 hours from the telephone call by Customer. (within office hours).
ROUTINE MAINTENANCE
To provide the following routine preventative maintenance work on 4 times basis during normal office hours, i.e. Monday to Friday (between the hour of 09:00 – 18:00) and Saturday (between the hour of 09:00 –13:00).
ESCALATION PROCEDURE
- During office hours (9:00 to 18:00, Monday to Friday; and 9:00 to 13:00, Saturday) all service calls shall be directed to the office of the Company at 2478-8888.
- During non-office working hours all service calls shall be directed to durity engineer.
- Should calls not be responded within 30 minutes, all emergency calls can be escalated to second level technical manager..
- Should second level emergency calls not be responded within 30 minutes, all calls can be escalated to our Sales & Marketing Manager.
