A clock, a name, and what happens if we miss

How a fault is ranked

Severity is assigned by us on report, in good faith. You can ask for it to be raised and we won’t unreasonably refuse. Anything involving 911 or a life-safety circuit is critical automatically and without discussion, however few people it affects.

Critical and major faults must be telephoned in. One reported only by email doesn’t start the clock. We’d rather tell you that here than explain it afterwards.

In both tiers

• Your configuration backed up off site, and the restore tested — an untested backup is a rumour
• An annual emergency-calling and life-safety test, with a certificate you can hand an insurer, an auditor or a board
• A documented inventory: every device, every line, which room connects to which port
• Monthly reporting — faults raised and closed, response times achieved, and anything we found that should be fixed before it fails
• An escalation path that climbs on its own, by the clock, without you chasing it

What we don’t promise

An uptime percentage. We don’t own the carrier network, your building’s wiring or your power supply, so a number covering all three would be somebody else’s to keep.

What we commit to is response: how fast a qualified technician acknowledges a fault and starts work. That part is ours, and under the Fully Managed tier we back it with money.

We also don’t monitor your fire panel or your alarm. We maintain the telephone circuits those systems depend on, which is a different job and worth being clear about.

How to get one

Both start with a Telephony Health Check. We don’t put a response time in writing against a system we haven’t seen.

The Health Check is fixed-fee, reported in writing, and carries no obligation. If what we find is straightforward, the agreement follows in a week. If it isn’t, you’ll know exactly what needs doing first — and that’s worth knowing whether or not you sign anything.