A written service level, not a promise over the phone

What procurement asks for, and what we have

Severity definitions. Response commitments by severity. An escalation matrix with elapsed-time triggers and named roles. Business continuity. Records handling. Insurance certificates attached on the day, not after award.

All of it exists in writing, in our service agreements, before a tender is issued rather than in response to one.

• Response times by severity, in the contract, with escalation that climbs on its own
• Configuration backed up off site, and the restore tested
• An annual emergency-calling and life-safety test, with a certificate
• Monthly reporting: faults raised and closed, and response times achieved against the commitment
• A capability statement and SLA boilerplate we can attach to a submission

Where a municipal phone system matters

• Administration offices, and the resident who calls after hours
• Public works, and a crew that has to be reachable
• Libraries, recreation centres and arenas
• Emergency operations, and the continuity plan that assumes the phones work

What we will not put in a bid

An uptime percentage. We do not own the carrier network, your buildings’ wiring or your power supply, and a number covering all three would be somebody else’s to keep.

We commit to response — how fast a qualified technician acknowledges a fault and begins work. That part is ours, and under the Fully Managed tier we back it with service credits.

We would rather lose a point on a scoring matrix than win on a number we cannot honour at three in the morning.