Our Standard Terms

Response to site

Our Target – At least  98% of calls responded to Next Business Day

We aim to provide a technician on site on the next business day for all calls received by 1200 hours.

First Time Fix - On Site

Our Target – At least 95% of calls fixed on First Visit

 

We aim to restore service to your hardware first time on the next business day for all calls received by 1200 hours.

**Please note that this applies to Active Comp manufactured equipment only**

Product covered by a Third Party

A Third party may provide support for some components and/or sub-items of your hardware such as monitors & tape drives etc.

Service levels on third party warranty support can vary between manufacturers/suppliers, however Active Comp target service levels for third party products are Repair or Replace within 5 working days. Should a third party fail to meet this service level.

 

Active Comp aims to ensure, where possible, that all Third Party Product supplied meets our service level expectations. Where service is provided by a third party a copy of their Service Level Agreement will come into force. A full listing of product that falls into this category can be obtained from Active Comp. Active Comp, where possible, will always communicate between the customer and the third party provider. In addition Active Comp will ensure the completion of the query by the third party service provider.

Active Comp believes that service to our customers is our responsibility and poor performance from any third party company reflects badly on us a business, this in mind we take great care when selecting third party suppliers ensuring that they supply the backup that we expect you, our customer should have.