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Don't fix problems, prevent them
Our Service Level Agreements
Every business is different and so are its support needs.
That’s why our Service Level Agreements (SLAs) are designed to give you complete peace of mind, with flexible response times, proactive maintenance, and expert support tailored to your business needs.
Whether you manage one site or many, our SLAs are your blueprint for long-term network confidence. Our SLA options allow you to choose the right level of coverage, response and support to match your operations, your budgets, and your business goals.
About our SLAs
What is a Service Level Agreement?
A Service Level Agreement defines how we’ll support and maintain your Cabling infrastructure. From response times and fault management to routine maintenance and compliance checks.
It’s your assurance that your business will always receive the service it needs, when it needs it.
Response times and engineer availability
Preventative maintenance and regular surveys
Issue resolution and fault reporting
Communication and documentation
Many providers treat service level agreements like a box ticking exercise, we treat them as a promise. We don't just maintain your network, we protect your productivity. Every agreement we make is based on these three principles
Proactivity
We prevent any issues before they disrupt your business
Transparency
You'll always know what's covered and how to respond
Flexibility
Our plans always scale with your business, not against it.
Every business has different needs, that’s why our SLA tiers are flexible.
You can even build your own agreement using our SLA Builder, allowing you to tailor response times, support coverage, and maintenance schedules to match your budget and risk profile.
Package 1
StandardCare Cover
With a StandardCare agreement, your users benefit from reliable network uptime, while your internal support team can focus on higher-priority project management tasks.
Free yearly network audit
Free patch check every 6 months
8 hour response to fault calls on network points
24 hour fix on network point failure
8 x 5 engineer availability for repair calls
Plus more support benefits
Package 2
CustomCare Cover
Our CustomCare contract offers a cost-effective solution for your organisation. By reducing the burden on your internal support staff, CustomCare helps you save both time and resources, freeing your team to focus on higher-value project management tasks.
Free yearly network audit
Free patch check every 6 months
8 hour response to fault calls on network points
48 hour fix on network point failure
8 x 5 engineer availability for repair calls
Plus more support benefits
Package 3
TotalCare Cover
Our Totalcare contract provides complete support for your structured cabling system, ensuring maximum network uptime for your users. With Totalcare, you eliminate the risk of network downtime caused by hardware failures.*
Free quarterly network audit
Free patch check every 3 months
4 hour response to fault calls on network points and fibre links
8 hour fix on network point failure
24 x 7 x 365 engineer availability for repair calls
Plus more support benefits
Package 4
PromptCare Cover
With a PromptCare contract, your network benefits from reliable, high-availability support for your structured cabling system. This proactive service reduces the demands on your internal team, allowing them to focus on key project management priorities.
Free quarterly network audit
Free patch check every 3 months
8 hour response to fault calls on network and fibre points
16 hour fix on network point failure
8 x 5 engineer availability for repair calls
Plus more support benefits
About our SLAs
What is a Service Level Agreement?
Yes. An SLA keeps them working that way. It’s not just about fixing faults; it’s about keeping your infrastructure safe, compliant and future-ready.
Absolutely. Our plans are flexible, you can upgrade, downgrade or customise them as your business evolves.
That’s fine. Many customers start with our survey or Configurator to benchmark their current provider’s performance before switching.
Not at all. We have a range of price models to suit scope, but each tier is priced to deliver measurable ROI, reducing downtime, maintenance costs and reactive call-outs over time.