The company will agree with the customer the
scope of non-critical and critical faults at the outset of the agreement.
The company shall provide service 24Hrs/365 days, with the following
response times.
The company will respond to a non-critical support request received
during our normal working hours within 4 working hours from acceptance
of the request.
The company will respond to a critical support request within 4 working
hours from acceptance of the request.
Customers may make support requests by email to support@soneric.com,
or by telephone on 01923 656370.
The Customer will be verbally notified of the details of fault rectification,
whether effected by our field based or remote support personnel. Additionally,
the customer will be notified by email of the details of fault rectification.
All support work carried out will be undertaken by appropriately competent
personnel. In the event of any support request being unresolved after
2Hrs of commencement of work, the request will be escalated to personnel
with specialist expertise.
The customer will receive monthly performance reports.
Optionally, the customer may request Service Review meetings, at additional
cost.
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