Professional Services
Service Cover Types
Switch Communications General Service Levels
Click here to see important terms & service parameters
Response time; defined as the time between the occurrence of an event reported and the action taken by Switch Communications
Fix time; defined as the time between the occurrence of a fault logged and the resolution of the fault.
All fault calls will be logged and tracked using Switch Communications CRM system
All faults logged will be issued a fault reference number
All calls are tracked by a dedicated CRM package, which enables us to deliver a fully customised service tailored to the individual needs of each customer.
Standard care
The Standard Care Plan is ideal for businesses with a need for coverage only during peak traffic times of regular business hours. The Standard Plan includes:
Coverage 9 a.m. to 5 p.m. Monday through Friday, excluding bank holidays
Remote monitoring of data and PBX systems
Maximum response time of two hours on major alarms during business hours
Response time of eight business hours for minor outages
Technical Assistance Centre (TAC) support for consultation and assistance with troubleshooting
Enhanced care
The Enhanced Care Extended Plan has been developed for customers requiring the additional security and reassurance that comes from network support outside of normal business hours. It includes:
Coverage 7 a.m. to 7 p.m. Monday to Sunday, excluding bank holidays
Remote monitoring of data and PBX systems
Maximum response time of two hours on major alarms
Response time for minor outages of eight business hours
Technical Assistance Centre (TAC) support for consultation and assistance with troubleshooting
Complete care
The Complete Care Plan offers a comprehensive around-the-clock on-call support service. It includes:
Coverage 24 hours a day, seven days a week
Remote monitoring of data and PBX systems
Maximum response time of two hours on major alarms
Response time for minor outages of eight business hours
Technical Assistance Centre (TAC) support for consultation and assistance with troubleshooting
Bespoke care
Bespoke care packages deliver tailored support, to ASCOT requirements, that meet your exact business and budget requirements
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