Integral have varied SLA’s and response times with our clients dependent upon the site criticality and service disruption be it H&S, life or non-urgent.
Emergency / Priority 1 Calls
- Task allocated to closest engineer to site identified through tracker – skill-matched/ multi-skilled where possible.
Priority 2 Calls
- Task allocated to closest skill-matched cleared, engineer identified through tracker
All other Priority Calls
- Task allocated to skill-matched engineer allocated within SLA or task incorporated with PPM
We will work closely with our clients to try and batch non-urgent jobs and thereby reducing on call out or travel costs.
24/7 multi-site service delivery is the core competence of Integral. We ensure that engineering resource is available to all clients we support at any time, 7 days a week.