"Bronze Care” operates during normal working hours (8.30-17.00) Monday to Friday (excluding Public/Bank Holidays). We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours.

"Silver Care” operates during normal working hours (08.30–17.00) Monday to Saturday (excluding Public/Bank Holidays). We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours.

"Gold Care” operates during 24 hours per day, 7 days per week including Public/Bank Holidays. We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours.

"Gold Care Special Option” operates during normal working hours (8.30-17.00) Monday to Friday (excluding Public/Bank Holidays). We aim to respond to minor faults within 16 working hours, major faults (system off) within 4 working hours. Customers will be issued with a PIN (Personalised Identity Number), which allows access to an engineer 24 hours a day. Details as follows:-

During office hours, calls will be answered by a Service Controller. Out of office hours, calls will be dealt with by an automatic call forward service. It will be necessary to enter your PIN to be able to leave the details of the fault. Your call will then be automatically forwarded to the duty control engineer who will contact the customer prior to an engineers visit.

Normal cover is between 08.30–17.00, Monday to Friday (excluding weekends and Public Holidays). We may be able to clear some faults over the phone. If a minor fault occurs "out of hours" it is advisable to wait until the next "normal cover" day before reporting it.

Out of hours service will be charged at the following rates:-

From £200.00 for the first hour and £110.00 each subsequent hour, or part thereof (Excl. Public Holidays).
From £260.00 for the first hour and £160.00 each subsequent hour, or part thereof (Public Holidays).

Please report all faults to our Service Desk by either email* or telephone. NOTE - WHEN EMAILING FAULTS YOU MUST SUPPLY THE CONTACT NAME, COMPANY NAME, CONTACT TELEPHONE NUMBER AND A BRIEF DESCRIPTION OF THE FAULT. *The "Fault Log" time for emailed faults will be deemed to be the time of receipt on our email server. Incom Business Systems Ltd can not be held responsible for delays to sent emails caused by external influences.