Maintenance and Service Support

Maintenance Mobile

You get what you pay for with a Pointer Service and Maintenance contract, and good service costs money.

But with a Pointer Maintenance contract, you can rest assured that you will be provided with a resilient, consistent level of service across the board at multiple sites.

Service and Maintenance is one of the jewels in Pointer's crown. We're rightly proud of the service we continually deliver to our clients in a diverse range of sectors. And in order to live up to the bold claims we make for our Service and Maintenance capability, here are some reasons why we tick so many boxes for our corporate customers:

- Consistency - Across the board, across the country, we offer the same high levels of service to you.

- Comprehensive -  Our Service and Maintenance schedules are comprehensive, ensuring your system works to its full capability. 

- Personnel - Engineers are on call 24hours, 7 days a week, 365 days a year. Our dedicated Service and Maintenance team comprises supervisors and engineers with specialist skills and training in specified equipment/ sectors. We have partnerships with established suppliers and manufacturers which helps to provide ongoing training and support for engineers

- First Time Fix - Engineers carry a comprehensive range of spares to strive for first time fixes

- Remote Support Facility -Our Remote Support capability means we can diagnose faults off-site, saving you time and money.

- Working in Partnership - Pointer has a strategic objective of forming long-term relationships with both our Customers and our Suppliers.  Our preferred route to achieve this is through Partnership and Framework Agreements.

- Reporting - If you are a Corporate Account customer, the Pointer Dashboard will provide at a glance summary of numbers of first time fixes, completed calls, faults and much, much more, so you can see how we're performing against agreed criteria.

- Helpdesk - Pointer has a dedicated 24 hour telephone help desk where all faults that require support are logged and then onward despatched to the correct level of engineer. Our Helpdesk is located within our BS5979 Event Monitoring Centre, which handles calls on a 24/7 basis, meaning resilience is built in. 

- Escalation - In the first instance, all service and maintenance visits would be undertaken by Pointer engineers, however, for specialist areas, such as barriers and gates, or for specialist faults, we have partnerships with established contractors.

Three-Tiered Support

* Telephone Support

* 2nd Line Support

* 1st Line Support

Man on phone

- Response Times - Response levels area discussed and agreed with customers in line with their requirements and resources.

How do we manage callouts, service and maintenance

All calls to Pointer are routed via the helpdesk and are monitored and recorded. All faults and queries are routed to the relevant engineer via a computerised service call logging system.

Emergency callout engineers are controlled centrally via our helpdesk.

Pointer has successfully delivered support and maintenance to strategic security installations over the last decade.

Post Commissioning Handover

At the end of the commissioning process Pointer Project Management would formally handover the project to Pointer service and maintenance staff.

Service and maintenance staff will then be familiar with how the system operates, where equipment is located, the key members of staff responsible for the system and the operating regime for maintaining and operating the system.

Maintenance Service Level Agreements (SLAs)

For Major Projects, Pointer would propose that an SLA agreement is put in place to cover all elements of maintenance and support with the client.

Service Support

Pointer operates a manned service centre 24hours a day based in its BS5879 Event Monitoring Centre. Calls to the centre are logged and then passed to the relevant service engineer. Engineers are on duty 24hrs a day.

In the first instance service is provided by a Pointer engineer.

Escalation Process

If the engineer is unable to resolve the fault, Pointer will initiate a fault escalation process which may depending on the fault involve telephone, remote diagnostic or on site support from the relevant suppliers.

Allocation of Engineers

Pointer manages strategic security installations service support by operating a separate out of hours service roster. During the working week service engineers are prioritised according to SLA commitments.

Review Meetings

Pointer would propose that meetings are held on a regular basis to review service delivery.

Coming Soon...

Service Gold is a unique package which allows registered companies to book engineer visits, have online access to their service call history and current account status. In order to access your account, you must be a valid Service Gold customer.

To find out more, call us on:

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