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
- 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
- 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
- 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
* Telephone Support
* 2nd Line Support
* 1st Line Support
- Response Times - Response levels area
discussed and agreed with customers in line with their requirements
How do we manage callouts, service and
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
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
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.
Pointer operates a manned service centre 24hours a day based in its
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
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
Pointer would propose that meetings are held on a regular basis to
review service delivery.