All calls to the reponse centre are issued with a job number. This is a reference that is used to track the progress of the repair or call.

Response Centre staff will diagnose the problem in discussion with the user and, if it is software related, endeavour to resolve the problem there and then on the telephone by giving the user instruction.

If the problem cannot be solved over the telephone, a technician will be dispatched to attend the user’s site and repair the equipment on-site. Over ninety percent of hardware problems are diagnosed successfully over the telephone ensuring that the technician attends the user site with the necessary components to carry out the repair.

Certain equipment needs to be repaired in a special protected environment (displays and portables). In such cases the equipment will be removed from site, with loan equipment of similar specification left until the defective unit is returned repaired.

Full fault analysis reports can be provided monthly or quarterly as required.