Our Commitment


Uptime Lanier SW agree that each device provided will maintain a minimum of 94% Uptime (based on a 7 1/2 hour working day 9.00am - 5.00pm, Monday to Friday – excluding Bank Holidays), measured during each quarterly period.


Response Time Lanier SW agree to maintain an average response time of 4 working hours on each device provided (between hours of 9.00am – 5.00pm, Monday to Friday – excluding Bank Holidays), measured during each quarterly period. Emergency Response (when the device is not working at all) is set as a priority and response time is generally halved.


First Time Fix Percentage Lanier SW agree to maintain a minimum First Time Fix Percentage of 95% covering all Fault Calls during each quarterly period.


Repeat Fault Exception Lanier SW agree to replace any device we have supplied with a ‘like for like’ replacement if it has had 10 fault calls for the same fault during each quarterly period. This also applies to any machine that has not achieved the minimum uptime during two consecutive quarterly periods.


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