Service Packages
Which one is right for you?
The safety of your employees is paramount to your business. Therefore it is important to choose the correct service package to suit your workshop requirements.
For lifts, this might be a fixed rate contract to include maintenance, call out, travel, labour and parts discount, or just a simple two services a year ‘Extra’ contract. We also offer the option of adding Reports of Thorough Examination and lube pots to your lift contracts.
Our ‘Extra’ contract is available for brake testers, which includes two services and calibrations a year and discount on parts.
With our expert advice, our experienced Area Sales Managers and back office staff will talk you through the variety of options available to you, to ensure you are fully covered and all legal requirements are met.
Below are Totalkare’s newly enhanced packages. Our experienced Area Sales Managers and dedicated back-office team will guide you through the available options, ensuring you’re fully covered and meet all legal requirements.
WHAT’S INCLUDED IN YOUR SERVICE LEVEL AGREEMENT?
EXTRA CONTRACT SERVICE LEVEL AGREEMENT
We aim to attend site the day after the issue is reported and commit to attend site within 3 days.
FIXED RATE AND ALL INCLUSIVE CONTRACT SLA
We aim to attend site the same day as the issue is reported and commit to attend site the following day.
EXCEPTIONAL AREAS
Please note for EXTRA Rate contract customers we are only able to offer a 5 day lead time on call outs in the following postcodes: AB, DD, HS, IM, IV, JE, GG,
GY, KW, KY, PA, PH and ZE.
STANDARD ON-SITE WORKING HOURS
Response times refer to the time taken to get an engineer to attend site. They do not cover further visits if additional repairs are required. Please note, SLA hours do not include time elapsed on Saturday and Sunday. Our standard on site working hours are 08:30 to 17:00. If an engineer is on site before 17:00, you will not accrue any premium charges (beyond the standard charges stipulated in your service scheme) if they have to work beyond 17:00 to complete the job.
OUT OF HOURS ON-SITE LABOUR
Should you urgently require an engineer outside of normal working hours, one may be provided for an additional premium charge of £100 per hour for on site labour and engineer travel regardless of contract. Please note this will be subject to availability between 17:00 – 20:00 and 06:00 – 08:00 weekdays and 08:00 – 13:00 Saturdays.
TELEPHONE ASSISTANCE
Prior to attending site, we offer telephone technical assistance. The purpose of this is to attempt to resolve the problem as quickly and safely as possible and to diagnose any parts that may be required. This service runs from 08:30 to 22:00 Monday – Friday
BREAKDOWNS
If a breakdown is reported to Totalkare before 12pm, Totalkare will endeavour same day but guarantee next day. If a breakdown is reported to Totalkare between 12pm and 3pm Totalkare guarantee next day and if a breakdown is reported after 3pm we will endeavour next day but guarantee 1st call the following day (excluding weekends and bank holidays) – AFT Contracts ONLY