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Reactive Repairs Service and Warranty

Reactive Repairs Service

  • Through meeting the needs and expectations of our clients, we have built a reputation for an outstanding repair service. We understand you require repairs to be carried out quickly, efficiently and with minimal disruption. Your safety and our service delivery to you is our priority.
  • We have a wealth of experience regarding reactive and emergency response repair works. We respond efficiently to all incidents, reducing time and ensuring the optimum performance of your systems always. Our fleet of response vehicles are stocked with a comprehensive range of the required tools, access equipment, test equipment and materials to successfully deal with the vast majority of incidents.
  • During the contract term, if a defect arises in relation to any maintained equipment, TIS shall provide reactive services at the site to restore your maintained equipment to a normal working condition (reactive services). Wherever reactive services are required, you can notify us via our fault portal or our dedicated helpline.
  • Our team of experts will always (where possible) try and fix faults remotely. Where a site visit is required engineers on arrival will carry out a point of work risk assessment and implement control measures, this ensures that safe work practices are in place at all times.
  • Upon receipt of a reactive service request, we will provide you with a unique call reference number and arrange attendance in accordance with the service levels set out in your contract. Reactive services are available 24 hours a day, 365 days a year.
  • In addition to the stock held on the engineer vans, we also maintain a significant level of appropriate stock spares at our head office and regional offices. We operate a click and collect service to increase engineer utilisation. We have an excellent relationship with our supply chain partners providing support, environmental obligations, and obsolescence management. All enhancing your experience with us and keeping downtime to an absolute minimum.
  • We will always provide you with an assessment of your systems and advise if they are out of calibration, non-conforming to the latest standards or there is a more suitable product available giving you additional security or performance

Reactive Charges 

  • We will clearly define the reactive service charges which will be outlined in your agreement. This may be subject to an increase with effect from the beginning of each contract year (other than the first contract year) by such amount reflected in the Consumer Prices Index (CPI) issued by the Office for National Statistics in the United Kingdom.

Warranty on repairs

  • Warranty periods are an essential part of the solution that we provide to our clients. Where TIS carry out a repair on your system you will automatically benefit from our 12 months warranty as standard, offering you peace of mind.

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