service expectation

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IT Support Services and Computer Repairs | Biggleswade | Bedfordshire

01767 668616


Terms of Service – Service Expectation

What you can expect from us

We aim to resolve 95% of our Service Desk inquiries and faults within 3 working days. We define a working day from Monday to Friday with exception of Weekend and Bank Holidays. The service expectation begins when you are provided with a ticket reference from our service desk, confirming the start of your service request.

Service Level Agreements


Service Level Agreements (or SLA for short) is the standard set for how long you can expect for us to respond according to a particular situation. Below are examples of our standard SLA:

Project Requests and Purchases – Between 3 working days and 10 working days

Repairs on Hardware – Between 1 working day and 5 working days

Software Support Requests – Between 1 working day to 3 working days

Diagnostics assessments – No set SLA

The above is subject to stock and complexity of the request. Time scales may be shorter or longer depending on these factors.

Contractual Business customers can refer to their terms of service that is issued with their agreements for a more exact SLA on your contract.

Service Expectations – Hardware Support


We qualify a hardware repair as a request that involves the replacement or installation of hardware. This includes network based requests where we supply and install network based hardware.

Upon installation, you can expect to be made aware of warranties and general housekeeping for your hardware.

For hardware replacements on data storage devices such as hard drives, USB devices and Compact Disks, we actively destroy devices upon replacement. We do not refurbish, resell, reuse or redistribute data storage devices which have previously been used. 

Devices that are not flagged for our attention as data sensitive (data which contains protected data such as personal information or identifiable information) undergo standard wiping which is not certified before destruction. If the data is protected under Data Protection Regulations, we offer a certified destruction service for £30.00 + VAT for each device.

Service Expectations – Software Support


We define Software as “a digital product which is installed and activated on a device or computer, which relies on physical hardware to function.” We are not a software design company and do not create or sell our own software. All software supplied by us are created and distributed under 3rd party approvals and regulations.

For details specific to a software package or product, you can contact us for information. Each product will be supplied with it’s own policies which are specific to each product sold.

When we respond to requests to install, change or repair software, you are agreeing to providing administrative access to that platform or package. Requests which can’t grant this level of access could impact how we carry out the services required.

All software requests are subject to the standard rates set out in pricing and payments with exception to customers on monthly prepaid support contracts. 

Service Expectations – Service Desk


Our Service Desk brand “Business Tech Support” is owned and administered by DRJPCS Limited. This service provides an easy way for our customers to alert us to a request. These requests fall under inquiries, faults, purchases and change requests.

Business Tech Support is a service that is only available to customers on monthly prepaid contracts which come complete with a customer log in portal and request history, as well as creating new requests.

All customers with Service Desk accounts are subject to SLA policies outlined in their contractual agreements.

To find out more about how to bring the Service Desk into your business, please contact us.

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Phone Lines Open: Mon – Sat 9am – 8pm | Dr. Jones PC Support – Trading name of DRJPCS Limited | VAT No. GB279463260 | Registered in England and Wales. Company Number: 11002345