24 hour support

Service Desk

Premium Support Services operate a live Service Desk 24 hours a day, 365 days a year.
Our service desk is monitored between the hours of 0900 until 17:30 by our Service Desk Administration Team - and all out of hour calls are directed to a Director which will take the call and allocate the work where required, providing the service desk with a full update the following day to keep all work logged and monitored.
The Premium Service desks operate a traffic light rating system (or RAG) Red Amber or Green to manage or monitor all logged jobs:
Major Health & Safety Issue, Body Spills & Clear Ups, Staffing Attendance Failure.
Non Immediate Health & Safety Issue but could develop in to one, Slip and Fall Adhoc Call Outs, Missed tasks within Hygiene and Front of House Areas.
No Health and Safety Risk, Missed Tasks Non Hygiene and Front of house, To be picked up on next cleaning shift.

Turnaround Times

The Premium Service Desk will always try to resolve your issues as quickly as possible but to ensure we are achieving an acceptable completion turn around we operate to the following containment times:

Red

2 Hours Maximum

AMBER

4 Hours Maximum

GREEN

24 Hours Maximum

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