An engineer on site when your customer needs one.
4-hourNext business dayScheduled
Simplify Networks dispatches field engineers to your customers’ sites against agreed service levels: within 4 hours for critical faults, the next business day for standard break-fix, or on a scheduled date for planned work. Our 24/7 service desk responds to every request in under 30 minutes, all year round.
Service level options
| Service level | Best for | How it works |
|---|---|---|
| 4-hour | Critical outages, site down, failed core equipment | Engineer dispatched as soon as the request is confirmed, where 4-hour cover is confirmed for the site |
| Next business day (NBD) | Standard break-fix and hardware replacement | Engineer on site the next working day, parts permitting |
| 24-hour | Urgent but not critical faults | Engineer on site within 24 hours of confirmation |
| Scheduled | Installs, IMAC, roll-outs, surveys and changes | Booked for the date and window you choose, including nights and weekends |
How dispatch works
- RequestEmail, your ticketing tool or our 24/7 service desk: site, contact, task, parts and SLA.
- Triage within 30 minutesWe confirm the request, check access and parts, and agree the arrival time.
- DispatchA vetted engineer is briefed with your instructions, contacts and escalation path.
- On siteThe engineer checks in, completes the work and keeps you updated on your ticket.
- Close-outPhotos, serials, notes and sign-off are sent back and the ticket is closed with you.
What every dispatch includes
Live status updates
Check-in, progress and check-out updates on your ticket or by email.
Photo evidence
Before and after photos of the work and the equipment.
Serials and parts
Serial numbers captured for replaced parts and new devices.
Escalation path
Clear escalation to our coordinators if anything on site changes.
Where 4-hour and NBD cover is available
4-hour cover is available in many major cities and data centre hubs, and we confirm it site by site. Next business day and scheduled cover is available across our 285-city network. Send your site list and we will confirm the service level for each location.
Frequently asked questions
What is a 4-hour onsite SLA?
A 4-hour SLA means an engineer arrives on site within four hours of the request being confirmed, typically used for critical faults.
What does next business day mean?
Next business day (NBD) means an engineer attends on the next working day after the request is confirmed.
Can parts be included?
Usually parts are shipped by you or the manufacturer to site. We can coordinate delivery and fit them on arrival.
Do SLAs apply outside the UK?
Yes, in the cities where we confirm that service level. Cover varies by location, so we confirm it for each site before you commit to your customer.
How do we report SLA performance to our customers?
We send time-stamped check-in and check-out records with each job, which you can pass to your customer.
Need SLA-backed field cover?
Send your site list and the SLAs your customers need. We will confirm cover per location.