Standard Warranty
Response to site
Target –At least 95% of calls responded to Next Business Day
We aim to provide an engineer on site on the next business day for all Calls received by 1500 hours.
First Time Fix on site
Target – At least 92% of calls fixed on First Visit
We aim to restore service to your hardware first time on the next business day for all Calls received by 1500 hours.
Please note that this applies to Stone Group manufactured equipment only.
Product covered by a Third Party
A Third party may provide support for some components and/or sub-assemblies of your hardware such as monitors & tape drives etc.
Service levels on third party warranty support will vary between manufacturers, however Stone Group target service levels for third party products are Repair or Replace within 3 working days. Should a third party fail to meet this service level, Stone Group will endeavor to supply a loan or exchange unit to restore service.
Stone Group aims to ensure, where possible, that all Third Party Product supplied meets our service level expectations. Where service is provided by a third party a copy of their Service Level Agreement will come into force. A full listing of product that falls into this category can be obtained from Stone Group Head Office. Stone Group, where possible, will always be the interface between the customer and the third party provider. In addition Stone Group will ensure the completion of the call by the third party service provider.
Stone Group believes that service to our customers is our responsibility and poor performance from any third party company reflects badly on us a business.