SLA Frameworks

Commitments have to be things we control, so we write them that way. On time collection and arrival against the agreed window, attendance time for a callout, chain of custody compliance measured by whether every serial reconciles, and damage recorded per job rather than as a percentage that flatters everybody. For data destruction we commit to the certificate of destruction being issued on completion with serials scanned, not a summary the following week. For relocation work we commit to the rack being live and tested inside the change window, and where a rollback point is needed we agree it in advance and write down who calls it.

Almost none of this work happens between nine and five. Change windows are overnight, decommissions are at weekends, and a decent proportion of our jobs start with a phone call late on a Friday, which is why both warehouses run a 24 hour call out facility for client equipment and why the frameworks set priority tiers rather than one flat response time. Where you need a dedicated urgent run, what the trade still calls a special, we will put a vehicle on it rather than pallet it. We can be anywhere in Europe within 24 to 48 hours from the word go, subject to customs, and we will tell you honestly if customs is going to be the problem.

Reporting is built from the same records the crews produce on the job, so there is nothing to reconstruct at month end: job sheets, proof of delivery, chain of custody logs, risk assessments and method statements, certificates of destruction with serials, and WEEE certification where waste was involved. Reviews are quarterly. We bring the failures as well as the numbers, because a review that only shows green is not a review. The whole thing sits under our ISO 9001:2015 accreditation, and we trade under RHA Conditions of Carriage 2020 and Conditions of Storage 2021, which we will send you before you sign anything.