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Standard Service Levels

We offer an industry leading response for you and your client within the standard service levels* below when you instruct ISS Restoration:

 Service Activity  Service Level/Measure
 Initial Contact (Policyholder/Site principal)  Within 1 hour from receipt of Instruction
 Site Visit – Urgent **  ISS personnel on site within 4 hours
 Site Visit – Standard  ISS personnel on site within 48 hours
 (or appointment to suit end client)
 Damage Assessment Report  Issued within 72h of the site visit
 Invoicing  Within 14 days of job completion
 Appointments  Arrival within +/-15mins of stated time
 or notification at -30mins in unforeseen circumstances
 Customer Care  Project/Claim update every 10 working days
 Complaint Handling  We operate an FSA compliant procedure


Preferential service levels and commercial terms are available for contracted clients, contact us for more details.
 
* Service level standards can change during surge events; we will keep you posted of service levels in operation at these times via our website.

** Call out charges may apply to urgent site visits

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