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