Service Level Policy

Response windows, priorities and escalation

What happens when you log a fault, how it is prioritised, how quickly we attend, and what to do if the window is at risk.

Call +91 40 0000 0001 Customer support

Version 1.0 · Last reviewed September 2026

Applicability

Who this policy applies to

This policy describes the response commitments Scantech Info Systems applies to customers on a contracted maintenance tier. A customer on an on-call arrangement is attended subject to engineer availability and has no contracted response window.

The specific response window, covered asset list and exclusion set that apply to your site are stated in your own contract. Where this policy and your contract differ, your contract takes precedence.

Prioritisation

Priority levels and response windows

Every request is assigned a priority when it is logged, and the response window follows from that priority. Priority is set with you on the call — not decided afterwards.

Priority

Typical example

Response window

Escalation

P1Site down, or a security system offline

Server or core switch failure, surveillance recording stopped

Within 1 hour

Field engineer to duty supervisor immediately

P2Degraded service, workaround available

A department running below capacity, a single camera down

Same business day

Duty supervisor to service manager

P3Routine request or scheduled work

A move, an addition, a preventive visit, a replacement

Scheduled with you, next business day onward

Service manager to operations head

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Priority is agreed with you when the call is logged, so the window follows the incident rather than being decided afterwards.

Escalation

If the window is at risk

Escalation is not a second ticket. Each level owns the incident until it is resolved or handed up with a named owner.

P1

Field engineer to duty supervisor immediately

P2

Duty supervisor to service manager

P3

Service manager to operations head

Commitments

What we commit to on every contracted call

A logged call reference on every request, whether it arrives by phone, email or helpdesk.
Consumables and standby replacement hardware for corporate desktops, workstations and servers.
Scheduled preventive maintenance, so faults are found before they become breakdowns.
An engineer who arrives knowing the estate, because the asset register travels with the contract.
Escalation to a named supervisor if the response window is at risk — not a second ticket.
Monthly or quarterly service reviews, depending on the estate size.

Exclusions

What sits outside the response commitment

Physical damage, liquid ingress, damage caused by a supply fault, unauthorised modification of covered equipment, and consumables are outside the response commitment. Equipment that is not on the contract asset register is also outside it — which is why the register is re-surveyed at renewal.

Response time is measured from the moment a call is logged with a logged reference number. Where a site is inaccessible at the agreed time, or a required approval is outstanding, the clock is held rather than restarted.

Raising a request

How to log a fault

Contracted customers can log a fault on the support line, +91 40 0000 0001, which is staffed 24 hours a day, all 365 days. Requests received by email are logged to the same queue.

Have the site name, the affected asset or area, and a contact number for the person on site. A call reference is issued on every request — whether it arrives by phone or email — and the reference is what the escalation path is tracked against.

Review

Service reviews

Larger estates are reviewed monthly and smaller ones quarterly. The review covers fault volume by priority, response performance against the windows above and open remediations. The asset register and service history are part of the pack, not a separate request.

Next step

Need your contracted windows confirmed in writing?

Send us the site name and we will issue the response windows, covered asset list and exclusions that apply to your contract.

Contact Scantech See AMC tiers

This page describes Scantech's standard service levels. Your signed contract is the governing document.