service level agreements

The Academy Service Level Agreement (SLA) is central to how we at Academy respond to your requirements. It clearly defines in plain English exactly how we act on your call response requests, which services we will deliver on site, how we communicate with you, and how we advise on the status and operational efficiency of your lift equipment.

Our priority is to understand exactly how you operate so that we can get a feel for which services you need, and create a bespoke Service Level Agreement to exceed your unique and demanding expectations. All new and prospective clients will receive a site visit during which the Academy Technical Sales team will audit your current systems, with a thorough inspection of the equipment's condition and operational status leading to our proposal for a range of support services appropriate for your organisation. This measured information acts as a baseline for Academy and client alike illustrating how your assets have been managed to date.

Call Response Services

The knowledge that Academy Lifts is always available, exactly when you need us is a fundamental aspect of our Service Level Agreements. We do everything in our power to prevent failures, but in any system, there is the possibility of an eventual breakdown, maybe a power failure, or a system safety action. In this situation you need to be sure that we are here to respond when you need us, and we have developed a robust and efficient Call Response Priority Service to deliver the following:

• 24/7 Customer Support Desk
• On-call, on-site support engineers
• Access to our experienced team who will get you back up and running quickly
• Emergency 2 way voice communication in an emergency situation
• Monitoring of telecom lines as required by EN81-28
• Programme plan maintenance to BS EN13015
• Technical management reports on request
• Lift performance data
• Legislation advice

If you do not enjoy the reassurance and privileges of an Academy Service Level Agreement, you can still benefit from our services in a lift emergency situation - contact Academy Emergency Call Response Service to discuss how we will be able to help you. Our team of experienced engineers equipped with the latest tools, technology and vehicles will be available to solve your lift emergency.