Healthcare and NHS
350+
assets monitored across three hospitals at University Hospitals of Leicester
Regulation: BSQR and ISO 15189
Read the University Hospitals of Leicester storyFor buyers, tender panels and renewals
Service agreements in plain words
A service agreement sets out what we do to keep your monitoring working: support, calibration, the Sematics software and engineer cover, with the response times written down. Over 9 in 10 contract customers buy from us again the next year.
- Support, calibration and software in one agreement
- Response times written into the agreement
- A term you can see, and a renewal you agree
Cold room02:14
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The short answer
What does a JTF service agreement cover?
It covers the Sematics software and your records, technical support when something needs attention, engineer visits when a fix needs one, and annual calibration of your sensors. It names your sites, the sensors covered, the support level and the response times, so you know what to expect before anything goes wrong.
When something needs fixing
What happens when you report a fault
- ReportedBy phone, email or an alarm we see first
- Remote diagnosisMost issues fixed without a visit
- Engineer if neededAs your agreement sets out
- ClosedWith what was done, on the record
Over 9 in 10
contract customers buy from us again the next year
What's included
What every agreement covers
One agreement for the system, the software and the people behind it.
The Sematics software
Access to Sematics for your users, your alarms and your records, kept for as long as your agreement continues.
Technical support
Help when an alarm, a sensor or a reading needs a second look, starting remotely so most issues are fixed without a visit.
Engineer cover
An engineer on site when the fix physically needs one, as set out in your agreement.
Calibration
Annual calibration of the sensors covered: temperature in our own UKAS accredited calibration laboratory No. 10723 or on site, other parameters through accredited partners.
Spares
A reasonable set of calibrated spares listed on your agreement, so a failed sensor can be swapped quickly.
Your records on exit
If you leave, we export your data and reports for you to keep.
Service levels
Standard and Enhanced support, side by side
Two support levels. Enhanced adds out-of-hours cover scoped on request, faster critical response and advance replacements. Alarms reach your people day and night; our help desk is open Monday to Friday 09:00 to 17:00. Every figure below is in your service agreement.
- Ticket inPre-checks done: the clock starts
- Engineer respondsEnhanced 1 working hour; Standard 4 working hours
- Remote fixTarget: Enhanced 8 hours; Standard 1 working day
- Site attendance establishedIf the fix needs an engineer there
- Engineer on siteEnhanced 24 hours on working days; Standard 3 working days
Shorter is faster. Working hours are Monday to Friday, 09:00 to 17:00.
From site attendance established.
| Commitment | StandardWorking hours | EnhancedFaster response |
|---|---|---|
| Help desk | ||
| Help desk hours | Monday to Friday, 09:00 to 17:00 | Out-of-hours cover: Scoped on request |
| P1 Critical: a regulated asset has no monitoring | ||
| Remote response1 | Within 4 working hours | Within 1 working hour; out of hours scoped on request |
| Remote resolution target2 | 1 working day | 8 hours |
| On-site attendance, from site attendance established3 | Within 3 working days | Within 24 hours on working days; weekends and bank holidays scoped on request |
| P2 Standard: everything else | ||
| Remote response1 | Within 2 working days | Within 2 working days |
| Resolution target2 | 5 working days | 5 working days |
| On-site attendance | Within 5 working days | Within 5 working days |
| Replacements and spares | ||
| Calibrated replacement sensor | Despatched within 2 working days of fault confirmation | Advance replacement, despatched the next working day |
| Remote configuration of a spare you fit | Within 4 working hours | Within 4 working hours; out of hours scoped on request |
| Platform and reporting | ||
| Sematics platform availability4 | At least 99.5% each calendar month | At least 99.5% each calendar month |
| Quarterly service report | Not included | Included |
- Response means a JTF engineer has reviewed your ticket and replied with findings or next steps, not an automatic acknowledgement. Response times are commitments.
- Resolution means monitoring restored or a replacement despatched. Resolution times are targets.
- The on-site clock starts when we record on the ticket that the fix needs an engineer on site.
- Excluding planned maintenance notified in advance.
- P1 means a regulated asset has no monitoring, after the pre-checks (power, network, the sensor itself) are done. Clocks start when a ticket arrives with the pre-checks completed, and pause while we're waiting on you. Working hours are Monday to Friday, 09:00 to 17:00, excluding bank holidays in England and Wales. The full terms are in your service agreement.
How it works
From quote to renewal
- 01
Quote
We quote for your sites, the sensors covered and the support level you need.
- 02
Agree the order
The order states the start and end dates, what's covered and the support level, with our terms linked.
- 03
Run the agreement
Support, calibration and engineer cover as written, with calibration due dates tracked for you.
- 04
Renew
Before the end date we send a new order for the next term. You can review it, change it or leave.
Priorities
How we decide what's critical
Two priorities, defined in your agreement, so there's no argument about the clock.
| Priority | What it means | Examples |
|---|---|---|
| P1 Critical | A regulated asset has no monitoring: no sensor on it is reporting, or its alarms aren't being sent, and the pre-checks are done | A gateway offline after your IT checks; every sensor on a fridge silent |
| P2 Standard | Everything else: monitoring degraded but in place, a single-device fault or a question, and changes, reports and training | One of two sensors on an asset offline; a report to set up |
Prices and call-out charges are in your quote and agreement, not here.
Which rules it serves
What your inspector or auditor will look for
Questions
What people ask us
What are the response times?
For a P1, an engineer replies within 4 working hours on Standard or 1 working hour on Enhanced, and attends on site within 3 working days or 24 hours on working days once we've established a visit is needed. P2 responses are within 2 working days. The full table is above, and the terms are in your agreement.
What does SLA mean here?
The service level agreement is the part of your agreement that says how quickly we respond and what we do, for each kind of issue. It is written in plain words and attached to your order.
How does renewal work?
Before the end date we send you a new order for the next term. Nothing renews without you agreeing it.
Is calibration included?
Yes, annual calibration of the sensors your agreement covers. Calibration is traceable as standard, or UKAS accredited where you need it: temperature in our UKAS accredited calibration laboratory No. 10723, other parameters through accredited partners.
What happens to our records if we leave?
We export your data and reports for you to keep.
What does it cost?
It depends on your sites, the sensors covered and the support level. We quote once we know what you need.
Next step
Know what you need?
Tell us your sites, units and the services you want, and we'll send a written quote. If you'd rather talk it through first, call us.
Get a quote
or call 0121 794 8092