Customer Support
Service Level Agreement
Purpose
This Service Level Agreement explains the support approach for Draig Stack Security maintenance customers.
Support Requests
Customers can contact Draig Stack Security by email at security@draigstack.com for support, maintenance, fault reporting and service requests.
Remote Support
Where suitable, we may provide remote guidance, system checks, configuration reviews and troubleshooting before arranging a site visit.
Site Visits
Site visits are arranged based on urgency, location, engineer availability, customer access and the maintenance agreement in place.
Priority Support
Customers on active maintenance plans may receive priority scheduling compared with non-maintenance customers.
Emergency Faults
Urgent faults affecting business security will be prioritised where reasonably possible, but response times may vary by location and availability.
Customer Responsibilities
Customers must provide safe access, accurate fault details, internet access where required and permission to inspect relevant systems.
Exclusions
Support may exclude misuse, vandalism, accidental damage, third-party changes, internet provider faults, power issues and unsupported equipment unless agreed separately.
Maintenance Records
Draig Stack Security may keep service records, equipment notes and maintenance history to support future visits and customer care.
Contact
For service and support enquiries, contact security@draigstack.com.