Site Visits

Site Visit Policy

Remote Checks Before Visits

Customers may be asked to complete basic troubleshooting checks before an engineer or site visit is arranged.

Chargeable Visits

If a site visit is requested and the issue is found to be caused by:

• Customer equipment

• Internal networking

• Power issues

• Incorrect setup

• Issues that could have been resolved remotely

A call-out charge may apply.

Access Requirements

Customers must ensure safe and reasonable access to the premises during agreed appointment times. Missed appointments may result in charges.

Non-Service Related Issues

Site visits relating to third-party equipment, internal cabling, or unsupported devices may be chargeable unless covered under a managed support agreement.