The benefits of a Pinpoint service level agreement.

Pinpoint prides itself on providing the highest level of service and maintenance support for customers, offering 24/7 assistance to ensure their Pinpoint System is always functioning optimally.

While we have the utmost confidence in the quality of our System, we recognise that accidents can happen. We’re proud to have some of the best Support Packages available, ensuring your System is running as it should and that all accidents are dealt with efficiently and with minimal disturbance to service users.

So, should a device break due to mishandling or daily wear and tear, you can be reassured that an engineer will swiftly address the issue – either remotely or in-person - and supply replacement items, preventing a drop off in coverage (Excludes consumables such as Personal Infrared Transmitters, Pagers, Test Station, etc.)

Much like our systems, our support packages offer customers security and reassurance that, should the worst happen, help is always at hand.

Does your Pinpoint System require a service level agreement?

A service level agreement with Pinpoint provides ongoing maintenance support to ensure your System is performing optimally. What’s more, it offers you peace of mind that should an error or accident arise, it will be swiftly handled without an interruption to the System coverage.

You’ll benefit from a Pinpoint service level agreement if:

You operate in a busy working environment, where the Pinpoint System is used regularly and would benefit from a preventative maintenance inspection to check wear and tear from daily use.
Have a workplace where the system is at risk of tampering or abuse from service users and may be vulnerable to faults from deliberate attacks.
Your team would benefit from the ability to contact Pinpoint for technical assistance 365 days a year.
You require ultimate reliability for your Pinpoint System.

The solution to school staff attacks

A Pinpoint service level agreement gives you peace of mind. With 24/7 telephone support, 365 days a year, you can request support whenever you need it and can speak to a member of the Pinpoint team directly.

Regular preventative maintenance inspections to check the System is running as it should, and to pick up on potential risk factors, such as an older System.
In-person engineer call-outs within 4 hours of being alerted (subject to level of service cover) providing hands-on support and an expert eye on the System in situ.
Depending on the support package chosen, the costs of labour and replacement parts are included.

What Support Packages are available?

Pinpoint offers four main Support Packages, with options to tailor the service according to the needs of the business.

P2 Priority Warranty

New P2 system warranty SLA (included free of charge for 12 months from Commissioning)
Provides telephone support 24 hours a day, 365 days a year. Response will be within four hours
Provides one preventative maintenance inspection during the warranty period
The cost of all replacement parts required during preventative and reactive visits is included
The cost of all labour is included

P2 Priority Call Out 24/7

Provides telephone support 24 hours a day, 365 days a year. Response will be within four hours
Provides one preventative maintenance inspection per annum
The cost of all replacement parts required during preventative and reactive visits is chargeable
The cost of all labour for a reactive call-out is chargeable

P2 Priority Service Star

Provides telephone support 24 hours a day, 365 days a year. Response will be within four hours
Provides one preventative maintenance inspection per annum
The cost of all replacement parts required during preventative and reactive visits is included
The cost of all labour is included

P2 Priority Service

Provides telephone support between the hours of 08:45 and 17:15 Monday to Friday, excluding Christmas Day, Boxing Day and New Year’s Day and a call reporting service 24 hours a day, 365 days a year. Response will be within 72 hours, excluding Christmas Day, Boxing Day and New Year’s Day
Provides two preventative maintenance inspections per annum
The cost of all replacement parts required during preventative and reactive visits is included
The cost of all labour is included

If you’re interested in one of our Support Packages for your Pinpoint System, you can find more information here, or get in touch with the team to enquire about our Service Level Agreements.

“Our staff finally feel perfectly safe as they know that their body-worn personal alarm will summon help immediately every time.”

Rachel Blackburn | Head of Care Homes for Millennium Care

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"The Pinpoint System is easier to use, requires very little training and the personal attack alarm devices are more robust"

Martyn Perry | Head of Programme Management Office and Assistive Technology lead at St. George's.

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"Just knowing that staff can summon help immediately with their PIT has significantly reduced the number of incidents from what we would otherwise have."

Scott Thomson | Deputy Headteacher of Carrongrange School

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