Reliance High-Tech system support package
At Reliance High-Tech, we strive to resolve any system problems you encounter swiftly and efficiently. With a full complement of support services, any issues can be addressed in as simple and straightforward a way as possible.

Call-out facilities
Our call-out facilities and technical support helpline are available to customers 365 days a year, 24 hours a day.

Computerised call management system
We have invested in the latest call management systems to enable a rapid respond to all requests for support. All customer calls are logged and routed to our engineers' mobile phones via SMS text messaging, thereby ensuring that all the details they receive are 100 per cent accurate. The system also provides maintenance audit trails; tracks any spare parts in need of replacement; provides proof of maintenance; and details the next service date.

Web-based call logging
You can also log your call via the internet. A comprehensive menu of services, from engineer dispatch to call resolution, is available online at the touch of a button. On call completion, you will also receive an email detailing the outcome.

Repair vehicles
All of our vehicles are fitted with tracker systems so we can quickly locate the engineer who is closest to your premises in the event of a call. In this way, we guarantee a rapid response.

Our engineers
Second-line support is provided by our team of technical support engineers. They have an in-depth understanding of how your systems work, right down to system programming level. Also, our technical support engineers all carry laptops that are fully equipped with the diagnostic tools required to help make part replacements on the spot.

Service level agreements
Your contract with Reliance High-Tech is always backed up with a service level agreement specifying the level of service and response criteria you can expect as part of your maintenance agreement.

We are able to offer customers different levels of service in line with their needs and priorities. Our standard series of service level agreements includes a one-year warranty plan or you can opt for more comprehensive cover at bronze, silver or gold level. However, we can discuss alternative solutions if a different type of service level would better suit your requirements.

Our performance is measured against the service level agreement on a monthly basis. You will also receive monthly progress reports detailing the particular areas that are important to you, with all data presented in a clear and concise manner.

Customer surveys
With a deep commitment to continuous improvement across all our processes, regular customer satisfaction surveys are an invaluable part of our customer care programme. As part of the ongoing drive to maintain the highest quality standards, these surveys ensure that we are retaining a clear focus on our customers’ priorities and addressing their needs.