In a typical month the copier department receives 3300 calls ranging from toner deliveries, return to fits, preventative maintenance and emergency calls. Of those calls there is an average of 30% of which are Emergency Calls which have a response time of 3 hours 45 minutes across the UK. NCS’s average contracted call response time is 8 hours.

Those clients on 4 hours response have an average response of 2 hours 32 minutes.

There is an average of 3.35 calls per day that receive a 1^st time fix.

All of NCS’s engineers undertake official manufacturer’s academy training. This provides Network, Product and Software training, to improve their productivity and efficiency. The Academy has one of the best ranging of courses available, which can be tailored to our specific needs and are committed to providing consistently high quality training to all our engineers.

The Academy’s offer state of the art classrooms and equipment along with a relaxed and friendly atmosphere which is in keeping with NCS service provision and ensures the very latest of product knowledge available.

NCS Service consists of IT, Telecom, Cabling, LCR, Copier & Franker Divisions. Within each division there is a high skillset to support our sales and customer base.

NCS’s Copier & Franker team consists of:

• 33 Field Engineers
• 3 Dedicated Workshop Engineers
• 7 Van drivers
• 4 Service Controllers

Our service desk logs and tracks calls for all NCS products via the Service Desk contacts. NCS has invested one of the most powerful service management and billing software solutions currently available that is designed specifically to meet the needs of document and print management providers.

Clients also have the opportunity to automate call logging via our Print Audit Facility Manager. Print Audit Facilities Manager is a remote management solution for client, designed to monitor and manage copiers, printers and MFPs located in geographically diverse locations. Facilities Manager enables visibility to track usage, monitor consumables and receive e-mail alerts on error conditions from the hardware at premises, helping to increase productivity and improve satisfaction.

Our objective is to ensure disruption to our information system, data integrity, availability and business continuity is minimized.

We have a process in place for recovering and reacting to critical technologies and telecommunications infrastructure downtime.