You promised a four-hour response and staffed for next day

What’s inside

• What a response commitment costs

  On-call pay, after-hours premiums, standby time and the technicians needed to meet a stated response time.

• Defining an emergency

  What qualifies for priority response, written so routine calls are not treated as emergencies, and life-safety situations always go to emergency services and the utility first.

• Response tiers as a product

  Standard, priority and emergency response priced by what each costs to deliver.

• Capacity in peak season

  How many priority commitments the company can actually honor on the busiest day of the year.

• After-hours rates and minimums

  Stated charges for after-hours work, disclosed before the call and applied consistently.

• Measuring response performance

  Actual response times against commitments, reported honestly and fixed when they are missed.

The measure it works from

Measure

Margin per agreement per year

Which means

What an agreement brought in over its year, less the technician time, drive time, parts, consumables, covered repairs and office time it actually used.

Compared against

The agreement price set on the day it was sold.

Every figure in the document is illustrative, produced by one internally consistent model, and the document says so on its own cover.

The Emergency Tier