Know who owns the next step.

Already a customer with a fault?

Use the support contact and escalation route in your current agreement. This website’s assessment enquiry is for new work and is not an emergency reporting channel.

When reporting a fault, include the property, affected extensions, time the issue began, whether internal and external calls are affected, and any recent changes. Share examples through your agreed secure channel; do not include guest data or passwords in a public message.

Define what the agreement covers

The agreement should name supported equipment and software, service hours, contact methods, remote access requirements and any on-site arrangements. Response targets, restoration targets and charges for work outside scope need separate definitions.

Routine maintenance may involve updates, backups, restore checks and configuration reviews. The actual tasks and frequency belong in the agreement. Neither monitoring nor round-the-clock cover should be assumed.

• ScandiTech: only the investigation, changes and coordination included in its agreed scope.
• Telephone carrier: line service, public numbers and network-side routing.
• Internet provider: access circuit and provider-side connectivity.
• Property or network contractor: local switching, cabling, Wi-Fi and power as allocated.
• PMS provider: PMS access, interface licensing and application behaviour.

Prepare for faults before they happen

Keep a current extension list, provider account references, equipment inventory and escalation contacts where authorised staff can find them. Agree who can approve a chargeable call-out or a configuration change.

For a new support discussion, describe the system and who currently manages each part. Service availability, coverage area and commitments must be confirmed in writing before relying on them.