We recently advised that we are making changes to the Assurance website in July.

These changes are to align to the recent Field Services Agreements (FSA) changes on service restoration and tech arrival times, with the aim of providing a better CX through confirmed tech appointment times within a short window.

Please note that there is no change to the contracted Service Level Agreements (SLAs) for Service Providers (effectively same day for Business/next day for Residential).
These system changes are to align to ‘between’ appointment types only.

The attached pack provides the detail of these changes which will come into effect on 1 July 2022.

Please ensure your frontline staff are aware of these changes and that you have made any adjustments that are required to your systems/processes to support these changes. 

Contact

Please contact your account team if you have further queries.