Standard Service Levels
We offer an industry leading response for you and your client within the standard service levels* below when you instruct ISS Restoration:
| Service Activity | Service Level/Measure |
| Initial Contact (Policyholder/Site principal) | Within 1 hour from receipt of Instruction |
| Site Visit – Urgent ** | ISS personnel on site within 4 hours |
| Site Visit – Standard |
ISS personnel on site within 48 hours (or appointment to suit end client) |
| Damage Assessment Report | Issued within 72h of the site visit |
| Invoicing | Within 14 days of job completion |
| Appointments |
Arrival within +/-15mins of stated time or notification at -30mins in unforeseen circumstances |
| Customer Care | Project/Claim update every 10 working days |
| Complaint Handling | We operate an FSA compliant procedure |
Preferential service levels and commercial terms are available for contracted clients, contact us for more details.
* Service level standards can change during surge events; we will keep you posted of service levels in operation at these times via our website.
** Call out charges may apply to urgent site visits

