During normal office hours breakdowns are reported by our clients to our service desk. Depending on the breakdown or indication the priority, the response time and the action to be taken are discussed with the client. If communication with the building installation concerned is possible by means of the building management system, contact is sought and an attempt is made to resolve the breakdown or indication remotely. If this is not possible, our route monitoring system is used to determine which service technician is closest to the location of the breakdown and available to deal with the breakdown.

Breakdowns and breakdown reports, schedules, etc. are managed and assured in accordance with our ISO 9001:2000 management system. In order to make this possible on a day-to-day basis, our organisation uses an ERP package. By consistently linking all forms of information, communication and interaction with our clients to software-configured projects and work addresses, it is possible to see the status of work, processes and other activities at all times. Once action has been initiated and taken on a breakdown, the report is processed under the work order. Follow-up action, whether financial processing or scheduling supplementary work, is initiated.