BBIC, Innovation Way

Barnsley

S75 1JL

Tel: 01226 285600

Callout Charges

We are pleased to say that for the majority of cases logged with us, both for remote/telephone support and on-site visits; we do not charge you anything extra over and above our hourly rate.

The exception to this is simply callouts to locations over 10 miles from our office, based at S75 1JL.

With each call, we do require a minimum time commitment per case. This varies based on the type of call. Our calls fall into three main categories. Each category is explained below with details of any callout charges and minimum times clearly listed.

Remote, OnLine & Telephone Support

These are support calls that our team are able to service without visiting your premises. This could include calls that are generated internally by our system such as weekly check-up's on your system.

There are obviously no callout charges whatsoever.

The minimum time charged for per case is just 15 minutes.

Callout support within the 10 mile radius

These are support calls where our team was required to visit your premises, and where your premises are within 10 miles of our offices.

There are no callout charges involved in this type of callout.

We do not charge you for travelling time as part of the case either.

The minimum time charged for per case is 1 hour.

This applies to the case, not per visit so if we visit you 3 times then this is still just 1 hour.

Callout support outside the 10 mile radius

These are support calls where our team was required to visit your premises, and where your premises are over 10 miles away from our offices.

We do not charge you for travelling time but we do charge a fixed mileage rate to cover vehicle costs.

The mileage charge applies for each and every trip out to your premises that is over 10 miles from us.

If there are a mixture of trips that are both within and outside the 10 mile radius then the trips less than 10 miles are free as usual.

We charge you at a rate of £0.75 per mile based on the distance from our office to the destination.

This rate is charged for the full trip from our office to your site, not just from the 10 mile point.

This charge is technically based on the one way distance, not the round trip. Taking into account the round trip, the mileage rate works out at approximately £0.38 per mile which we are sure you will agree is quite a fair rate.

The minimum time charged for per case is 2 hours.

If the case includes a mixture of callouts, some within and some outside the 10 mile radius, the minimum time charged for is 2 hours for the case.