This service is a 24-hour, 365 day per year emergency call-out, providing access to appropriately authorised and trained NGET personnel to respond to and evaluate faults or incidents on plant and equipment.

There are two levels of support under this service – first and second line support.

First Line Support is provided either remotely or by deployment of a stand-by person to the Site. The service includes:

• remote fault or incident evaluation by telephone
• where necessary, attend the relevant site and provide site-based fault or incident evaluation on the plant and equipment
• provide a summary report on any work carried out.

Second Line Support, as and when required is a follow-on to First Line Support.  This service is subject to resource availability.  Where safe and possible to do so we will work to rectify faults or incidents.

A set annual fee is payable for the provision of the 24-Hour Emergency Call-Out service.  Both First Line Support and Second Line Support is charged in accordance with Time & Material Rates.

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