ARO Systems

Mission Statement:

We are committed to providing the highest level of service, support and solutions for customers with consistency, quality and in a timely manner. Our desire is to achieve this through the best products, service, knowledge and the most committed people to bring the best results to our customers and to our company.

Quality of Service

ARO Systems is it is able to provide the level of service and support that clients require to meet expectations of service delivery with a working partnership and mutual respect and understanding.

ARO Systems recognises that our Clients’s have high expectations for the quality of service ARO Systems delivers for the following key areas:

Response to Calls

Service Delivery

Follow Up Support

Response to Calls

Our Clients expect to be able to call for support and be speaking to support staff who can appropriately manage the call. Calls directed to us from the clients should initially be by phone call to our designated contact point. Support intially via telephone would be provided, followed up by engineer support as deemed appropriate for the situation required. Access to ARO Systems is available 24 hours per day, 7 days per week.

From receipt of call, ARO Systems can deliver the following response target times:

Telephone Support: 15 minutes

Remote Support: 1 hour

On-site Response-Business Hours: 4 hours (8 hours maximum subject to travel)

On-site Response-After Hours: Subject to customer agreement & ` urgency

Service Delivery

Clients expect delivery of service to be in timely manner with a first visit repairs completed and preventative maintenance visits to be completed without problems after that visit. ARO Systems achieves this aim by several methods:

· Sufficient and appropriate parts at all times

· Sufficient appropriate quality training

· Knowledge to complete workarounds until appropriate repairs can be completed

· Greater abilty to attend in a timely manner through supply of extra personnel

· Planning preventative maintenance visit dates in a cooperative manner with Clients as far in advance as is reasonably possible

In the event that ARO Systems is unable to attend in timely manner appropriate to client needs, our clients work with ARO Systems to provide a satisfactory outcome.

Follow Up Support

ARO Systems follows up any outstanding issues, such as unresolved problems, future parts requirements, follow up visits, invoicing and job closure, ensuring that the client is informed at all times.

We have cemented our good working relationship with our client’s providing them with the following key points of benefit:

· Quality of Service

· Consistiency of Service

· Customer Satisfaction

· Control of Costs

· ARO Systems knowledge of the equipment

· ARO Systems relationship and rapport with Clients staff

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