Engineering

ASK4 operates an in-house Engineering team for both the installation of new sites and for responding to issues that may require a visit in order to get the problem resolved. Rachel Atkinson heads up the Engineering department and reports to Michael Cox, Head of Provisioning. 

Engineering On-Call

At any time when an out-of-hours Engineering visit is required, we have an on-call procedure in place to ensure issues are resolved quickly. Out-of-hours visits are dictated by both your Service Level Agreement (SLA), as well as any issues that are affecting multiple sites on our network.

Cover Hours

The Engineering on-call function covers any hours outside of normal business hours:

Important Note on Engineer Attendance

There are certain issues which require ASK4's engineers to attend e.g. when ASK4 equipment remains offline after a healthy power supply was confirmed. If, during this attendance, it is confirmed that the cause of the issue was outside of ASK4's remit, the accommodation is liable for visit charges and potential replacement equipment needed. Examples include damage caused to ASK4's equipment or outages caused by a lack of healthy power supply. For a full list of liabilities and remits, please see your service contract.

Network Port and Cabling Faults

If a network port is deemed to be at fault after diagnostics by our Support team, this will be passed back to yourselves to make a decision on how it is fixed.

As network ports and cabling are part of the building infrastructure, it sits within the accommodation's remit to resolve these types of faults. You may wish to use your own maintenance team to repair these faults. To help you with this, we have prepared a video guide that you may find useful:

Alternatively, please engage a local cabling contractor for attendance to carry out cabling and network port repairs. Tip: If your building is relatively new, the cabling may still be under warranty with your build contractor - it's worth checking with them.