Customer Charter
Service Delivery
TestLink understands the importance of ensuring that the customers equipment is returned, working as quickly as possible, we provide a repair service that will take a maximum of 5 working days [1] .
Where spare parts need to be sourced, we will contact you to gain authorisation and will provide a new ETA (estimated time of arrival) for delivery upon acceptance of our quotation for parts.
Communication
TestLink runs a dedicated help desk that provides the initial logging of the customer call and any requests for updates or queries. The help desk hours are 9:00am to 17:00 (UK time) Mon-Fri excluding UK Bank holidays. Out of hours an automated answering system will allow you log your details/requests, on the next working day we will contact you before 12:00 noon to confirm we have received the call and collate any additional data required.
Requests for information can be made by email to we will respond to these within 4 working hours.
Complaints
Should you have any complaints these can be made by telephone to one of our operators who will log the information or it can be sent to . An investigation will take place and the results of the investigation will be communicated to you.
Environmental Policy
TestLink is totally committed to managing our business in an environmentally responsible manner to ensure not only environmental legislative compliance but continue to provide best practice within our industry. Click here to read our case study as compiled by LRQA
Data Security
We will treat data on customer's machines in utmost confidence. We will ensure that any drive containing data is returned to the user for safe disosal.
Guarantee
We guarantee that should the unit fail with the same fault within 3 months of us returning the unit to you, we will collect, repair and return the unit to you at no cost to you[1] Where spare parts are in stock and the customer does not need to be contacted for authorisation.
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