Support Contracts

Response-time commitments shaped to how critical each system actually is — so support contracts scale with your estate, not against it. The fastest way to scope support is to send us your asset list or talk us through the estate.

Response tiers

Tier	Response	Best suited to
Critical onsite	2hr onsite	Business-critical systems where downtime is measured in minutes.
4hr	4 hours	Core infrastructure and production systems.
8hr	8 hours	Standard business systems.
NBD	Next business day	Non-critical devices and peripherals.

Engagement models

Work is scoped as Project, Scheduled, or Ad Hoc, depending on whether you need a defined deployment, a recurring maintenance visit, or a one-off callout.

Why choose Myrmekes

Business continuity first

We plan for failover and continuity, not just break-fix, so a hardware fault doesn't become a business outage.

Hardware cover, with additional services where agreed

Core maintenance covers the contracted physical estate, including fault diagnosis and agreed replacement parts. Operating-system, application, firmware, and configuration work is available only where it is expressly included in the quotation or Statement of Work.

Specialist, certified engineers

Resource is matched to the technology and job, drawing on Cantel's highly skilled multi-vendor field engineers and the appropriate model-level experience. Certification requirements are confirmed during scoping where the site or work demands them.

Transparent pricing

Support pricing is tailored to your estate rather than a rate card. As a benchmark: out-of-warranty pricing direct from the manufacturer tends to climb over time to push you toward an upgrade — an independent support partner doesn't have that incentive.

UK-based, multi-depot coverage

Engineers and stock are based in the UK across six depots — Newark-upon-Trent, Leeds, Croydon, Glasgow, Belfast, and Bristol — not offshored, so response times hold up and there's no time-zone or language gap when something's down.

OEM support vs independent support

Buyers often need permission to step off the manufacturer's contract. The honest comparison:

	OEM support	Independent support
Best for	New equipment under warranty	Mature estates past first warranty
After end-of-service-life	Ends — upgrade required	Continues for as long as the kit earns its keep
Multi-vendor estates	One contract per manufacturer	One contract across the whole estate
Contract shape	The manufacturer's terms and refresh cycle	Shaped to your estate and your budget cycle

The honest answer is often a mix — newest kit on OEM cover, everything mature on independent support. We'll tell you which is which for your estate.

How engagements work

Quotations are issued subject to Cantel's standard terms. The mechanics, in plain English:

• Quote validity: 90 days for devices in mainland UK; 30 days outside.
• Getting started: contract creation begins on receipt of a valid purchase order.
• Ramp-up: new maintenance contracts carry a 14-day ramp-up while sparing is put in place and asset data is verified — faults in that window are handled on a reasonable-endeavours basis, with the full SLA applying after.
• What we need from you: full device specifications and site addresses — they're what let the SLA be enforced and the pricing hold.
• Standard exclusions: consumables, solid-state drives, disk retention, firmware, software, externally connected devices, tape drives, and UPS units — unless stated in the quotation. RAID cache batteries can be included on larger contracts by request.
• Pre-existing faults: issues that predate the contract are chargeable on a time-and-materials basis unless otherwise agreed.