Deductions Defence Pack

TKT-2026-03829 — Boiler failure (no heating/hot water), Parkside Library, Elm Grove, M5 3JA

P2 URGENT — Response target: 4 hours. Fix target: 8 hours.

£250 — P2 response breach. Client records response as 4h45m (exceeds 4h target by 45 mins).

09:02 — Call received. Boiler not firing, no heating or hot water. Logged as P2.
09:08 — Dispatched to D. Okonkwo (van 14, nearest with HVAC competency).
09:12 — Acknowledged by engineer. ETA: 12:00.
12:12 — Engineer arrived at Parkside Library. GPS timestamp: 3hr 10min from call receipt.
12:12 — Building locked. No keyholder present. Engineer status set to "waiting for keyholder."
12:15 — Engineer called caretaker (Mr P. Gallagher) — no answer.
12:30 — Second call to caretaker — answered. Confirmed en route, ETA 15 mins.
12:57 — Caretaker arrived. Building unlocked. Keyholder delay: 45 minutes.
13:47 — Fix completed (ignition module replaced). Total time from access: 50 mins.

Contract Schedule 4, clause 8.3(b): "Where access to a building is dependent on a third party providing keys, access codes or physical access, the Service Provider's SLA response clock shall pause from the point of arrival at the building until the point at which access is provided." The engineer arrived at 3h10m — within the 4h target. The 45-minute delay was caused by the client's keyholder, not by Sentinel FM.

1. Engineer GPS arrival timestamp (12:12, 3h10m)
2. Engineer app status log ("waiting for keyholder" from 12:12)
3. Call log to caretaker: 12:15 (no answer), 12:30 (answered)
4. Caretaker arrival logged: 12:57
5. Photo of locked building entrance (timestamped 12:13)
6. Fix completion timestamp: 13:47 (50 mins from access — well within 8hr fix target)

Reverse £250 deduction. Engineer response was within SLA. Delay was client-side. If keyholder access time is excluded per clause 8.3(b), the effective response time is 3h10m — 50 minutes inside the 4hr target.