Emergency Support

How does this service work?

To support our customers out of normal working hours simply email details of any emergency requirements to this address Emergency.Support@mediaco.co.uk.

How should you use this service?

Simply email any emergency requirements with your instructions to this email address. This email is monitored by the duty manager who will respond by email so you have a single point of contact, single point of communication and instruction and all actions are recorded providing date, and time data.

What is classified as a genuine emergency?

Any production requirement for existing orders that cannot be achieved by waiting for normal working times to return. Our duty manager will advise you if there is sufficient time to solve any issues until our customer services and production management return to normal day duty. In case this is too late we will take every reasonable measure to complete your requirements immediately.

Will there be a surcharge for emergency production?

Yes, emergency work will be completed head of schedule work, so we may have to speak to other customers and arrange dedicated vehicles, or incur overtime. We will not know what the impact on current orders will be until an actual emergency occurs.

Is there a Cap on incremental charges?

For defective images where MediaCo are confirmed to be at fault there will be no additional charges. For new orders charges will be limited to no more than x2 the normal production costs plus delivery or over time charges.

Will the duty manager be able to confirm prices or surcharges?

The duty manager has no knowledge of pricing.

Do you need to raise a purchase order?

We will accept your email instructions and your appointed key account or sales person will contact you on their return to work to agree any charges and arrange appropriate purchase orders.


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