Response times & coverage
Priority levels and response times agreed around how your sites operate, written into your contract, and engineers who reach any UK site — not just the ones near an office.
Why it matters
Every reactive contract with ILUX sets out the priority levels for your sites and the response time attached to each one. They are agreed with you before any fault happens, based on what your sites need — a 24-hour distribution site, a high street store and an office estate don't need the same cover, so we don't impose one set of times on all of them.
"Attend" means an engineer working the fault on site within the stated time. Where it can't be resolved on the first visit, the engineer makes the site safe and you get a fixed price and date for the follow-up.
Priority levels
- P1 — Critical: a life-safety risk, or the site can't trade or open. Attended within the emergency window agreed for your contract, typically the same day.
- P2 — Urgent: a significant fault that doesn't stop trading but needs prompt attention. Attended within the urgent window in your contract.
- P3 — Routine: a fault that can wait without risk or disruption. Scheduled within the routine window in your contract, often alongside a planned visit.
The priority is set by what the fault is stopping, not by trade — a fire panel fault and a shutter that leaves a unit unable to open are both treated as P1. Most clients use three levels; if your estate needs more, or different definitions, the contract is written to match.
UK-wide coverage
Our engineers cover every region of the UK, from single high street units to estates spread across dozens of towns. Jobs go to the nearest available engineer for that trade, so response times don't slip as you add sites in new areas.
How response times are agreed
Priority levels and response times are set out in your contract, either as the standard levels above or adjusted per site or region. Where specialist parts or out-of-hours access are needed, the response time covers the initial attendance and make-safe; the follow-up repair is scheduled and confirmed in your portal.
The priority is confirmed the moment you log it.
See the three ways to reach us and what to have ready so the right priority and engineer are assigned straight away.
Common questions.
What if a fault turns out to be more urgent than first logged?
The priority can be raised at any point once an engineer has seen the fault. If a P2 turns out to be stopping trade, it's treated as P1 from that point.
Does the response time include travel from outside the region?
Response times are set with your region's engineer coverage in mind, so the stated window already accounts for travel. You won't see a longer wait because a site is further from a depot.
Can we set different response times for different sites?
Yes. Priority levels and response times are agreed per site or per region in the contract, so you're not paying for a P1 response at a site that doesn't need one.
What happens outside normal working hours?
Priority levels and response times apply around the clock. A P1 logged overnight gets the same attendance window as one logged at midday.
Do response times cover planned maintenance too?
No, these are for reactive faults. Planned visits run to a fixed schedule rather than a response time — see planned maintenance.
Know before it happens.
Tell us how many sites you run and we'll set out the priority levels and response times for a contract.