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As part of our continuing commitment to our customers, from Jan 2021, we will now offer the following 3 brand promises. At ITS, we always intend to deliver on your expectations, & more – but should we ever fall short, the guarantees on BP1 & BP2 will come as standard when you choose ITS. Furthermore, on customer acceptance of our T&C’s, we are now also offering an extended warranty promise on the quality of our workmanship.
Brand Promises and Guarantees
1 - Client experience
Promise: The positive experience of our clients is our number one priority.
Measurement: We will achieve a minimum of 80% on our cNPS (our customer satisfaction survey).
Guarantee: If we do not achieve the above measurement for a client, we agree to reduce the engineering (labour) rate by 2% on the next project we undertake for the relevant client.
2 - We are committed to hitting our deadlines
Promise: We respect our client’s deadlines.
Measurement: We will not cause any delay on our client’s project.
Guarantee: If we do not achieve the above measurement for our client, we agree to reduce the engineering (labour) rate on the next project we undertake for the relevant client by 2% for each week of delay that is caused by us.
3 - Extended warranty
See clause 12.6 of our general terms and conditions for selling for details of our extended warranty promise.
This document is not intended to be legally binding between us and our clients (or indeed any third party) but simply sets out our broad non-contractual intention with regards to our clients and the work we provide to and, our wider relationship with, them. Accordingly, this document is not intended to have any contractual force or effect or to provide our clients with any binding warranty, representation, guarantee, promise or similar on which our clients can rely. Any warranty, representation, guarantee, promise or similar stated or purported to be stated in this document shall be purely discretionary.
This document does not form part of our general terms and conditions of selling and/or service level agreement – standard terms and conditions (or, indeed, any other contract, agreement, arrangement, understanding or similar between us and our clients).
We reserve the right to withdraw, vary, supplement, or otherwise alter or change this document or any part(s) of it in our absolute and sole discretion and at any time.
Any interpretation or determinations to be made in respect of any of the matters contained in this document (including, without limitation, interpretation of any of the brand promises or guarantees set out herein) are to be decided by Industrial Technology Systems Limited in its absolute and sole discretion and whose decision will be final in respect of all such matters.
If you have any questions on this document, please contact us to discuss this further.