Veritas supplies a dedicated Helpdesk telephone number. All telephone calls will be answered by a Veritas Helpdesk operative. Veritas will aim to answer all calls within 30 seconds; a formal/white labelled greeting will be supplied along with the name of the call handling operative.
All our technical advisors are experienced and trained to diagnose simple issues by telephone with simple step by step guidelines or through YouTube videos that can be emailed or WhatsApp.
The above is offered as a solution to the occupant in the first instance in an attempt to negate the need for a contractor being called out trying to save the client money.
There would be a charge for a successful diagnosis resulting in an
effective resolution by telephone. If we are unable to resolve the issue over the phone no charge will be applied.
If step 1 is not successful the Out-of-Hour’s response handler will be able to advise if the repair is deemed an emergency, and if so a Veritas approved contractor will be assigned the instruction to attend and
complete the repairs. An incident capture form will be sent for both steps.