Response times
Response times, in writing
These are the times we write into a new service plan. Your agreement states yours. Where we can't meet one, we tell you before you sign.
| What happened | You reach us | A technician is on site | You get in writing |
|---|---|---|---|
| A pest sighted on a line, in a pack-out room or at a dock door | You reach usA person answers within the hour, weekdays 5:30 a.m. to 5:30 p.m. | A technician is on siteThe same weekday if you call before noon; the next weekday after that | You get in writingA sighting note the same day, filed under Tab 10 |
| A device missing, damaged or moved | You reach usWithin the hour, weekdays | A technician is on siteWithin one business day | You get in writingThe device record updated and the map reissued within two business days |
| An auditor is coming and the binder has gaps | You reach usThe next business morning, if you leave a message after hours | A technician is on siteA binder review within three business days | You get in writingA gap list, tab by tab, with an owner for each one |
| A scheduled service visit | You reach usOn the day your plan names | A technician is on siteIn the arrival window your plan names | You get in writingThe service report in your inbox by 8 a.m. the next weekday |
| A call on a weekend | You reach usSaturday messages are read at 7 a.m.; Sunday messages on Monday at 5:30 a.m. | A technician is on siteThe next weekday, unless your plan names weekend cover | You get in writingThe same note as any weekday call |
After you call
What happens after you call
- 01
Step 1: A person answers
Weekdays between 5:30 a.m. and 5:30 p.m. you reach Deandra Batts or a scheduler, not a menu.
- 02
Step 2: The sighting is logged
We write down where it was, which device or door is nearest and what your staff saw, then read it back to you.
- 03
Step 3: A technician is sent
Wladyslaw Marciniak or a lead on the route assigns the nearest technician and gives you an arrival time.
- 04
Step 4: The record is filed
The service note goes to Tab 10, and any fix goes to Tab 7 with an owner and a date.
Limits
What we don't promise
A response table is only useful if the limits are on it.
Nobody on site overnight
We don't send technicians to plants overnight. A message left overnight is read at the start of the next working morning.
No visit inside the hour
A person answers within the hour on weekdays. A technician arrives the same weekday only when you call before noon.
No promised audit result
We keep the pest control records complete and current. The auditor, not us, decides the result.
Service guarantee
If a finding traces to our schedule, we come back
When an auditor or your quality manager records a pest finding at a device or in an area on our schedule, we return and correct it with no charge for the visit. The terms:
When it applies
You tell us within five business days of the finding, and the device or area is named in your service plan.
What it doesn't cover
Conditions we have flagged and you haven't yet corrected, such as sanitation or building repairs.
What it isn't
A promise of any audit result, or of a building with no pests in it.
Your times
Ask for the response table in your plan
We'll put the times in writing at the walk-through, before you decide.