Corrective
In-town response, four hours
The clock starts when the fault reaches our desk, not when a technician is assigned. Jobs that will miss the window are flagged to the client before the window expires, with the reason and a revised time.
At branches with high transaction volume the speed of the intervention is decisive: a terminal that stops during peak hours pushes all of that demand to the teller desk.
Corrective
County response, next working day
Siaya, Homa Bay and Bondo service points.
We prioritise work at high-traffic locations, where every hour out of service means a longer wait for the end user.
Preventive
Half-yearly preventive round
Two planned visits per terminal per year.
Two planned visits per terminal per year.