Servisair is one of the world's leading operators in aviation ground services with responsive and experienced local teams at over 140 locations around the world.

ESP provides on site Support and Maintenance services at all of Servisair’s Airport locations around the UK, Ireland and the Channel Islands. The contract is based on ESP providing:-

• On-site engineering cover, from ESP’s highly skilled UK-wide engineering workforce (see the ‘Coverage Maps’ for more detail on our locations), during a 12 hour window 365 days a year working to a 6 hour ‘Call to Fix’ Service Level Agreement.
• All calls are logged with ESP’s 24 hour Service Desk based in our Reading HQ, with any calls being raised outside the 12 hour guaranteed coverage window being responded to on the next business day.
• A full ‘Spares/Repairs and Logistics’ service where ESP takes responsibility for the full product lifecycle management of each piece of operational equipment. Each site has a set of key spares held either on site or by the ESP technicians backed up by buffer stock held in our central warehouse in Reading.

Since the service commenced not only have we consistently achieved and exceeded the SLA performance targets set at contract initiation, we have also worked with Servisair on joint projects to upgrade a large number of their sites from legacy Westinghouse Terminal based systems to PC based environments and have also progressively aided them in the acquisition of replacement specialist printers.

The upgrade and refresh programs were symbiotic by allowing us to free up equipment to be used in the spares pool to support sites where the upgrades were on a longer timescale. We worked together in partnership to ensure that the upgrades were performed progressively over time and to cost parameters which met both company’s financial objectives.

The statement form Servisair below perhaps encapsulates the excellent working relationship that exists between the two companies.

“Following a recent review of our operational activities,” writes Mike Williams – Servisair Manager of Product Development, “I thought it timely to give you an overview of our general level of satisfaction since we migrated our UK, Ireland and Channel Islands Airport Systems hardware support to ESP.”

“As you know we are a demanding customer, seeking the highest levels of service and the best value for money from our suppliers coupled with a service that is flexible, personal but always professional.” 

“I am pleased to report that ESP has more than met our expectations over this period of time, and to quote one of our airport managers, ‘we have never looked back’ since moving to ESP.”

“As you are aware, airports are difficult environments to work in because of the operational demands of system uptime, security restrictions on access and the sometimes harsh environment that our hardware has to live in. ESP’s unique experience in overcoming these challenges is well proven by the excellent achievement levels of meeting SLA’s and the positive feedback from our system users. 

We look forward to our continued relationship with ESP.”