PROTECT YOUR EQUIPMENT WITH A SERVICE LEVEL AGREEMENT
At Bridge Coffee Roasters, we understand that a malfunctioning coffee machine can disrupt your day, stress you out, and upset your customers. You deserve a seamless coffee experience that keeps everyone happy.
We are here to help. Our Service Level Agreements (SLAs) ensure your coffee machines are always in top condition, so you can focus on serving great coffee without the worry.
Choose the Right Plan for Your Peace of Mind:
• Pay As You Go (PAYG)
• Gold – All-inclusive package excluding weekends & bank holidays
• Platinum – All-inclusive package including weekends & bank holidays
Why Choose Bridge Coffee Roasters?
Our expert service engineers are equipped with a full range of essential parts, achieving an impressive 98.16% first-time fix rate in 2023. This means less downtime and more coffee served without interruption.
Don’t let a broken coffee machine cause stress and disappointment. Contact us today to choose the best SLA for your needs and ensure a smooth, worry-free coffee experience every day.
Enjoy peace of mind with Bridge Coffee Roasters – your reliable partner in delivering world-class coffee experiences.
PACKAGE BREAKDOWN
Summary
Telephone & Virtual Support
Engineer Labour On-site
6
Monthly Planned Preventative Maintenance
All Machine Parts
Non-Operational Breakdown – responded to within 24 working hours (Gold & Platinum Customers Prioritized)
Operational Breakdown – responded to within 36 working hours (Gold & Platinum Customers Prioritized)
Weekend & Bank Holidays Non-Operational Breakdown Support
Brita Water Filter Changes (typically changed 6 monthly)
Annual Pressure Valve Inspection
Exclusions
• Faults caused by failure to clean the machine in accordance with our instructions
• Parts which have been broken or lost by the operator of the machine
• Parts which have failed due to fluctuations in mains power or water supplies Only cleaning materials, parts and accessories supplied by Bridge Coffee Roasters should be used in your Coffee Machine
• The use of non-approved materials, accessories or unauthorised personnel, may result in damage to the machine and therefore render your cover invalid
Callouts & parts relating to operator error, negligence, damage, and loss will be charged at PAYG rates
HOW TO PLACE A SERVICE CALL
PRESSURE SYSTEMS SAFETY REGULATIONS
As part of the Pressure Systems Safety Regulations 2000 (PSSR 2000), it is a legal requirement that all users of a coffee machine that contain a pressure vessel (steam boilers), have their coffee machine examined in line with a certified written scheme of examination (WSE). Machines that produce steam for texturing and heating milk have these boilers built into them.
Pressure Systems Safety Regulations state that it is a legal requirement that when a new machine is installed a certified written scheme of examination is in place prior to first use. We will carry out an initial examination as part of the installation and commissioning process ensuring your safety and compliance with PSSR 2000. Thereafter, it is the responsibility of the user of the machine to ensure that the Pressure Vessel Inspection is carried out within 12 months of the last inspection.
The examination we carry out is produced in accordance with a CoffeeSafe certified WSE.
For clients wishing to use a third-party company for the PSSR inspection, we offer an Assisted Pressure Vessel Inspection price.
WATER FILTERS
98% of a cup of coffee is water, therefore water filters are essential for coffee machines as they improve taste by removing impurities and mineral deposits. Filters prevent scale buildup and enhance the lifespan of the machine. Investing in water filters ensures optimal performance of your machine and contributes to an overall improved coffee experience.
Bridge Coffee Roasters supply and fit Brita Water Filters. These filters come in various sizes and capacities for various water qualities across the country.
During the mobilisation phase, our engineers will test the water for hardness and mineral content. With this data we will then ensure the correct water filter is installed.
Certified by
SERVICE LEVEL AGREEMENT CONTRACT PRICING
Machine Models
PAY AS YOU GO PRICING
TERMS & CONDITIONS
• Prices only relate to new machines purchased from Bridge Coffee Roasters. Other machines are subject to inspection and evaluation.
• All parts are charged individually
Only Engineers trained and approved by Bridge Coffee Roasters should carry out service work
• All Service Levels Agreement are based on a Monday to Friday, 8am to 5pm working week
• Weekend and Bank Holiday cover is based on a working day of 8am to 5pm
• Service Level Agreements can be invoiced quarterly or annually in advanced The definition of ‘Non-Operational Breakdown’ is where a coffee machine is unable to produce any drinks whatsoever
• The definition of ‘Operational Breakdown’ is where a coffee machine is producing drinks but has for example a cosmetic, and or drink taste issue Eversys Service Contracts will be carried out by Eversys engineers – please see separate document for the scope of Eversys Service Contracts
• For coffee machines purchase, leased or rented from Bridge Coffee Roasters, the Professional Britia Water Filtration Installation System which includes the initial water filter cartridge, the water filter head and installations kit will be chargeable.
• All service-related invoices are subject to VAT
