Emergency Call-Out Policy

1. What Counts as an Emergency?

An emergency is an urgent fault that may affect safety, security, power continuity, business operation or critical access. Examples may include electrical hazards, UPS or generator faults affecting critical equipment, CCTV or access control failures at sensitive sites, and urgent fire detection or emergency lighting issues.

2. Immediate Safety Comes First

If there is fire, smoke, electric shock risk, injury, flooding, criminal activity or immediate danger to people, contact the relevant emergency authority first. Keystone technical support does not replace police, fire, ambulance, utility or building emergency services.

Do not touch exposed conductors, burning equipment, flooded electrical areas, damaged batteries or unstable installations while waiting for assistance.

3. How Emergency Requests Are Handled

1. You call Keystone and describe the fault, location and risk.
2. We ask safety and access questions to understand the situation.
3. Where practical, we advise immediate safe isolation or temporary steps.
4. If dispatch is appropriate and available, we confirm technician availability and expected charges.
5. The technician assesses the site and recommends repair, isolation, parts replacement or follow-up work.

4. Availability and Dispatch

Emergency dispatch depends on technician availability, road conditions, site location, safety risk, required skills, tools, spares and whether the customer can provide access. We will be clear where a same-day or after-hours dispatch is not possible.

Online appointment forms are for scheduled visits. For urgent faults, customers should call.

5. Call-Out Charges and Costs

Emergency call-outs may attract inspection, transport, after-hours, labour, spares or return-visit charges. Where possible, charges are explained before dispatch. Final costs depend on site conditions, fault complexity, parts required and the approved repair scope.

A call-out fee may still apply where a technician attends site but cannot proceed because of lack of access, missing permissions, unsafe conditions or cancellation after dispatch.

6. Customer Responsibilities

• Provide the correct site location, contact person and access instructions.
• Tell us about known hazards, live equipment, fuel, batteries, fire risk or security restrictions.
• Ensure someone authorised is available to approve work and sign job records.
• Do not ask technicians to bypass safety procedures, permits, site rules or applicable law.
• Protect passwords, access cards, keys and sensitive information.

7. Parts, Temporary Repairs and Follow-Up

Some emergency visits may only make a site safe or restore temporary service until proper parts, deeper diagnosis or planned repairs are arranged. Permanent repair may require a separate quotation, spares order, shutdown window or return visit.

8. Records and Privacy

We may record customer contact details, site information, fault descriptions, photos, job notes and reference numbers to handle the emergency request, prepare invoices, support warranty records and improve service. Personal information is handled according to our Privacy Policy and applicable Zambian data protection requirements.