Regarding Oncall and Emergency Calls

                Milestone is technically a 24/7 service company. This means that during normal business hours we will accept and run nearly any type of call we are equipped to handle, and during our “after hours” we will only run calls that meet our criteria for being an “emergency”.

“Emergency calls” are usually customers that have stated very clearly that they fear for the immediate safety of their home, or customers that have suffered a major loss of functionality within their home. Having said that, we do our best not to book unworthy emergency calls, but keep in mind that we’re also in the business of customer service that we charge a premium price for, and sometimes in order to keep our clients happy we must occasionally bend the rules to meet their needs.

The customer is normally charged an “Emergency Fee” that can vary depending on if the customer is a MAM Member or Standard customer. There is also such a thing as “Emergency Warranty” where we’ve deemed it necessary to book an after hours warranty call.

Under normal circumstances you will be a part of an “oncall rotation”, where you and a few other technicians spend the week being on-call. The rotation typically begins on Monday and ends the following Sunday. During this time you are required to have your work phone on you at all times, and be ready to answer the call of duty should the need arise. Keep in mind, the CEP who is also working oncall with you, will choose who to send to an after hours call based firstly on location. If the nearest technician is already busy with another call, you might be required to drive a bit further than usual just to ensure we get to these customers ASAP. A service manager will also be on-call to answer any questions you might have.