Shared ops line. SMS / iMessage / WhatsApp into the same queue. Median reply 11 min, 07:30 – 20:30.
INTAKE · OPEN
Open an
intake ticket.
Four fields, one photo, ninety seconds. The form opens a ticket on the dashboard, dispatches it to ops, and you'll have a ticket ID by reply. Quote inside fifteen minutes p50 during open hours; slot inside 48 hours for most postcodes.
- QUEUE
- 4 PENDING
- QUOTE p50
- 11 MIN
- NEXT SLOT
- TODAY 16:30
- OPS
- ONLINE · 07:30–20:30
INTAKE · FORM
Submit intake.
Four fields. We reply on the channel you submit through — by text if you leave a number, by email otherwise. Photo attachments via email recommended for the photo path.
INTAKE · NEW
● ACCEPTING
DIRECT · LINES
Three reach
Three reach
paths.
ops@mountsolution.online
For attachments, written paper trails, landlord docs, or anything over ~200 words. Esi reviews first; reply slightly slower.
Same number, voice path. If ops is on a job, we'll text-back inside ten — we don't dodge calls, we just don't always have hands free.
POST · INTAKE
What happens
What happens
after submit.
Four pipeline states between submit and signoff. Ops pages you at each transition so you always know which state your ticket is in.
Acknowledged
Intake lands on the dashboard. Ticket ID issued, classified to a ticket class. You receive the ID + ETA-to-quote by reply.
Quote returned
Flat figure, scope, next two viable slots. SLA: p50 11 minutes during open hours. Variance from final invoice contractually zero.
Dispatched
You confirm a slot. Operator and van pinned to the ticket. 90-minute arrival window p95 from the start of the booked window.
Closed
Runbook executed on site, signed off on the device. Receipt + warranty PDF auto-fire to your inbox. Ticket archived.
COVERAGE · ZONE
A 24-mile
A 24-mile
dispatch ring.
Ops dispatches from a single workshop in NW3. Anywhere inside the 24-mile ring is standard SLA. Edge postcodes (just past 24 mi) generally accepted with a small fuel line-item we'll flag on the quote.
ZONE · A
Inner ring · 0 – 12 mi
Workshop · NW3 · 7-day same-week
NO FEE
ZONE · B
Outer ring · 12 – 24 mi
Standard SLA · same-week most slots
NO FEE
ZONE · C
Edge · 24 – 32 mi
Case-by-case · ops review
+ $25 FUEL
COVERAGE · MAP
LIVE
QUEUE · ACCEPTING
Submit the intake.
One photo. Screen model. Postcode. Eleven minutes from now you'll likely have a ticket ID, a flat quote, and two viable slots inside 48 hours.