Critical
Response pathSystem fault affecting protected operations
Escalate technical support, isolate operational risk, confirm temporary controls.
Emergency Support
Emergency Support
Direct response pathways for protection-system faults, compliance interventions, and urgent escalations on critical sites.
Response Classification
Severity Level Framework
Every reported fault is classified on contact to ensure the right response reaches you at the right time.
Critical
Fire panel fault, suppression impaired, system offline
Urgent telephone triage for active faults
Priority dispatch subject to site location, access and support agreement
Urgent
Detector fault, isolated zone, maintenance overrun
Same-day technical review where available
Next available technician visit, subject to scheduling and access
Planned
Routine service, documentation update, minor fault
Scheduled contact
Scheduled maintenance visit
Emergency response availability depends on site location, access, technician availability and support agreement. Published response categories are guidance unless confirmed in a written SLA.
Incident Process
Escalation Flowchart
The structured path from fault detection to close-out documentation.
- 1
Fault detected or alarm raised
System fault indicator or triggered alarm signals a protection condition requiring assessment.
- 2
Contact Kharon on 061 545 8830
Call our direct line to initiate the response process. Available for critical faults.
- 3
Triage and severity classification
Kharon classifies the reported condition as Critical, Urgent or Planned on contact, where the direct line is available.
- 4
Technician dispatch per severity timeline
Technician dispatched according to the classification: priority dispatch for Critical, next available for Urgent.
- 5
On-site assessment and remediation
Technician arrives, assesses the fault, and carries out remediation or temporary protection measures.
- 6
Documentation and close-out report issued
All work is documented. A close-out report is issued and linked to the client's service record.
Emergency support paths
Emergency Support Pathways
Structured response procedures for protection system emergencies and critical incidents.
Critical system fault
Live fire-panel faults, suppression impairments, isolated systems or a protection condition affecting operations.
Existing client records
Access service history, system records, maintenance requests and linked jobcard documentation.
Urgent technical request
Route urgent assessment requests where a technician review or system diagnosis is required.
Compliance intervention
Overdue inspections, missing documentation, insurer queries or audit-sensitive system concerns.
Emergency / SLA Response
Operational support paths for faults, compliance interventions and maintenance requests.
The response language is deliberately operational. Kharon support requests should identify the protected area, system type, fault state, site consequence and required response window.
Start Support Request Urgent
Response pathDetection, panel or suppression service intervention
Schedule technician response, record fault context, confirm compliance impact.
Planned
Response pathAssessment, maintenance or documentation request
Scope site requirement, align records, plan inspection or service cadence.
Reliability Discipline
Documented Fault Response
Our protocols are designed to maintain operational control during critical incidents, prioritizing safety while minimizing disruption.