The roll-out and contract will cover all existing Morrisons stores and also all new acquisitions. Richard Bawamia, TAG’s director of service, comments: “In times of economic downturn, retailers must look to protect their profits. We have therefore worked closely with Morrisons to define and implement an SLA that creates a common understanding about services, responsibilities and priorities. Using our service management system we receive and action calls from them every day. We typically resolve 25 per cent – 30 per cent of calls by using our call avoidance procedure, thus removing the need to deploy an engineer - saving the customer money. In the event that an engineer is required, we then arrange a call using our nationwide network of dedicated technicians whose response and turnaround times are measured against agreed KPI’s and SLA terms.”