When requesting an ad-hoc dispatch, we kindly ask that PFS estimate how much time the attending engineer is likely to need on site. Based on this, we’ll book the appropriate dispatch rate—either 2, 4, or 8 hours.
This booked time is the minimum charge for the dispatch (plus any applicable travel costs), even if the issue is resolved in less time. Booking in this way ensures the engineer is fully available for the time expected, which helps us avoid delays or disruptions due to scheduling conflicts.
We always aim to resolve your issue completely during the scheduled time. However, if more time is needed, any additional hours beyond the booked dispatch rate will be charged at our standard additional hourly rate. Please note that any portion of an additional hour is rounded up and billed as a full hour, in line with our standard billing practices.
After-Hours and Uplift Charges:
If any of the time spent on-site falls outside of standard working hours, an uplift charge applies. This means that even a partial hour during these periods is billed as a full uplifted hour.
For work that spans multiple uplift categories (such as evenings or weekends or business hours running into evenings), uplift charges are calculated using the formula below:
Number of Hours in Uplift Period × Additional Hourly Rate × (Uplift Multiplier – 1)
This approach is used to remove ambiguity and complexity in the calculation that might result from spanning multiple uplift categories and is associated to charges that might include both dispatch rates and additional hours.
Example:
If 2 hours of work take place during an after-hours period with a 1.5× rate, and the additional hourly rate is $85, the uplift charge would be:
2 × $85 × (1.5 – 1) = $85 uplift charge
This is in addition to the regular hourly cost for those 2 hours which may be additional hours or form part a base rate.
For work that fits entirely within a single uplift category such as work that is completed entirely on a weekend, uplift charges are calculated using the formula below:
(Dispatch Rate + (Additional Hours × Additional Hours Rate)) × (Uplift Multiplier – 1)
Example:
If a 4 hour dispatch is booked and 5 hours of work take place entirely during a weekend with a 1.5× rate, a dispatch rate of $350, and an additional hourly rate of $85, the uplift charge would be:
($350 + (1 × $85)) × (1.5 – 1) = $435 * 0.5 = $217.50 uplift charge
This is in addition to the regular dispatch charge and additional hours charge.
