Our ethical pricing policy reflects our principled approach towards business. 

1. All our charges are simple, straight forward & transparent
2. There is a monthly charge; it covers a group of 13 services which are considered to be integral parts of the complete 1stResponse service – (Not chargeable extras). Also 10 free relayed messages are included.
3. We only charge for “relayed messages” - not for “calls received”. All messages are relayed within seconds of the call ending
4. There is a built in volume discount structure. The higher the usage, the lower the cost per relayed message, automatically
5. Charges for non-standard services are always agreed in advance. (We offer a range of additional office services, usually tailored to client requirements)
6. There is a one off set up/configuration fee payable on the start date, all operational charges are invoiced monthly in arrears
7. Our contract is for 1 month, automatically renewed (a rolling monthly contract), with one month’s notice of termination

The Cost per Message Relayed includes
All calls answered professionally by your dedicated PA & all messages relayed immediately by: SMS(text to mobile), or Email, or Fax, or Verbally from PA to client who has called in to collect messages, at anytime.

• The cost of relayed messages is between 75p and £1.30 dependent on volume. The automatic discount structure kicks in at 40 calls per month
• All operational charges & the monthly charge are invoiced monthly in arrears
• There is a small one off set up/configuration fee payable on the start date

The £29 per month charge includes all 13 items below:

• Free “End of Day Summary Report” of all messages sent to all destinations by all relay methods throughout the entire day, sent by email
• Free use of a personalised out of hours voicemail box.
• No additional costs for relay by SMS
• Free 0845....number. No setup charge & No ongoing charges, it will be 100% owned & controlled by the client.  (Freephone 0800... & other 08.. & 09.. nos can also be facilitated)
• Free to add/delete/change contact names & associated details as often as you like
• Free to add/delete/change relay methods for one or some or all contacts as often as you like
• Free to give us new company info for inclusion on our comprehensive client information screens, whenever needed
• Free to give us short term temporary instructions regarding contacts or relay methods, for an hour/day/week/month, or whatever is needed.
• Free to discuss any aspect of the account any time with your PA, call handling manager, or a director.
• Free to discuss any matter that you feel we might be able to help you with. We are happy to share our expertise & experience in telecommunications & other associated fields.
• Free or a much reduced charge for No Action Required Calls (NAR). A unique service by 1st Response to filter out cold sale calls & others. (see details following)
• Free for Error Calls (E), see details following
• FREE 10 RELAYED MESSAGES PER MONTH. (Conditional see details following)

Conditions for 10 Free Messages per month
1)  Invoice payment made by Direct Debit or:  2) If Direct Debit is not used, the account must be paid up to date on the invoice date, which is the last day of the month. 

NO Action Required Calls (NAR)
Definition of NAR call: a brief call, which requires no action by 1st Response. It may be an unsolicited sales call or an unimportant call from a friend who “will catch you later.” These calls are logged & stored in the database, but not relayed to client.There is no charge for all brief NAR calls as long as the total number of NAR calls do not exceed 10% of the number of messages relayed. If the 10% threshold is exceeded all NAR calls during the monthwill be charge at 65p each. 

Error & Wrong Number Calls
All error and wrong number calls are logged in the database but not relayed to the client. There is no charge for this service (even if it takes some time to establish that it is a wrong number).

Call Forwarding (Call-patching)
The following charge will be made in addition to the cost per message relayed:Patch call (or attempted patch) to UK landline and including up to 2 minutes call duration: £0.50p. Each additional minute: 10p.Patch call (or attempted patch) to mobile in UK and including up to 2 minute call duration: £0.75p. Each additional minute: 25p. 

PA Call Out
Your PA will be happy to make phone calls out on your behalf. The cost of a PA Call Out to a UK landline, with a message sent to client after completion, is from £1.30 plus the normal “Cost per message relayed” (this charge may vary according to the complexity of the call out). 

Multiple Relays of Messages
When a message is sent for a 2nd or 3rd or 4th time, to different contacts or by different relay methods, all additional sends are charged at 30p each 

Multiple Relays of Summary Reports
Your end of day summary report of all messages relayed to all recipients throughout the day is free. If additional Summary Reports are required to be sent to different contacts at different times to different email addresses, as “one offs” or as a permanent arrangement, the charge is: 50p per additional send. 

Fax Receive & Relay
When we accept & relay faxes to UK landline fax the charge is: £2.50 up to 5 page fax, £5.00 for 6 to 10 page fax, £7.50 for 10 to 20 page fax. 

Fax to Email
We can facilitate this service, details on request.

Escalation Procedures
Escalation procedures can be put in place to cope with emergency situations

Extra Call Handling Options
There are numerous other services available in addition to the standard call handling service. Some non-standard services will have no additional charges & others will be chargable. Any charges are always agreed in advance.

Office Services 
We undertake a vast range of additional office services, usually tailored to your requirements. Charges for non-standard services are always agreed in advance. Examples include:

• Advertising Response Support  (in all its forms)
• Take orders 
• Take bookings
• Keep diaries
• PA Call Out on your behalf for absolutely any reason at all
• Make and cancel appointments
• Send out brochures or any other printed material by post, e-mail or fax
• Make follow up calls, as a result of info we have sent out earlier
• Make reminder calls out (maybe a few days before an event)
• Receive and disseminate information
• Send out, by post, e-mail or fax personalised information
• Make credit control calls - chasing up outstanding invoices or debts
• Take specific action following a particular type of call
• And many more