The two key problems with technical support in the PFP sector and how Multifix can help

Having great technical support in the PFP sector is something of a necessity. Whether it’s having a direct line to technicians or needing training, it’s needed.

However, some can find it challenging to come across. This is a concern, as with something as imperative as safety on the line, you will need good technical support.

Without it, life becomes very difficult. You run the risk of being using certain products wrong and could face delays from waiting for things to be sorted. 

In this article, we will highlight how our technical support stands out and how it can be a real asset for you moving forward.

It is worth noting that the technical support we offer is run by Protecta, who are a partner of ours. 

We are choosing to reference them in this article as we have picked out the two most common pain points. As such, we’ve also been able to identify how we believe we can solve them for you.

Assessment details taking too long

Picture the scene. A firestopping contractor or a surveying company has gone for a site inspection. After looking at it, they realise they’ll need an assessment test before continuing.

For those unaware, assessment details are where the manufacturer carries out a non-standard detail on what you require, then approves it or not.

The manufacturer writes an assessment based on evidence from tested details and if there is enough evidence, will give sign off. This can prove especially useful when you have something of a unique challenge that you need to overcome.

The issue comes from site managers being told they won’t be able to have one for three weeks due to a lack of time or availability. 

That subsequently means three weeks of standstill or scrambling about for other products to get the job done. However, it doesn’t have to be so drastic.

Just what does an assessment detail entail?

As per the Passive Fire Protection Forum (PFPF) ‘Guide to Undertaking Technical Assessments of the Fire Performance of Construction Products Based on Fire Test Evidence’, this is what an assessment detail looks for:

• Whether they can “extend the scope of the design/application of a product”
• To “provide confidence and compliance in the product”
• To “underpin the scope of certification”

The assessment detail must be “robust and written by competent individuals,” which is to be expected given safety is on the line. 

If the product fails in any of these categories, it’s essentially back to the drawing board. But what’s imperative is that you know sooner, rather than later. 

Whenever one of our customers needs an assessment, we turn to Protecta. Protecta normally respond to such queries on the same day and they aspire to respond to all queries within 24 hours.

If they can detail it, the wait time for the detail is three to five days. It’s hard to be exact because of things like drawings that could be needed, but you’ll have an answer within a full working week.

It’s worth noting that Protecta always try to adhere to standard, tested details where possible. This is because any assessment is site specific. 

You may have limited access to training

Whether it’s for new starters or just to fully maximise your output, training sessions are essential and can have a very positive impact.

Be it to fully learn how to utilise a product or to gain a better understanding of why PFP is needed, training is essential. 

However, it can be difficult to arrange for training sessions to take place. Sometimes it can be difficult to pinpoint a location and sometimes it’s difficult to get instructors to come at a time that suits.

What we can do is offer you professional training with a Protecta expert, free of charge, in a location of your convenience.

We can have a Protecta expert at your customer office, or in some instances on site, to talk you through the products and the training.

It’s worth noting though, that this face-to-face training is primarily educational. There are only a few customer offices that can accommodate hands-on, practical training, which can be problematic.

However, we are one of those. Our training room at our warehouse in Barking can be booked for training, at no cost to Multifix customers, for you and your team.

Here, we can show you exactly how to use the products and answer any questions you may have, removing the chance of mistakes on-site.

Multifix can help you get things right

Delays or improper use of products can be hugely detrimental to those in the passive fire protection industry, so good technical support is vital. 

As we said earlier in the article, there are a lot of companies out there supplying the PFP sector that offer a great level of technical support.

But, with the free training, quick response times and assessment details, we have something maybe better for you.

Combined with Protecta’s expertise, we are confident that our technical support can boost efficiency and make life easier.

It’s certainly something that we believe and it’s certainly something that we will be more than happy to try and prove to you.

If you would like to find out more about technical support, please get in touch here to speak to one of our expert team. Equally, if you want to directly get in touch with the Protecta technical support team, you can email them here.