Document Reference: GUK-DRP-POL-2026
Effective Date: 21 September 2026
Approved By: Operations & Compliance Directorate, GENSETSUK

1. Purpose & Scope

The purpose of this policy is to guarantee that GENSETSUK customers experience minimal operational downtime and revenue loss during unexpected grid failures, natural disasters or equipment malfunctions.

This policy applies to all contracted customers enrolled in the GENSETSUK Priority Disaster Recovery Plan scheme across commercial, industrial, healthcare, and data centre facilities.

2. Service Level Agreement (SLA) & Response Framework

When a power emergency is declared, operations follow a direct high-priority escalation chain:

• Nationwide 4-Hour Response SLA: GENSETSUK  guarantees that emergency power assets, engineering personnel or support vehicles will arrive at the customer's site within 4 hours of formal DRP activation anywhere in the UK.
• 24/7 Control Room Access: Enrolled customers are issued a unique DRP Reference Number. In an emergency customers bypass standard queues by dialing the dedicated 24/7 hotline.
• Data Availability: Upon receiving the DRP Reference Number, the GENSETSUK response team immediately pulls the client's pre-mapped site-specific details (required generator size, logistical access constraints, cabling requirements and connection points).
• Priority Deployment: Contracted DRP customers receive absolute asset allocation priority over standard ad-hoc hire requests during regional grid failures.

3. Pre-Emergency Strategy & Site Mapping

To ensure deployment agility within the 4-hour window, GENSETSUK mandates an initial, proactive on-boarding phase for all customers covered under this policy:

Phase

Action Required

Responsibility

Site Assessment

Complete a physical site survey to audit power setups, critical loads and spatial restrictions.

GENSETSUK Engineers

Technical Mapping

Define exact generator sizing (kVA), fuel requirements, distribution cabling runs and necessary Uninterruptible Power Supply (UPS) pairings.

GENSETSUK Tech Team

Logistics & Access

Document delivery routes, physical obstacles and required connection points.

Customer Operations

Compliance Register

Log target Recovery Time Objectives (RTOs) and site safety procedures.

Joint Operations

4. Customer Responsibilities

A successful disaster recovery strategy requires active cooperation from the customer. 

Customers must:

• Maintain On-Site Infrastructure: Ensure that electrical changeover switches, connection boxes, and Uninterruptible Power Supply (UPS) systems are maintained in working order to protect sensitive local hardware while generators start.
• Internal Personnel Training: Conduct routine staff training regarding safe emergency shutdown procedures, local isolation sequences and GENSETSUK communication protocols.
• Offline Data Access: Keep physical, offline directories of essential contacts, including the GENSETSUK 24/7 control room number and site reference details.

5. Policy Testing & Maintenance

To maintain plan viability and accuracy, the following continuous review protocols are mandated:

• Annual Plan Reviews: The technical parameters of the customer’s site profile must be reviewed and adjusted annually to account for new building assets, infrastructure modifications, or load changes.
• Simulation Drills: GENSETSUK advises customers to perform regular tabletop exercises and functional testing of their changeover switchgear to ensure seamless transition readiness.