Service desk
First and second line by phone, email and portal, staffed to the hours your estate actually trades - up to 24/7.
SERVICE 04
Someone answers.
Someone turns up.
Service desk, remote monitoring, field engineering and maintenance that keep an estate working long after the rollout finished.
- 24/7 service desk
- Remote monitoring
- Field engineering
- Break-fix & maintenance
OVERVIEW
Support is where
the design gets marked.
A site manager with a dead till does not want a ticket reference. They want the queue moving. Everything in our support model is arranged around shortening the time between those two things.
Most of that is unglamorous: knowing what is installed, having the spare, having an engineer within reach, and having a first-line desk allowed to fix things rather than escalate them. We support estates we deployed and estates we inherited, and the second is far more common than people expect.
What the
service covers.
Remote monitoring
Watching the estate for the failures that announce themselves early, so a site is called before it calls us.
Field engineering
Engineers dispatched to site for anything that cannot be fixed down the wire, to a response time agreed per site rather than per contract.
Break-fix and swap-out
Repair or replace, with the failed unit collected, wiped and either repaired into stock or disposed of responsibly.
Spares management
A spares pool sized to your estate and held where it can reach the sites, not where it is cheapest to store.
Asset and estate records
One record of what is installed where, kept current by the people who change it, and available to you rather than to us.
- One number, whoever made the equipment
- Cover that matches trading hours, including nights
- Response times agreed site by site
- Fixes at first line wherever they can be
- Spares near the estate, not in a central depot
- Reporting you can challenge us with
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