Break/Fix activity is an everyday occurrence at IT-NetLogistics. Although there are many more glamorous tasks, such as product roll-outs and enterprise upgrades, the day-to-day service and break/fix activity is in many cases is the most critical. Break/fix service activity is the determination that a technical problem exists that requires a technician onsite to repair it. In a break/fix scenario, our help desk has spoken to you and made the determination that the problem cannot be resolved remotely and a technical dispatch is required.
The processing and handling of these types of service requests is critical to the enterprise client as well as to the branch office that is having the problem. The classification of routine for a break/fix indicates that the outage or failure is not critical to the operation of your company. Clients can make their own unique determination as to the required response times (tech onsite) in these situations. The procedures for handling, processing, and time requirements are documented in your Service Level Agreement.
As almost all of our clients have their own help desk, some prefer to have their help desk contact us for break/fix service activity while others have their branch offices or stores contact us directly. One of the services we offer our clients is the ability for their branches or stores to call directly to IT-NetLogistics on a toll-free number that is their unique service line. With this option, the unique line is answered with their company name (e.g., “Acme Services, how may I assist you?”). This gives a store or a branch office the assurance that they are contacting someone who knows who they are and that the problem will be taken care of. In most cases IT-NetLogistics also has the database of our client’s office locations, and we can ask them if they are still located at the address on file to give them further assurance that we know who they are.
All of our break/fix service activity is visible to our clients through our web-based Customer Relation Management (CRM) software. Our clients can open service tickets and track all service requests in real time and know the status of every order. Our CRM package also contains the databases of all of our field service partners. With over 30 years of operating in the service sector, and 20 of those operating nationally, we have assembled a database of the most qualified technical partners. These partners have worked with us for years and their qualifications, skill sets, company size, and history with us is well documented in our database. You can be assured that the technician dispatched to your site has the qualifications to get you back up and working as quickly as possible.
For more information about our break/fix services, please Contact us.