We highly recommend that any client taking one of our Managed Support packages should also take this most valuable add-on product the ‘Break-Fix.’ This is essential for any company with hardware on the premises. Most manufacturers nowadays provide some form of basic warranty for the replacement of failed hardware components, but these guarantees rarely cover system restoration. Unfortunately, this level of cover is simply not enough for most clients.

The Break-Fix add on provides additional peace of mind that someone will be there to repair your IT equipment should it stop working due to a component failure. Should your hardware develop a problem, the fault is logged with our helpdesk in the same way as your other support calls.

Our support staff will diagnose any faulty components and then arrange to have them replaced as quickly as possible, and if required, this will be followed by the installation of Mountain Software applications and data restoration, bringing the failed system back to its original state (subject to a suitable backup being in place).

If you have equipment which is still under a manufacturer’s warranty, we can provide advice on suitability, and if applicable, we can use the existing warranty until it expires and simply provide an IT management service whereby we log any calls with the manufacturer on your behalf and manage the process through to a satisfactory conclusion. For equipment which is out of warranty, we can provide proposals using a selection of Service Level Agreements, depending on the criticality of the equipment.

Service levels are based on response time, repair/fix time and cost. You are free to select different levels of cover as required depending on the criticality of the equipment to your business. Response times are generally measured in 4 or 8 hour periods, and the two most commonly selected levels are:

4 x 4 (4 hour response with a further 4 hour fix)

This level of maintenance cover is recommended for critical elements of the computer network, such as a server or network hub. Failure of either of these items will result in all users being unable to gain access to the system, so it is essential that such elements are covered with the shortest response and fix times.

8 x 8 (8 hour response with a further 8 hour fix)

This level of maintenance cover is an option for less important elements of the computer network such as a PC or printer. Failure of either of these items will not cause downtime for every user on the network, so can be subject to longer response and repair times.

Key benefits of Engineering Support

All areas of your hardware covered Agreed response times Out of warranty hardware taken care of Liaising with manufacturers on your behalf to get the job done Break-Fix not only covers hardware but also enables system restoration