There are many occasions when an On-Site repair is not practical; the "Service Solution" indicates that the end-user would benefit from us taking loan stock, or that the initial diagnosis indicates that the fault is intermittent and that a first-time fix may not be possible and extended workbench testing will be necessary.
This is where Loan stock equipment can greatly enhance the Service Solution, and minimise the impact on your productivity.
The Loan Stock will be delivered direct to the end-user by the engineer and is chosen to be functionally equivalent to the faulty equipment; although it may not be of exactly the same model.
For example if you have a G5 iMac we will loan a G5 system, but it may not be an iMac, whilst if you have a Dual-Core MacBook, you will get a Dual-Core MacBook.
Loan Stock Key Fact:
If you take Loan Stock as an optional module we can guarantee a fix time. In the support industry this is known as a “Service Level Agreement” or SLA.
When you buy the On-Site and Loan Service modules together for the same item of equipment, we will guarantee an SLA equivalent to twice the On-Site Response time.
That is, for a 4-Hour On-Site Response, the SLA will be 8 Hours. Which means the maximum amount of time we guarantee that the equipment will be faulty for, or replaced in, will be 8 Hours.
This is sometimes referred to as a “4 plus 4” service (written “4+4”). Equally a contract with an 8Hr On-Site module with loan module will carry a 16 Hour SLA, and so on.
The reality is that when the teteCARE diagnosis points to the need for pre-emptive Loan Stock, that for a 4+4 contract, the actual repair time will be closer to 3+0. That is 2 Hours to get to you, plus 1 to install the loan and transfer the data.
Loan and Integra Together.
When the Integra module has been selected, in addition to bridging the gap between hardware and software failure, it also provides for a “best endeavours” Data transfer and recovery solution.
Should loan stock be installed; the engineer will attempt to transfer the OS, applications and the data from the faulty system onto the loan stock, to minimize disruption for the staff member and maximize their productivity.
Support Modules
Every customers’ needs are different, so for this reason we provide a number of “Support Modules” from which you can assemble a personalised “Support Package” that best suits your requirements and budget.
The Modules can also be varied between different Users or Equipment.
The Modules available are:
teleCARE
On-Site Service
Parts Cover
Loan Stock
Integra
Creative Apps Support
Infrastructure Support
You can take as many or as few as your business needs dictate, balanced against the risks you face.
Within reason that can also be varied throughout the life of your contract to reflect the dynamics of your business.
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