BREAK FIX MAINTENANCE

Using the capabilities of the Forest team to provide Break-Fix Maintenance Services on a range of Voice and IT Systems and Hardware. Break-Fix is a reactionary business model that relies on the repair of Systems and/or Equipment’s when these fail.

The proposition will provide the following:

  • 24/7, 365 access to the Service Desk
  • Expert Technical Support from certified Engineers
  • Onsite Engineering
  • Parts and Labour
  • Used/Faulty Parts recovery from site
Forest Communications online payments Essex

WHY SHOULD YOU HAVE IT

Using Forest to provide day to day Break-Fix Maintenance Services gives you access to a comprehensive team of Communications professionals. Forest can provide businesses with professional support 24/7. This represents a large shift for many small business who often rely on individuals in their company finding time from their day job or from other acquaintances. As a consequence of these casual support relationships businesses aren’t covered with the optimal level of support which can cost them money.

SERVICE LEVELS

Below are the new Service Levels that are on offer with the Break-Fix Maintenance contracts:-

  • Select Support Standard
  • Select Support Advanced
  • Select Support Complete Voice
  • Select Support Complete IT
  • Select Support Complete Plus Voice
  • Select Support Complete Plus IT

 

Services SSS SSA SSC Voice SSC IT SSC + Voice SSSC + IT
STANDARD SUPPORT SERVICES
Service Desk Access 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365 24x7x365 24x7x365
Days Covered Monday to Friday Monday to Sunday 24 x 7 x 365 24 x 7 x 365 24x7x365 24x7x365
Hours Covered 08:30 – 17:30 08:30 – 17:30 24 hrs 24 hrs 24 hrs 24 hrs
Bank Holidays Excluded Included Included Included Included Included
4 Hour engineer on site x x x Included Included Included
NBD Fix x x x x x Included
Response Times
Priority 1 – Critical Incident 4 Hour 4 Hour 4 Hour 4 Hour 1 hour 1 hour
Priority 2 – Major Incident 6 Hours 6 Hours 6 Hours 6 Hours 6 Hours 6 Hours
Priority 3 – Minor Incident (Business Hours) 8 Hours 8 Hours 8 Hours 8 Hours 8 Hours 8 Hours
Priority 6 – Knowledge Request 5 working days 5 Working Days 5 Working Days 5 Working Days 5 working Days 5 working Days

 

EQUIPMENT WE COVER

  • Desktop PC’s
  • Laptops
  • Windows Servers
  • Printers
  • Epos Device
  • Routers
  • Wireless Access Points
  • Business Telephone Systems

 

WHAT THE SERVICE ISN’T

The proposition is for Break-Fix Maintenance services only and not Return to Service. The service does not provide software support, for example if we restore the hardware on a laptop we will ensure it can boot to the operating system level, but we will not restore any user data.

KEY FEATURES

  • 24/7 365 UK-based customer support
  • UK Team of Technical specialists
  • Highly trained, experienced and security cleared engineering teams
  • UK wide Geographical coverage
  • Fast and efficient fault resolution
  • Contracted Service levels
  • Service Excellence
  • Vendor approved parts