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Global Break Fix Support Services & Maintenance

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A break fix IT engineer holding a problematic hard drive at a local data centre whilst on a job for Orion.

Break Fix Maintenance

Our multi-vendor, third party break fix support offers a post-warranty hardware support service that covers the complete IT infrastructure. We provide an end to end maintenance solution, from the desktop to the datacenter – we support:

  • Servers
  • Network devices
  • Storage
  • End User devices
  • Telecommunication equipment
  • Wireless network devices
  • Audiovisual equipment
  • EPOS systems and much more.

Hardware Break Fix Engineer

Our tailored Service Level Agreements (SLAs) are designed to suit all business requirements. Not only can we dispatch a trained hardware break fix engineer within 4 hours across the world, we have over 40 secure stocking locations throughout EMEA, US/Canada and APAC.

Book a Break Fix IT Support Engineer

Break fix IT support

Our Service Team can dispatch a replacement part to a site within 4 hours in most major cities around the globe.

We understand that every requirement is different and with this in mind, we can adapt our services to include labour only support and in some cases a parts only solution.

Whilst many companies are now opting to store their data within a cloud environment, we understand that legacy equipment is still very much widespread across the IT infrastructure landscape. Typically, the older the equipment is, the more expensive it is to support using the manufacturer’s OEM warranty support and in some cases, the cost of ongoing support services from the manufacturer is more expensive than buying new equipment. That is where our managed third party break fix IT support gives the security and option of continuous support for a fraction of the cost.

Break fix meaning - when it is broken, we guarantee we will fix it!

24x7x4 hour

response and break/fix

9x5x4 hour

response and break/fix

Next Business Day

response and break/fix options

Log tickets and track progress with our simple online portal

24x7x365 fully managed service desk

Our 24x7x365 fully managed service desk is operational around the clock ready to respond to onsite issues whatever the time of day or night. Once an issue is logged online through our dedicated client portal software, on an email or via our website, a member of our service team will respond immediately. Our online ticketing system allows for all data relating to open and historical issues to be securely stored centrally and in compliance with GDPR and other Data Security and Protection laws. The service management software also enables clients to run necessary and frequent reports based on required criteria, for example, at a click of a button you can see what IT assets are covered by our break fix services, the location of the assets and how many break fix issues have been logged against any particular asset. It also gives full transparency of all communication with our service team at all times. In our experience, the better the communication, the better the service.

Channel partnership model

Our channel partnership model enables Orion 247 to provide break fix services directly to our partners, meaning that, if there are tricky locations where end users need break fix support, our partners can count on us to react quickly. Our maintenance contracts are tailored to the SLA that the end user requires and there is no middle man and no hidden margins – you log the issue directly with our services team who will dispatch a support engineer and the required parts. We act as an extension to our partners’ existing team, often visiting onsite locations as white label solutions. Many partners use us as a single point of contact for their global break fix requirements, this means that they don’t have to spend time reaching out to numerous in-country suppliers to gain multiple quotes on a particular support opportunity – they come straight to us and we can service the whole contract. Our services are particularly strong in notoriously ‘hard to service’ locations, such as Africa, parts of the Middle East and South America.

Vendor agnostic maintenance support services

When we say that our maintenance support services are completely vendor agnostic, we really mean it. We have trained IT breakfix smarthands support engineers in every corner of the globe ready to be dispatched to site. Our recruitment process is robust and involves an extensive onboarding process, which means we only work with the best IT service support engineers. Our available skill sets cover all the major manufacturers: Cisco, IBM, HP, Dell, Lenovo, NetApp, EMC, Panasonic, Toshiba, Hitachi, Fujitsu, Avaya, Microsoft, Silverpeak, Apple, Juniper, Fortinet, Checkpoint, Citrix and AppSense – just to name a few. Our team is constantly being trained in the latest technologies so this list is not exhaustive, please contact us for any requirements and we will give a rapid and honest response regarding our available services.