Computers need repair, upgrade and periodic maintenance. Without an ongoing contract, the time and cost of getting these actions carried out can result in significant disruption of your business and its customers.
How dependent is your company on various computers, including laptops, being fully functional and working effectively?
But what criteria should you use when selecting your support company?
How much experience have the company’s technicians got in computer repair and what testimonials do they have? If relevant, do they have certification from the manufacturer of your equipment / operating system?
What turnaround time do you need and what day / time coverage do you need. Example: Do you need repairs carried out in one day and do you need weekend cover? Ensure that the repairer that you use offers what you need and pick the level of cover that you need. Over specifying, e.g. paying for 24 hour / 365 day per year cover when you only need 9-5 Monday to Friday, will be unnecessarily expensive.
When computers aren’t operating correctly, it can often be due to software issues which can be solved remotely. Even if ‘repair’ isn’t possible remotely, it may be possible to identify what is wrong sufficiently for the field technician to bring essential equipment / software with them when they visit site and to be fully briefed on the solution.
How much experience and capability has your prospective support company got in this area?
On-Site Repair Support
Not all computer contracts provide on-site repairs. Some support and fixes can be accomplished remotely but some will require the equipment and repairing technician to be co-located. How much of a problem would it be if some repairs required your equipment to be physically sent to the repairer.
Does your prospective repairer offer a 6-12 months warranty on the repairs that they carry out? Also check if the company offers free of charge replacement spare parts for any damage caused during repair work.