Break-Fix

Extend the lifespan of your legacy IT assets. We provide Break-fix hardware support services which are 50% less than OEM packages.

Despite much of IT moving into the cloud, businesses need an effective strategy in place for maintaining, replacing and repairing hardware components. EIL’s IT Hardware Maintenance Service takes over the management of multiple vendors, providing a single point of contact and delivering a Hardware BreakFix service which is both cost-efficient and compliant. Discover reliable break-fix solutions for seamless resolution of technical issues. Our expert team provides prompt and efficient fixes, ensuring your systems stay operational.

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The Challenge

Organisations are finding it increasingly difficult to provide reliable hardware support and repair in the event of failures. The rate at which hardware components change make it nearly impossible to keep a reliable set of spares, and high levels of access to engineering staff to perform these repairs. Whilst much of IT is now moving into Cloud services, there is still a very high level of on-premises infrastructure, particularly for tier 1 production systems, that need a reliable support Break-Fix Solutions service.

Businesses need an effective way to manage and support their legacy IT systems, and with that, manage, consolidate and rationalise multiple suppliers. With shrinking IT budgets, more stringent SLAs and the need to meet compliance and regulations, the challenge is on.

Our Solution

EIL’s Break-Fix Solution provides a cost-effective and streamlined approach to hardware maintenance by eliminating the need for managing multiple vendors. Whether your organization operates a large or small IT environment, we offer flexible on-site and off-site support with comprehensive break-fix management. Our service includes 24×7/365 support with SLA-based response times, including 4-hour and next-business-day options. With fast ticket response times, local and global parts availability, and secure disposal of faulty equipment through our Recycle & Retire Service, we ensure quick fault resolution and minimal downtime. EIL also provides detailed reporting, helping IT teams stay focused while we handle the maintenance burden.

Process Integration

EIL will deliver all services following standard ITIL processes for support and management of the environment, including;

Incident Management

Problem Management

Change Management

Unique support of EIL Global

Incident Escalation

Update the incident record during initial assignment, each contact, status update and communication with the 3rd party during updates, therefore retaining a chronological record of the life of the incident.
Where appropriate and where prior SLA/OLA agreement exists proactively contact the 3rd party resolver group for both updates and in relation to SLA breaches
Act as the Single Point of Contact
Update the incident status

We will maintain ownership of incident status and only set the status to ‘resolved’ when the customer has confirmed this during the Incident Management resolution / Closure process.

Up to 24 x 7 x 365 Hour Fix

EIL will triage the call and assign an engineer technical specialist for resolution within the specified SLA.

Extend the lifespan of your legacy IT assets. We provide Break-fix hardware support services which are 50% less than OEM packages.

The Challenge

Our Solution

Process Integration

Incident Management

Problem Management

Change Management

Unique support of EIL Global

24x7x4

IMACD

Onsite IT Support

Managed AIOps

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