Hardware Support & Maintenance
What do we offer?
Hardware Support & Maintenance is delivered through nationwide, mobile and on-site service teams complemented by diagnostic facilities prior to dispatch, delivering high levels of first touch resolution and system recovery. With 1,000+ technical staff and UK-wide coverage up to 24/7, ICM offers one of the UK's largest independent engineering forces. This means fast and cost-effective coverage whatever your location, IT infrastructure or requirements.
How do you benefit?
As an active corporate member of the IT Service Management Forum (itSMF), ICM supports the development and promotion of IT service management best practice, standards and qualifications. This means you benefit from industry recognised best practice and a standardised approach. Our Hardware Support & Maintenance:
- Ensures a fix within the contracted service levels
- Enhances a warranty or response only service to a committed fix service
- Offers UK-wide coverage, up to 24hrs x 7 days
- Offers an optional reload of the operating system returning the unit to full service
- Never compromises warranty as we only use vendor approved parts, driven by our vendor accreditations and authorised service partnerships
- Maintenance targets range from 2 or 4 hours to 16 hours and next business day
- Dedicated site engineers, shared service teams, mobile engineers – all security-cleared
What our customers have to say
…for INPS, the risk to our customer base associated with choosing the wrong supplier took precedence. And in our eyes, one supplier stood out from the rest. What struck me throughout the evaluation process was ICM’s willingness to listen to us and deliver a service tailored to our needs – rather than coming up with the cheapest option or simply the solution they thought we should have.
- Karl Wood, Service Director, INPS
What's covered?
Hardware Support & Maintenance Services:
- Are provided by ICM’s appropriately accredited national field engineering team
- Operate in a multi-vendor environment
- Provide fast and efficient resolution to fault incidents
- Can have tailored service level agreements
- Provision service options most appropriate for your business operations
Optional features include:
- On-site dedicated engineers
- Provision of temporary replacement skilled staff or remote support cover for planned or unplanned absence
All services are aligned to the IT Infrastructure Library (ITIL™) framework for industry best practice.
