Queue position
Fleet agreement customers are placed ahead of ad-hoc work, so a failed machine does not wait behind a queue of unrelated jobs.
Turnaround you can plan around
A promised date is only useful if it holds. Our service levels set out what we commit to, how we measure it, and what happens when a machine needs more time than either of us would like.
Business accounts only. We provide services exclusively to businesses and organizations. We do not offer consumer or personal-device support. Minimum engagement: organizations with 5 or more managed laptops.
Turnaround is measured from the point a device is registered on our bench, not from the moment somebody first mentioned the fault. That definition matters, because it removes the argument about when the clock started. For on-site work, the clock runs from the start of the visit; for depot work, from the moment the machine is booked in against your consignment.
Standard service levels
| Service | Route | Target turnaround | Typical scope |
|---|---|---|---|
| Rapid | On site | Same business day | Batteries, input assemblies, ports, inspection work |
| Standard | Either | 3-5 business days | Display assemblies, hinges, chassis, combined repairs |
| Bench | Depot | 5-8 business days | Board-level diagnosis, liquid damage treatment |
| Fleet pass | On site | By scheduled visit | Whole-estate inspection and preventive work |
Windows are expressed in business days at our Charlotte facility. Parts availability is the single biggest variable, and when a component is not in stock we tell you the realistic date rather than the optimistic one.
Priority handling
Critical-seat escalation
Where a specific role cannot function without the machine, an escalation route lets us flag it for same-day attention where parts allow.
Temporary cover
For longer bench jobs we can discuss cover arrangements so the seat is not empty while the repair runs its course.
How we measure ourselves
We track the proportion of jobs completed inside the target window and report it in your monthly summary, alongside the categories of work and anything that looks like a repeating pattern. We would rather show you an honest figure than a flattering one, because a number you cannot trust is worse than no number at all.
When a job will slip, you hear it early. A delayed part, an unexpected second fault, or a diagnosis that changes the scope, all of it triggers a message from your account manager before the promised date passes. Bad news delivered early is a planning input; bad news delivered late is just a problem.
Escalation is deliberately short. Where a machine matters to a live commitment, your coordinator can flag it to the account manager, who decides whether to reorder the bench, dispatch a part, or move an engineer. You do not have to explain the situation twice or persuade somebody in a different department that it matters. Priority handling is a planning decision made by one accountable person, not a favour granted at a colleague's discretion.
We also record why any job ran long, and if a category of work keeps slipping, that becomes a conversation about process rather than a run of apologies. Over time the measurements are what let us tighten a window rather than merely restate it, and customers see the evidence behind any change we propose.
Clock definition. Depot turnaround begins at bench registration against your consignment, on-site turnaround at the start of the visit. This is stated in every service agreement so both sides are working from the same starting line.