Support Services

XMA provides a full range of support services ranging from the support of the physical hardware through to the provision of extended warranty and maintenance contracts, the support of software applications through helpdesk services and the support of the complete solution through the provision of remote management.

Extended Warranty & Maintenance

While every hardware manufacturer will provide a standard warranty there is usually no guarantee of the service level. Often equipment will need to be returned to base opposed to on-site. This can have ramifications on availability of equipment for the user and can impact productivity.

XMA’s range of extended warranty and maintenance services can be tailored to meet your specific requirements. Service levels can range from a guaranteed next business day call-out to a four hour response for business critical components. All of these services are supported by a fully documented SLA (service level agreement).

Help Desk

XMA’s Help Desk solution provides your users with access to expert assistance and advice from a team of qualified engineers. Over 70% of calls to the XMA helpdesk are resolved during the first call and 90% are resolved same day.

The XMA Help Desk solution is fully customisable to your needs and the support contract is governed by a service level agreement.


Remote Network Management

XMA’s Remote Network Management solution reduces the strain on your IT Department by taking away the multitude of day to day management tasks necessary to optimise server and hence network performance.

Remote management services enable an XMA engineer to remotely diagnose and fix a fault quickly without the need for an expensive engineer call-out. As well as performing routine maintenance tasks XMA can also check that back-up have been completed successfully.   

On-Site Support

As well as providing a remote help desk solution XMA can also provide physical engineering support services. This service is fully customisable depending on your requirements and as a result costs are optimised by allocated the correct level of expertise.

XMA can provide a range of services from a weekly scheduled technical visit through to an embedded technician to support a short or fixed term resourcing need.

Repairs

XMA is an Authorised Service Centre for Toshiba, Fujitsu-Siemens and Acer notebook products. This enables XMA to provide warranty or out of warranty repairs on any of above manufacturers products regardless of where they were originally purchased.

Insurance

Over 72,000 computers are stolen and 108,000 are accidentally damaged each year.
XMA can provide a full solution to insure IT equipment against fire, theft and accidental damage.

If equipment is beyond economic repair or has been stolen we will replace the equipment on a like for like basis. We will never supply a lower spec model and if your equipment is no longer available we will supply you with a model of equivalent specification.