Maintenance & Field Support
SLA-based field coverage: hardware replacement, scheduled health checks, spares handling and escalation.
- standard / critical response
- 4h / 2h
- standard / critical response
- engineers per site
- Named
- engineers per site
- SLA and trend report
- Monthly
- SLA and trend report
What this service is
Ongoing field coverage for operators and vendors who need an engineer on site without building a team. We work to a defined SLA with agreed response and resolution targets, spares logistics, and scheduled preventive work.
Because the same engineers who build your racks also maintain them, the person attending a fault already knows how the site was built and documented.
Deliverables you receive
- SLA performance report with response and resolution metrics
- Incident records with root cause and closure evidence
- Spares inventory and movement log
- Recommendations report from recurring findings
What is included
- SLA-based response for hardware faults with agreed response and resolution targets
- Component and unit replacement: drives, PSUs, fans, memory, SFPs, nodes
- Scheduled preventive health checks and firmware currency reviews
- Spares stock management, replenishment and chain-of-custody
- Vendor escalation and RMA coordination
- Patch and cabling remediation from inspection findings
- Monthly reporting: incidents, SLA performance, trends, recommendations
- Named engineers and site familiarity over repeat visits
What is not included
Stated up front so the scope boundary is never a surprise. Most of these are available as add-ons.
- Vendor warranty terms and entitlement decisions
- Third-party maintenance contracts we do not hold
- Facilities plant maintenance (UPS, CRAC, generators)
- 24/7 NOC monitoring (integrated via partners on request)
Method
How we deliver maintenance & field support
The same sequence every time, so progress is predictable and deviations are visible the day they happen.
01
Coverage definition
Sites, hours, response and resolution targets, spares levels and escalation paths defined and agreed in writing.
02
Onboarding
Engineers walked through the site, the as-built documentation and your procedures before the first ticket arrives.
03
Response
Tickets acknowledged and attended inside the agreed window, with progress visible to your team throughout.
04
Resolution
Fault cleared, evidence captured, spares replenished and the incident closed with root cause recorded.
05
Preventive work
Scheduled health checks and firmware reviews run to plan, with findings fed back as recommendations.
06
Review
Monthly SLA and trend review, with recurring issues escalated into permanent fixes rather than repeat visits.
Tools we use
- ITSM integration (ServiceNow, Jira Service Management, Zendesk)
- Vendor diagnostic suites and management platforms
- Spares inventory and chain-of-custody tracking
- ESD-safe tooling and field kits
- Reporting and SLA dashboards
Standards we work to
- ITIL incident, problem and change practice
- ISO 9001-aligned service documentation
- ANSI/ESD S20.20 handling controls
- Client SLA and escalation procedures
Where you already run a documented standard, that becomes our method for the duration of the project. We work to your rack standard, label scheme and change-control process by default.
Related work
Where this service has been delivered
Benelux · 2024
14,000-link fibre and copper refresh, Amsterdam
A live-facility cabling refresh replacing end-of-life OM3 with OM4 and OS2, delivered in occupied halls without a single unplanned customer outage.
Read caseCentral & Eastern Europe · 2023
62 edge sites across five countries
A standardised edge build delivered by rotating crews in Poland, Czechia, Germany, Austria and the Netherlands — one method, one documentation set, five countries.
Read caseAmericas · 2025
SLA remote hands coverage for an MSP, US East
A permanent remote and smart hands service replacing a full-time on-site role, with photo-evidenced closure on every task and monthly SLA reporting.
Read case
Questions
Maintenance & Field Support — the usual questions
What SLAs do you offer?
Commonly 4-hour response with next-business-day resolution for standard hardware, and 2-hour response for critical paths. Targets are set per site, because travel time between hubs and remote sites is not the same.
Do you hold spares on our behalf?
Yes. We can hold spares at our regional hubs or on your site, with replenishment thresholds and a movement log.
Can you cover multiple sites under one agreement?
That is the usual arrangement for operators and MSPs — a single agreement covering several sites with per-site response targets.
How do you stop the same fault recurring?
Root cause is recorded on every incident and reviewed monthly. Recurring findings are escalated into a permanent fix with a recommendation, not attended again next month.
By market
Maintenance & Field Support by country
Standards, safety regimes and test methods differ by market. Open the one you are building in.
Also delivered