Maintenance Packages

BIAS Technology Support has been providing first class support to customers for over 10 years. All work is carried out by a team of expert engineers at our dedicated facility in Poole, Dorset.

Our comprehensive approach to maintenance means we work under strict ISO-9001 quality control processes. BIAS Technology Support are flexible to suit our customers needs so our standard contracts are not set in stone, they can be tailored to meet any requirement.

Here is a sample of our maintenance offerings.

Just click the arrow by any package to see more.

 

Gold Package

  • Service – Hot Swap.
  • SLA – Same Day.
  • Terms – 6 months, 1, 2, 3 or 5 years.
  • Costs – High.
  • Additional –
    • Can include Physical Damage

Silver Package

  • Service – Return to Base.
  • SLA – 3 to 5 days.
  • Terms – 6 months, 1, 2, 3 or 5 years.
  • Costs – Medium.
  • Additional –
    • Can include Physical Damage.
    • One off quick turnaround.
    • Courier pickup.

Bronze Package

  • Service – Return to Base.
  • SLA – 5 to 7 days.
  • Terms – 6 months, 1, 2, 3 or 5 years.
  • Costs – Low
  • Additional –
    • Can include Physical Damage.
    • One off quick turnaround.
    • Courier pickup.

Billable Package

  • Service – Return to Base.
  • SLA – Eval 3 Days, Fix 7 Days.
  • Terms – n/a.
  • Costs – High.
  • Three Tier Pricing Structure.
  • Includes Physical Damage.
  • Additional –
    • One off quick turnaround.
    • Courier pickup.

Voucher Package

  • Service – Return to Base.
  • SLA – Variable
  • Terms – Until Vouchers are expended.
  • Costs – Medium.
  • Includes Physical Damage.
  • Additional –
    • One off quick turnaround.
    • Courier pickup.

Fixed Price Package

  • Service – Return to Base.
  • SLA – Variable
  • Terms – n/a
  • Costs – Low
  • Includes Physical Damage.
  • Additional –
    • One off quick turnaround.
    • Courier pickup.


Billable & Out Of Contract Three Tier Repair Categories

 

 

Triage Repairs

General Repairs

Comprehensive Repairs

Backup Battery Board Level (PCB) Repairs Main Board Replacement
Beeper Display (LCD) Repairs Scan Engine Replacement
Display Window Integrated Handles
Digitizer Internal Antenna
Keypad Internal Flex Cables
Keypad Overlay Power Faults
Minor Cosmetic Repairs Radio Repairs
Scan Lens Scan Engine/Mirror Repairs
Speaker Upper Or Lower Casings
Trigger
Software Upgrade Or Configuration
3 Or More Triage Repairs Equal A General Repair 3 Or More General Repairs Equal A Comprehensive Repair 2 Or More Comprehensive Repairs Equal B.E.R (Beyond Economical Repair)


BIAS Standard Service

We offer the most comprehensive service as standard to all our customers every time a equipment is sent to us. Below is whats included.

  • All faults fixed, not just those reported.
  • Complete health check on your equipment.
  • Batteries fully health checked.
  • All repairs carried out at our dedicated service centre.
  • All repairs carried out by a fully trained engineer.
  • All Terminals undergo BIAS’s Xtend program.
  • Track repair status online via Gateway
    • Complete Live tracking
      • Received and booked in.
      • Allocated to Engineer.
      • Work carried out and parts used.
      • BIAS’s Xtend Procedure Performed*.
      • Completed and allocated to QA.
      • Fully QA checked and signed off.
      • Shipped with tracking information.
    • Access to our knowledge base.
      • Graded knowledge base for you equipment.
      • Battery Management.
      • Reset procedures.
      • Loading/Upgrade procedures.
      • How to configure.
    • Automated Customer Response Requests.
      • Kept up to date at ever stage via automated emails.
      • Purchase Orders can be entered to lower response times.
  • Helpdesk Support.
  • 90 day service warranty

 

*BIAS’s Xtend Program

This program has been built up over many years using the experience of BIAS’s engineers. Many terminals that have been produced work adequately under normal operating conditions, but BIAS understands that this is sometimes not the case. With our Xtend modifications common faults that arise have been addressed, a solution found, documented and then referred to by all BIAS’s engineers.

This continually accessing and improving means that the end user gets a superior product out in the field that lasts longer and downtime is minimized.

Please contact our sales department to discuss any maintenance offerings that you may be interested in.

Call us on 01202 620955. Email us at sales@biastechnology.com

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