Service Calls
Discipline: AV / Networking / Data Center
Meet aggressive SLAs with your customers by truly having access to our Field Team as an extension of yours.
What we do?
From Troubleshooting visits to, Break and Fix, or Moves, Adds and Changes, we tackle it all. Our team will come in with the necessary tools and/or equipment needed to swap and get the job done. We can meet up to 4 hours SLAs in Los Angeles and the Bay Area.
Why work with We Install IT?
Because we have dedicated resources in San Jose and Los Angeles, as well as Remote Technical support to assist our field team. We also implemented the 15-minute rule, if our Field Engineers can’t figure out an issue on-site, they will request help internally.
SERVICE CALLS
Boots on the ground for Breaks
and Fixes.
We offer flexible, tailored service and support – in-person or over the phone. Services include service/support calls, implementing customer ticketing systems for faster response, and supplying the manpower to resolve any outstanding issues.
From rack prefabrication to onsite wire-pulling and integration, to Day 2 service and support, our team is ready and available.
How
Troubleshooting
If you do not know the issue, and need boots on the ground, our teams with going into the site, with computers and necessary tools to troubleshoot the solutions, and troubleshoot the solutions. Remote support from your Engineers might be required to support our players, in understanding the solution.
Break and Fixes, Moves Adds and Changes
If you already know what needs to be done, our team can come in, with computers, necessary tools and any equipment needed to be replaced. They can take care of fixing the issue, and support your remote Engineers if any commissioning is needed.
Service Level Agreements
Dedicated resources in San Jose and Los Angeles just for Service Calls to meet SLAs agreed with the customer. Some of these SLAs are very hard to meet especially if our customers don't have a physical team in that specific city.
Ticket Submitted
- E-mail support@weinstall.it
- Provide SOW and/or Drawing
- Time Frame
Visit Scheduled
- Site access coordination
- Communication
- Necesary tools and Hardware
Deployment
- Troubleshooting
- Error resolution
- 15 minute rule: Contact remote support
Reporting
- Photographic & written report
- Active communication with POC
- Customer Sign-off
Billing
-
Invoicing for services
(After each service)
- Invoicing for Materials
- Invoicing for Monthly Contract
On-Call Package
- 6 hour minimum charge.
- SLA: Best Efforts.
- Reporting: Next day.
- Warehousing: Charge per day.
- Pricing: Standard Hourly Rate
- Remote Engineer: Standard Hourly Rate.
- Billing: Per ticket
- Locations: Los Angeles, Bay Area, San Diego
Intermediate Package
- Dedicated Resources
- 12 hours included
- 4 hour minimum charge.
- SLA: 8 hours.
- Reporting: Same day.
- Warehousing: Charge per day.
- Pricing: 10% Discount
- Remote Engineer: 10% Discount
- Billing: Monthly and per ticket
- Locations: Los Angeles, Bay Area, San Diego
STARTING FROM
Starting from:$1,199 /per month per Location.
Premium Package
- Dedicated Resources
- Dedicated CSM
- SLA: 4 hours.
- Reporting: Same day.
- Warehousing: Included.
- Pricing: 30% Discount
- Engineer: Included
- Billing: Monthly
- Locations: Los Angeles, Bay Area, San Diego
STARTING FROM
Starting from:$1399 /per month per Location.
Our Customers
