Field Support

Onsite Non-Contract Repairs

For some customers, where a maintenance contract is not the preferred option, Qcom have several alternative repair services available. For clients without a contract, Qcom offers a full on-site emergency response service.

Response & Fix Time

Calls are normally responded to within 2/3 working days. A faster service and Saturday rates are also available at an upgraded price. Calls will normally be completed in 3-5 days subject to parts availability and/or time to authorise any quotations. Loan equipment rental can be provided in the interim if required.

Time and Materials (Ad Hoc)

We operate the quotation based time and materials rate which covers a call-out fee (to get the engineer on site) and an assessment of labour. A quote for any parts and labour will be supplied, or in the event that the repair is deemed to be uneconomic or unviable due to the age/condition of the unit, the client would be advised.

Fixed Price Repair (FPR) Call-outs

Simpler and swifter way of obtaining non-contract repairs. One fault per unit is covered by the fixed price, however, main logic board and severe customer damage would be subject to a surcharge.

Pre Engineer Visit - Technical Filter Call

A telephone technical filter call is made within 30 minutes of the call being logged to ascertain the fault and parts needed. On approximately 12% of occasions this service will clear the call to the client’s satisfaction without the need for a field visit. A flat fee will apply to calls in these circumstances (in the event that the calls are re-logged within 48 hours with the same fault, this charge will be offset against the resultant fixed price repair call-out charge).

Consumable Supply and Fitting

Available to customers with or without a maintenance contract. OEM consumables only are fitted due to our accreditation obligations. For clients wishing to minimise downtime we recommend the holding of an on-site spare head when a fitting fee only is chargeable.

Maintenance Contracts

Qcom Maintenance Contracts are available for a wide range of hardware, and provide cover for break & fix repairs. A number of different service levels are available, to ensure that you have a choice in the response and fix times, and the types of breakages you are covered for.

What is included in a Qcom Maintenance Contract?

Unlimited Telephone Technical Support

Contract customers may call Qcom and speak with an engineer at any time during the contract period for over the phone technical support.

Technical Filter

When logging a fault call with the Qcom helpdesk, within 30 minutes of the call being logged the Qcom Technical Filter engineer will call the site to ascertain as much information as possible regarding the fault, at this point currently 12% of calls are cleared.

Guaranteed Response and Fix times

Market leading performance levels, all contracts have a guaranteed response time to site, plus for the majority of equipment we also provide a guaranteed fix/loan time i.e. 8hr Response + 8hr Fix/Loan.

Unlimited Call Outs

All contracts have no limit on the number of calls that can be logged.

All Inclusive

All parts and labour are included for the contract period (excluding the supply and fitting of consumables).

Call Statistics

Available on request to monitor service level performance.

For clients without a contract, Qcom offers a full emergency response service. Ad-hoc repairs can be provided onsite, or devices can be sent to the Qcom workshop for repair.

Warranty Services

When partnering with an Original Equipment Manufacturer (OEM), Qcom provides service propositions to manage warranty repairs in the field.

Calls are normally logged via the Qcom Helpdesk either by telephone or email.

Under such arrangements users can contact Qcom to arrange the repair of equipment under the manufacturers standard warranty terms, thus usually ‘free of charge’ to the end user.

Qcom works with many OEM’s to provide such outsourced warranty services, please contact the

Qcom Sales Team for further information on which OEM’s we represent.