Break and Fix solutions

Orange Systems offers maintenance contracts with SLAs adapted to our customers’ needs. Our global network of certified engineers located in over 70 different countries allow us to provide our clients with proactive and cost-effective maintenance service. From OEM to leading manufacturers’ hardware, we maintain current products as well as end of life equipment.

The 4-step break and fix procedure:

Fault Diagnosis

- Problem analysis done remotely by
   a Support Engineer Escalation to a
   Consulting Engineer if required
- On-site troubleshooting by local
   engineer if necessary.

Hardware Delivery

- Shipment of needed part to client's
location or to local engineer if
necessary.

Engineer Dispatch

- Dispatch of a local engineer
- Part replacement according to the
   manufacturer’s procedure.
- Hardware verification to ensure problem
   has been solved. If needed,
   reconfiguration (as it is the case for a
   drive replacement).

Reporting

- Dispatched engineer issues a problem
   resolution report that is signed by the
   local client.
- Problem resolution report is sent back
   to the client along with the service call
   log.

Break and fix process:

Please check the other Maintenance Services we provide:

- Tape Handling
- Monitoring
- Spare Parts Management
- Audit

When a hardware issue comes up while you are under a break and fix contract with Orange Systems, please contact us and we will follow the process below to ensure your hardware issue gets resolved in a timely manner.