Hardware Break/Fix Subcontracting for TPM & Hardware Vendors
Onsite engineers who diagnose, swap and return parts on your SLA, under your brand, with a report in 24 hours.
Overview
Onsite hardware repair, subcontracted on your terms
You hold the maintenance contract and the parts; we supply the engineer who meets your SLA at the client's site, follows your procedure and reports back to you, not to your client.
It suits TPM providers and hardware vendors who sell break/fix support beyond their own engineer footprint: one subcontractor for parts swaps, diagnostics and returns across many countries, booked one ticket at a time.
Your contractYour SLA, your reference on every report
Your partsShipped by you, returned to your instructions
Your brandEngineers attend as your team
Supported hardware
Hardware our engineers repair on site
Field-replaceable units across the data centre, the network and the desk, swapped to your method of procedure.
Capabilities
What our break/fix engineers do
DiagnosticsFault finding on site, guided live by your remote engineer by phone or Teams when needed.
Part swapsDisk, PSU, fan, memory, controller and motherboard replacements, tested before sign-off.
Node and switch replacementsWhole-unit swaps for storage nodes and network switches, re-cabled to your plan.
Parts logisticsCollection, delivery to site and returns of failed or DOA parts, as you instruct.
Onboarding and training visitsEngineers complete your vendor training first; many programmes start with a paid onboarding visit.
Return visitsOutstanding work reported within 24 hours and the second visit booked on your instructions.
Who we support
Break/fix capacity for hardware support businesses
TPM providers
Cover third-party maintenance contracts in cities where you have no engineers, without losing control of the ticket.
Server & storage vendors
Field-replaceable unit swaps and onboarding visits for your platform, done to your procedure.
Network equipment vendors
Switch and node replacements at customer sites, with your remote engineer on the line.
MSPs
Hardware support for your clients beyond your own engineer footprint, under your brand.
Engineers attend under your brand: see white label IT field services.
Response tiers
Response tiers for hardware faults
Pick the tier per ticket to match the SLA you sold. Full tier details are on field engineer dispatch.
4-hour
Down systems and critical hardware in major cities.
SBD
Same business day for faults logged before the cut-off.
NBD
Next business day, the usual tier for parts-dependent swaps.
Scheduled
Planned replacements at an agreed time, including nights and weekends.
Repair process
How a break/fix ticket is handled
- Ticket and partsTicket from your system or email, with your reference and the parts on order.
- Parts to siteYou ship parts to site or to the engineer; we confirm arrival before the visit.
- BriefingThe engineer receives your method of procedure, tools list and escalation path.
- Diagnose and swapFault confirmed, part replaced and tested, with your remote engineer if needed.
- Report and returnsReport within 24 hours; failed parts returned as you instruct.
Global coverage
Where we carry out break/fix
In 2026 we delivered onsite work in more than 40 countries; our engineer network covers 50+.
- 4-hour response in major cities across the UK, Western Europe, the Gulf, Australia, Singapore and the USA.
- Recent break/fix and storage work includes the UK, Sweden, Italy, France, South Korea, Honduras and Australia.
- Same or next business day elsewhere, quoted on engineer location.
Reporting
Reports that close your ticket
Everything you need to update your client and your parts system, within 24 hours of the visit.
- Your ticket reference on every report
- Serial numbers of the parts removed and fitted
- Photos, work done and time on site
- Anything outstanding, such as parts for a second visit
- Arrival and completion times on every ticket, reported monthly against your SLA
- Escalation and service credits agreed in your partner agreement
Case studies
Break/fix delivered in 2026
Partner and client names are kept confidential.
- Global hardware maintenance provider
130+ dispatches across 40+ countries in 2026, many of them engineer onboarding visits for a storage platform.
- Fortune 500 manufacturing site, Northern Ireland
29 break/fix visits for a UK IT services partner, closed on the partner's tickets.
- Australia
24 break/fix dispatches on full-day and half-day rates in 2026.
Hardware break/fix FAQs
Which hardware do your engineers repair?
Servers, storage, network equipment, end-user devices and POS hardware: disk, PSU, fan, memory, controller and motherboard swaps, node and switch replacements, diagnostics and DOA returns.
How quickly can an engineer attend a hardware fault?
Within 4 hours in major cities, or same business day, next business day or scheduled, depending on the tier you book for the ticket.
Can you work under our brand?
Yes. Engineers attend as your team and never discuss pricing or scope with your client.
Do you hold spare parts?
No. You or your vendor supply parts; we handle collection, delivery to site and returns as you instruct.
What if the fix needs a second visit?
We report what's outstanding within 24 hours and book the return visit on your instructions.
Can engineers complete our vendor training first?
Yes. Many programmes start with a paid onboarding or training visit for each engineer.
How are SLA misses handled?
Every ticket's arrival and completion times are reported; we agree the escalation and credit process in your partner agreement.
Need an engineer for a hardware fault?
Send one ticket as a pilot and see our response, engineer and report before you commit. Partners can also set up a break/fix programme across several countries.