Frequently Asked Questions

Most of our work is delivered for IT service providers, TPM vendors and system integrators who need onsite capacity in countries where they have no engineers. We also support multi-site businesses directly, with one UK contract and one coordinator for every country.

Send us one ticket. A pilot dispatch shows you our response time, the engineer and the report before you commit to anything. After that, most partners move to per-ticket, day-rate or monthly pricing.

None. Most partners start with a single pilot dispatch to test response time, engineer quality and reporting, then move to per-ticket, day-rate or monthly FTE pricing.

Yes. Engineers arrive under your company name, use your ID badge and report template if required, and never discuss commercial terms with your client. Confidentiality is covered in our partner agreement and NDA. See white label IT field services.

A field engineer is sent to any site, whether an office, store, factory or data centre, for break/fix, installs or IMAC, and owns the visit end to end. smart hands work inside a data centre or server room to your instructions: rack and stack, hardware swaps and cabling. A resident engineer is based on your client's site for agreed hours, usually on a monthly contract.

Yes. We agree one plan with you, prove it on a pilot site, then work through the sites in waves, with a tracker updated every day with photos and serial numbers. One recent programme covered 34 sites across the US. See IT rollouts.

Yes. We provide L1/L2 deskside engineers on monthly contracts, plus cover for holidays and sickness. One European partner has had our resident engineers in two German cities for more than nine months.

Yes: installs, moves, adds and changes, wireless site surveys, and IT asset disposition through recycling partners certified to ISO 27001, ISO 45001, ISO 9001 and ISO 14001, with disposal under GDPR and WEEE rules.

Four-hour response is available in major cities across the UK, Western Europe, the Gulf, Australia, Singapore and the USA. For smaller cities and remote sites we quote same or next business day, based on engineer location.

4-hour in major cities, same business day for faults logged before the cut-off, next business day, scheduled visits on an agreed date and time, and resident engineers for agreed hours. You can choose a tier per ticket or per contract.

Yes, on scheduled visits booked for an agreed date and time. Store and office rollouts are often done after hours so nobody's work is interrupted.

We have engineers in 50+ countries. In 2026 we delivered onsite work in more than 40 of them, from Germany, Italy and the UK to Sweden, Australia, the Gulf and the USA. See global coverage.

Per ticket, by day rate, or as a monthly FTE for resident engineers. The rate depends on the country and the response tier you need.

Yes, including your data protection terms, usually within a few working days. We can also register on your vendor management system.

Arrival and completion times are recorded on every ticket and reported to you monthly. Service credits or penalties can be agreed in your MSA.

Yes. The engineer follows your procedure and, if needed, your engineer's live instructions by phone or Teams.

You or your vendor ship the parts, and you decide where they go. If a fix needs parts or a second visit, the engineer records what was found and what is needed, and the return visit is booked as a new ticket at the agreed rate.

We assign a backup engineer and let you know straight away, so you can keep your client updated.

A site visit report within 24 hours, with photos, serial numbers, the work done and anything still outstanding, in our format or your own template and portal.

It can go back to you, or be wiped and recycled through our ITAD service with certificates.

Yes. GoPro IT Consultants is certified to ISO/IEC 27001:2022, the international standard for information security management. Our certificate number is 512872026, issued by Citation ISO Certification.

In line with UK GDPR. We sign your data protection terms and NDA, and engineers only receive the site and contact details they need for the visit.

Every engineer is screened for technical skills, identity, right to work and references, and briefed before each job. Our work is covered by public liability and professional indemnity insurance; certificates are available on request.

Yes. Partners can request a certificate of insurance during onboarding.

No. GoPro Consultants Ltd is a UK IT field services company with no connection to GoPro, Inc.