On-Site Repair or Depot Return: How to Choose
On-site repair or depot return? Weigh how long you can run without the device, where spares are held, data that cannot leave site and the full logistics cost.
DetailsWhat IMAC Actually Covers (Install, Move, Add, Change)
IMAC means install, move, add and change. What each term covers, why they are contracted together, and where scope disputes over moves and data begin.
DetailsA Practical Checklist for Data Centre Decommissioning
What to settle before the first rack comes out: sanitisation certificates, asset register reconciliation, chain of custody, disposal routes and cage handback.
DetailsReading an SLA: What Response Windows Actually Commit To
What an SLA response window actually commits to: response vs fix vs resolution, business hours vs 24/7, clock starts and pauses, and exclusions to check.
DetailsWhy First Response Matters More Than Resolution Time in IT Field Services
Most IT field service contracts are compared on resolution time. It is the headline number in every proposal, and it is the wrong thing to optimise for on distributed estates. Two different clocks Resolution time measures ticket raised to service restored. First response measures ticket raised to a human confirming ownership and next steps. Resolution…
DetailsHow to Scope a Multi-Site IT Roll Out (and Where They Go Wrong)
Multi-site roll outs rarely fail on engineering. The installation itself is well understood. They fail on sequencing — equipment arriving before sites are ready, engineers booked against dates that slip, and a discovery in week six that one region was never scoped. Survey before you ship The single highest-return step is confirming site readiness before…
DetailsBreak-Fix vs OEM Warranty: When Out-of-Warranty Support Makes Sense
Break-fix has a reputation as the budget option — what you fall back on when the OEM contract lapses. That framing is wrong, and it costs organisations money on estates that are working perfectly well. What an OEM warranty actually buys A manufacturer support contract covers that manufacturer’s equipment, to that manufacturer’s terms, for a…
DetailsSmart Hands vs Remote Hands: What Colocation Support Actually Includes
If you run infrastructure in a colocation facility you do not staff, you will have been offered “remote hands” and “smart hands” — often as though they were the same product. They are not, and the difference shows up precisely when you need it most. Remote hands: prescribed actions only Remote hands is the facility’s…
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