Our team provide a full remote and on-site support service that is designed to keep your equipment and infrastructure working 24/7. As a Jade customer you can choose the support package that works for you, depending on how critical the equipment is to your business.
Although the majority of equipment we support has been supplied by Jade, we can maintain some devices that may already be in your business – giving you a single support team to work with.
Dedicated support desk
Next-day device swap-out service
Sometimes mobile equipment breaks – usually because of damage caused on site. For this reason we offer our customers a next-day replacement service. As soon as you contact our team, they arrange for a replacement device to be sent out and include details of how to return the faulty device for repair.
Devices are sent out ‘ready to go’ with your individual device build and configuration pre-loaded. This means you’ll be up and running with minimal disruption.
Next-day on-site engineers
For equipment that can’t be returned to us for repair, we can arrange for a trained Jade engineer to be on-site the next day. Our team is fully trained in all the equipment we deploy – meaning you get someone on site who can fix the problem, not just tick the box on an SLA! In addition to equipment training, all engineers are also fully H&S trained – including safe working and working at heights where necessary.
Customer portal
As a Jade customer you will gain access to our support portal, which gives you access to all open and closed support cases and allows you to log new problems for your business. For open cases, you can see the current status and which member of the Jade team is currently dealing with your problem. For closed cases, you’ll be able to see the resolution. It’s great way to see how we support your business.
