Page 1

Hardware Maintenance Contracts We’ve got it covered


break fix



At Storm we take the traditional fixed contract approach that one step further; why not select one of three packages on offer to guarantee peace of mind for your out of warranty hardware.

storm silver


C  over provided - Monday-Friday 8:30am-5:30pm  Call to Fix time - Next business day.

storm gold


C  over provided - Monday-Friday 8:00am-8:00pm  Call to Fix time - 6 hours.

storm platinum


C  over provided - 24 hours a day 7 days a week (incl. public holidays)  Call to Fix time - 4 hours. Storm also offers customised Hardware Support contracts to fit your exact requirements and specifications. Please contact us for more details.


 Guaranteed fix C  ompetitive pricing 2  4/7 Delivery U  K & Europe coverage O  ver 100 engineers nationwide R  educed disruption M  inimum downtime  Immediate skilled advice P  eace of mind E  ach item is covered on an annual basis for a fixed cost  Individual pre-agreed SLA’s per item ranging from NBD to 4hr Call to Fix.

stock locations and



This map shows the extent of Storm’s stock locations and UK Service centres. This coverage allows Storm to effectively and rapidly meet differing service level needs. All engineers are strategically located, with quick access to spares such as hard disks and PSU’s, with further support provided by a sophisticated logistics operation. Staffing levels and stock locations are continually reviewed as the requirements of Storm’s customer base evolves.


spares guaranteed

Unlike many other organisations, Storm can provide onsite spares for frequent failing items and critical elements. Engineers can quickly diagnose issues either remotely or onsite, and have the spare parts immediately available to achieve a resolution. This has proved to be a very successful policy to use on SLA’s such as a 4 hour fix.

fix scheme

Storm’s guaranteed fix commitment ensures that within the contracted period, a replacement item (or loaned item) will be delivered and installed if a module fix is not achievable. This approach is preferred by our clients who require a guaranteed service.

european incident



Storm’s online incident management system enables customers to initially log incidents over the web. All equipment covered can be easily searched, viewed and selected to log incidents where applicable. You can then view incident history, times & dates of all actions completed.

Our European customers can now also benefit from the same wide range of coverage and levels of service that have been available to our UK customers. Cover is provided through in-country partners that Storm Technologies have long standing Storm operates an open book policy with relationships with. regards to the way we deal with your incident; all actions and items are completely visible to the end user. Unlike other companies, nothing is hidden in the background. Electronic notification is also less time consuming than a telephone call. Based on the information supplied, a field engineer or software support specialist with the right expertise and operating system knowledge will be assigned to the job and find a solution.




Storm works closely with our customers to provide a solution that is tuned to their specific individual needs and practices. Where necessary, we will modify our own internal procedures and systems to achieve this. This is illustrated by Storm’s approach to incident management. Developed by our own Internal Development Team, we are able to provide instant modifications or amendments to suit customer needs. Ingrained in Storm’s culture is an attitude to go that ‘extra mile’ in order to assist our customers and be flexible at all times. All incidents are managed through a single point of contact, Storm’s service desk, based in Watford, London. These incidents are delivered to a team of qualified 1st/2nd line incident handlers, who will trouble shoot the problem with the caller and try to find a solution, be it software or hardware related. If the problem is hardware related then their role is to identify the spare before an engineer even attends site, the aim is to achieve a high first time fix rate. The average call answer time is 7 seconds (2012).

GET IN TOUCH For more information, please contact your account manager or our Hardware Maintenance team.

Telephone: 01923 801080 Email: Web: Storm Technologies Ltd The Boulevard • Blackmoor Lane • Croxley Business Park • Watford • Herts • WD18 8YW