1. Discovery
We confirm fleet size, device generation, sites and the operational impact when a machine is out of service, so cover matches your real exposure.
SERVICE MODULE · 05ACCOUNT TYPE · BUSINESSCOVERAGE · NATIONALTURNAROUND · 2–4 BUSINESS DAYS
Onboarding process
Onboarding turns a general agreement into working cover. We inventory the fleet, agree service levels, record who may authorise work and set the logistics your sites need, all before the first machine is handled.
We provide services exclusively to businesses and organizations. We do not offer consumer or personal-device support. Minimum engagement: organizations with 5 or more managed laptops.
Good service starts before the first repair. If intake rules, contacts and expectations are vague, every job becomes a negotiation. Our onboarding sequence removes that friction in a short, structured series of steps, so that when a laptop does fail your team simply follows a path that has already been agreed.
The steps
2. Service levels
We agree turnaround targets, escalation rules and the priority path for business-critical machines, and put them in writing.
3. Authorisation
We record who may approve work, the purchase order process and any spend limits, so repairs never stall waiting for a signature.
4. Logistics
We map how machines reach us, whether by on-site visit, courier or depot shipment, and how returns are consolidated.
5. Systems
Your asset register is aligned with our job records so identifiers match from the first repair onward.
6. First jobs
A small batch of repairs or an inspection visit confirms the workflow, and we tune it before scaling across the fleet.
What we need from you
Onboarding is deliberately light on your side. We need a primary contact for operational matters, a finance contact for invoicing, a list of sites and an approximate fleet count. If you have an asset register, we align to it; if not, we can start a simple record structure with you. We also collect any internal rules your organisation applies to hardware handling, such as data-handling requirements for machines leaving your premises.
Setting turnaround expectations
Turnaround depends on fault type and parts availability, which is why we commit to published targets rather than optimistic promises. During onboarding you tell us which machines are truly business-critical, and those receive priority bench capacity under a managed or national plan. Everything else flows through the standard queue with clear communication if a part is delayed.
Data and custody at onboarding
Because the devices we handle belong to organisations, custody is treated seriously from the first day. We agree whether storage media remains in the machine, how devices are sealed in transit, and who may sign machines in and out. Where your policy requires it, we can work with machines in a state that protects sensitive data, and we document every handover so the chain of custody is never in doubt.
After onboarding
Onboarding ends with a short summary: agreed service levels, named contacts, logistics instructions and authorisation rules. Your account manager keeps that summary current as your organisation changes, and reviews it with you periodically. The goal is a working arrangement that any member of your team can follow, even if the person who set it up has moved on.
- A written summary of levels, contacts and rules
- Aligned asset identifiers for clean records
- A pilot batch before fleet-wide rollout
- Periodic review as your organisation changes