A successful break/fix service relationship requires the customer and provider to align on three key elements: expectations, scope, and cost.
1. Expectations
Both parties must clearly define expectations, including:
Response Time:- Time to arrive on-site
- Time to resolve the issue
- Method of communication for initiating service (phone, email, ticketing system)
- Priority Levels:
- Low: Minor issues that do not impact daily operations (e.g., fix within a few days).
- Medium: Disruptions that require workarounds but do not halt operations (e.g., resolution within a few days).
- High: Critical issues that impact business operations and require immediate attention.
If a customer expects same-day support but the provider only offers next-day service, every request will lead to friction. A Service Level Agreement (SLA) should clearly document these expectations.
Additionally, establish communication protocols:
- Who can initiate a service call? (Director of IT, store manager, or any employee?)
- How should service requests be submitted? (Phone call, email, or ticketing system?)
2. Scope
Once the “why” and “when” are clear, the focus shifts to “what” the provider must accomplish on-site. The definition of “solved” should be clear—whether it’s a temporary fix to restore operations or a long-term solution.
The customer must provide detailed and accurate information about the issue for an effective resolution. A high-priority service call isn’t the time for vague descriptions—if a Slurpee was spilled in the equipment rack, now is the time to admit it.
3. Cost
The cost reflects the level of service, availability, and resources required to meet the agreed-upon expectations. Key factors include:
- Availability of Skilled Technicians: If same-day service is required, providers may need to pay technicians a retainer for availability on nights, weekends, and holidays.
- Parts and Materials: Maintaining an inventory of necessary parts requires an upfront investment. Alternatively, a robust supply chain must be in place to ensure availability.
- Fee Structure:
- Monthly retainer: Ensures guaranteed availability of technicians and materials.
- Per-visit premium charge: Covers urgent or after-hours services.
Conclusion
Clearly defining expectations, scope, and cost ensures that both parties are aligned. The provider must be willing to perform break/fix services under pressure, while the customer must provide timely, accurate information and pay accordingly for the service level required.
