Which Maintenance Service Level Is Appropriate for Different Size Stores?

28 Aug 2015

In today’s technology-focused world, retailers must manage and maintain multiple systems, including POS hardware, security firewalls, mobile devices, wearables, and beacons. Ensuring that these systems will operate properly is essential for providing the quality of service that your customers deserve.

At Level 10, we offer several service levels that retailers can take advantage of in order to keep their hardware & systems running efficiently. Each level has its advantages, so retailers will want to weigh their options and consider the size of their store and the internal resources that the company provides when deciding which service level to choose. Let’s look at what each of the service levels provides:

Level 1: Standard Repair Service

Retailers using this service level are able to send in any defective equipment to Level 10 for repair. The equipment will be repaired and returned to the retailer. The typical turnaround time after the equipment has been received is 5-7 days. Installation of the repaired equipment can be performed by the retailer (using enclosed instructions) or a certified technician.

This option is ideal for retailers who install their own equipment via an internal technicians. This is usually true of larger companies who simply need to send in equipment for repair and are able to handle installation on their own, but it can also apply to smaller retailers who are able to send in equipment and have it installed by a technician once it has been repaired.

Level 2: Exchange Repair Service

For retailers using this service level, Level 10 maintains a pool of spare equipment. If the retailer has defective equipment, it can be sent to Level 10, and once it is received, a unit from the equipment pool is sent to the store. The defective equipment will then be repaired and placed in the pool. Turnaround time depends on the shipping method selected by the retailer, but the damaged unit is usually sent in via ground shipping, and replacement units are sent via next day or second day freight. Installation of the repaired equipment can be performed by the retailer or a certified technician.

This option is best for retailers who do not have an internal maintenance team. Smaller retailers who rely on OEM service providers can use this service level to ensure that any defective equipment is quickly replaced and is working properly when installed.

Level 3: Advanced Exchange Repair Service

This service offering operates in the same manner as the Exchange Repair Service, but replacement units are sent as soon as a store reports defective equipment rather than waiting until the unit is received by Level 10. Depending on the shipping option selected by the retailer (typically next day or second day freight), a replacement unit can be received and installed within one-to-two days. Installation of the repaired equipment can be performed by the retailer or a certified technician.

This option is a good method for mid-size stores which need any defective equipment replaced as soon as possible, but do not perform their own field maintenance services. It can also be useful for larger retailers who maintain multiple locations and need equipment replaced quickly.

What’s the Best Option for Me?

Retailers should examine the POS systems currently used in their stores (including equipment types, failure rates, and spare pool costs) and their current service levels, as well as how seasonal activity can affect equipment usage and support needs. By considering how your current service plan addresses these factors, you can determine which of Level 10’s plans is most appropriate for you. Do you have any questions about our service levels? Please contact us for more information.