Enterprise Maintenance Solutions (EMS)

Halifax brings the right solution, the first time, every time, on time!

Hardware downtime means lost productivity, lost revenue and many times lost customers. Halifax understands the importance technology plays in running your business. Our hardware maintenance services support clients nationwide, serving over 30,000 locations and more than 400,000 pieces of equipment.

Halifax offers broad multi-vendor support, in and out-of-warranty support, and a variety of service level agreements including same d ay and next day repair time commitments. Our field service engineers average over 18 years of experience and are dispatched 24x7x365. Customers can open calls and access call status 24 hours a day via a customized web based interface to our national call center. Moreover, Halifax provides you a single point of contact to maximize communications and ensure timely service delivery.

The Halifax Difference!

Many maintenance providers offer a set of "canned" services that more often then not are designed to match their own capabilities. But at Halifax, we work with you to develop and implement the exact program needed to achieve your business objectives. We then draw from our customer driven service planning approach leveraging industry best practices to deliver customized, results-driven hardware maintenance solutions that will directly improve your organization’s bottom line. Services include:

Multi-product Support

Halifax supports over 400,000 devices from numerous OEMs, including all major manufacturers. We specialize in supporting multi-vendor PC environments from the desktop through the mid-range and enterprise network environment. Types of hardware supported includes:

Warranty Support

Halifax currently performs warranty services for the following OEMs; IBM, Compaq, Dell, Gateway, Hewlett Packard, Acer, Lexmark, Apple, and Epson. All warranty services are delivered to customers in accordance with the OEM’s warranty policies. In addition to standard warranty, Halifax offers a variety of warranty uplift service programs with increased coverage and response time requirements.

Halifax provides out-of-warranty repairs for a wide range of equipment. Halifax’s National Service Center warehouse, located in Mechanicsburg, PA, stocks thousands of parts. In addition, Halifax has built up an outstanding network of third and fourth party supply partners that permit us the ability to meet the most stringent SLA’s and to support even some of the more dated technology that may be used by some clients.

Depot Repair

An alternative service option allowing your organization to focus on what you do best.

Halifax maintains a state-of-the-art Depot Repair facility in Mechanicsburg, Pennsylvania. This facility performs component level repair of laptops, monitors, printers and various other computer equipment. Committed to the highest level of nationwide service, our support staff is trained and certified on the latest technologies and vendor products ensuring we exceed your service level requirements.

Focus on Core Competencies
Halifax’s Depot Repair facility enables your organization to concentrate on what you do best. Our best-of-breed Asset Tracking System allows end-users to monitor and track their repair work as well as to arrange for prompt pick-up and delivery of the device. Consignment of customer owned spares is available for advanced exchange service programs, which is especially valuable for mobile laptop users.

	Dependable: provides your organization NO interruption to current business processes.
	Effective: seamless to your end-user.
	Powerful: focuses your IT organization on what it does best.
	Optimized: delivered back to the end-user in the timeframe you require.
	Tailored: innovative and aggressive service level agreements.

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Logistics Support

We deliver our Logistics Support through the National Service Center located in Mechanicsburg, Pennsylvania. This 30,000 square foot facility offers a 24x7x365 state-of-the-art Call Dispatch Center, comprehensive parts repair, warehousing, configuration management, and refurbishment services. Additional Logistic Support services include:

	Centrally located multi-million dollar inventory, feeding 21 strategically located sub-inventories throughout the nation.
	Maintaining minimum stocking levels at all times ensuring you have the right part the first time, every time.
	Ability to efficiently move parts around the nation to support client requirements.
	Internal courier system moving materials throughout the east coast to client locations.

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Customized Service Level Agreement

With a long-standing customer-centric culture, Halifax prides itself in offering clients customized service level agreements (SLAs) that meet your stringent business requirements. As such, Halifax offers a variety of aggressive SLAs with same day and next day repair time commitments.
Halifax supports dozens of major clients with customized SLAs that monitor and measure our service delivery performance against expected service levels. Each of these performance-based contracts carry penalties if specific performance levels are not met. We maintain a reputation in our industry of excelling in these demanding environments.

Overall, we have the disciplines and systems in place to monitor and measure our performance results against guaranteed service level agreements. These SLA performance metrics which can be generated for various service levels such as 4 hour, 8 hour or next business day restore times are used in conjunction with regularly scheduled performance reviews with our clients in order to monitor overall client satisfaction.

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Project Management
Halifax provides for the complete Project Management of all aspects of your IT hardware acquisition, software imaging, deployment, installation, training, upgrades, maintenance, disposal, and overall integration and asset management. We provide this support for all types of equipment from servers, desktops, and printers to audio-visual equipment, routers and hubs. And we do this through a service-oriented culture dedicated to providing you with proactive and prompt communications through a single point of contact.