When a device needs cleaning or is experiencing a hardware issue, there are several ways we can help. The best option depends on the device, urgency, and your service agreement.
Please send one of the following so we can identify the model and confirm the best path:
Once we have that, we will review warranty options, confirm the best next step, and help you move forward. If any work is billable, we confirm scope and obtain approval before proceeding.
If the unit is in hardware failure and warranty applies, the warranty provider can typically dispatch a technician with parts to repair it. This is usually the fastest and most cost-effective first step when it applies. If the device is out of warranty, we can still help. In many cases we can explore adding coverage even after the original warranty has expired. If you would like our help validating the issue and coordinating the warranty process, we can assist. For labor-covered clients, this coordination is included after validation. For break-fix clients, our time is billable at contracted rates.
Best practice: For predictable uptime, we typically recommend next business day on-site coverage for workstations and same day coverage for servers.
We can schedule a remote video session to:
Whether this is included or billable depends on your agreement. Remote video is also part of our due diligence process before escalating to onsite field support.
If you are near an EasyITGuys Service Center, drop-off is often the simplest option and your agreement terms may apply. If you are not near an EasyITGuys Service Center, you can ship the device to EasyITGuys for service. If you use a third-party service center, you will pay that provider directly and their services are not covered under any agreement. Third-party service center labor and parts are billed by that provider.
Cost notes:
For predictable costs and faster turnaround, we generally recommend parts-and-labor coverage on all devices. The best long-term uptime and satisfaction usually comes from following a planned device replacement timeline based on expected lifecycle.
Shipping note: If you choose shipping, please keep in mind there will be shipping costs both to the service center and back to you.
Onsite Field Support Coverage: We provide onsite field support as an escalation step for technology issues that cannot be resolved remotely. Before scheduling onsite, we require due diligence with a client contact onsite, which typically includes remote troubleshooting, verification steps, and confirmation of the most appropriate repair path.
What onsite field support covers
What onsite field support does not cover
If you want onsite anyway: If you prefer an onsite visit without the due diligence steps, or for maintenance/repair items, we can schedule a billable onsite request at contracted rates with approval. Please note that onsite visits are for troubleshooting and coordination, while physical cleaning and hardware repair are typically handled through warranty dispatch or our service center. Maintenance cleanings and hardware repairs are typically best handled through a warranty technician or an EasyITGuys Service Center since they have the repair guides and parts workflows for that work.
From time to time, we may offer a courtesy onsite check-in at our discretion. These are relationship and environment check-ins, not repair or support visits. They are scheduled by our team when appropriate and can only be approved by management.
Computer name or serial number. This lets us identify the model, check warranty options, and recommend the best next step.
Warranty repair, when it applies. A technician can be dispatched with parts, which reduces downtime and avoids out-of-pocket parts costs in many cases.
“Warranty technicians and service centers have the correct repair guides and parts workflows for maintenance and repair work, which usually results in faster turnaround and more predictable outcomes.”
We can still help. Depending on the device, we may be able to explore adding warranty coverage, proceed through our service center, or provide troubleshooting support and coordination to determine the best next step.
Yes. We can schedule a remote video session to guide safe cleaning steps and confirm symptoms before any repair path is chosen.
It means you drop the unit off at an EasyITGuys Service Center if one is nearby, or ship it to us if not. If you use a third-party service center, you will pay that provider directly and it is not covered under any agreement.
Parts are not included. Labor coverage depends on your agreement when the work is performed at an EasyITGuys Service Center. If a third-party service center is used, their labor and parts are billed separately by that provider and are not covered under any agreement.
No. Third-party service centers bill separately and are not covered under any agreement. If you are near an EasyITGuys Service Center, we can often handle the service center work directly.
Yes. Please keep in mind there will be shipping costs both to the service center and back to you.
Yes. Onsite field support is available as an escalation step after due diligence when an issue cannot be resolved remotely. If you want an onsite visit without due diligence, or for maintenance/repair items, we can schedule a billable onsite request at contracted rates with approval.
Occasionally, at our discretion. These are relationship and environment check-ins, not repair visits, and are scheduled by our team when appropriate.
Two things usually make the biggest difference:
