Purchase Options
Buy vs. Subscribe
Buy |
Subscribe/Lease |
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Included Services |
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Tech Expert will procure all devices and have the devices shipped to the Tech Expert Operations Depot Center in Louisville, KY. Tech Expert will receive devices, log serial numbers and MAC addresses and test devices. |
✔ | ✔ |
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Tech Expert will purchase and maintain ownership of all devices under contract in the complete HaaS solution, including the spare pool. Only devices included in the program billing count will be supported by Tech Expert. Tech Expert will maintain an accurate record of all unique devices that will be used to calculate billing counts and invoice amounts. |
✖ | ✔ |
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Tech Expert will pick, package, and prepare the devices for shipment. Tech Expert will stage and kit the device(s) according to the customer’s requirements. Tech Expert will load the required software on the devices for initial deployment. Tech Expert will turn on and charge each device before shipping. Tech Expert will configure location-specific network and device settings prior to shipping. Tech Expert will perform the depot quality control testing process to verify the imaging and configuration of the device have been done correctly. This is a final step we perform to ensure everything is ready for the end user. Tech Expert will ship device(s) to the end user's site via 2nd Day shipping. |
✔ | ✔ |
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Depot Spare Pool Management Tech Expert will purchase and maintain ownership of spare pool devices for advance exchange. Tech Expert will manage and maintain the spare pool for advanced exchange devices in our Louisville Operations Depot Center. Tech Expert will have spare pool devices shipped to the Tech Expert Operations Depot Center. Tech Expert will organize and store these devices in a secure location allowing only authorized personnel access to the area. |
✖ | ✔ |
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Tech Expert will procure the initial warranty for the device, which will be included in the bundle *Note: Manufacturer warranty coverage may differ between the purchase and subscription bundles. The subscription bundles will always include a comprehensive warranty to cover all subscription services provided by Tech Expert. |
✔ | ✔ |
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Tech Expert will manage the process of engaging with the manufacturer to have devices serviced. This includes all the phone calls, filling out required forms, processing the RMA, and making sure that the devices are returned and placed back in the spare pool. Tech Expert will provide warranty administration for devices that are included in the complete HaaS subscription. Tech Expert covers the incident fee on all devices for the duration of the deployment. (Most extended service contracts require you to pay an additional "per incident" fee each time you send your device in for service.) The following services are performed in this order at the Tech Expert Operations Depot Center upon receipt of devices from the end user: 1. Receive from store and complete check-in process 2. Testing 3. Manufacturer warranty administration 4. Send unit to repair center 5. Receive unit from repair center 6. Place back into spare pool or re-deploy to new end user *Note: Many product manufacturers have a very slow repair turnaround time on warranty repairs. In this program, the end user is guaranteed a replacement the next business day. |
✖ | ✔ |
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Tech Expert will test every device that is returned by an end user to the depot. This is done prior to sending the device out for repair and prior to redeployment of the device. |
✖ | ✔ |
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Tech Expert will be responsible for ensuring the proper software, firmware, OS, network settings, and configuration has been loaded onto each device and tested to ensure that the device functions properly with the required application(s). This applies to both initial deployment and RMA exchanges. Tech Expert will configure location-specific network and device settings prior to shipping from the Tech Expert Operations Depot Center. During the end user sales or onboarding process, Tech Expert will gather any details from the end user needed for device or network configurations. Tech Expert will load Mobile Device Management (MDM) software onto the devices, which will allow help desk to remotely troubleshoot the devices if needed, or completely wipe them of all data if device has been lost or stolen. |
✖ | ✔ |
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Tech Expert will provide advance exchange replacement services for all devices included in the complete HaaS subscription for the duration of the Term of the complete HaaS contract. If the Tech Expert Help Desk determines that a device(s) is broken and requires a swap, Tech Expert Help Desk will initiate the Return Merchandise Authorization (RMA) and provide next business-day hardware replacement. Tech Expert will ship a replacement device following the creation of a ticket by the Tech Expert Help Desk. Tickets created prior to 3:00 PM ET Monday through Friday will be shipped same day. Tickets created after 3:00 PM ET will be shipped the following business day. Shipping of replacement units is subject to available spare pool in accordance with the Limitation of Service. Tech Expert will load the required software on the device. Tech Expert will configure location-specific network and device settings prior to shipping. Tech Expert will perform the depot quality control testing process to verify the imaging and configuration of the device have been done correctly. We will also verify the device is charged. This is a final step we perform to ensure everything is ready for the end user. The shipment will contain the device and a return shipment label for the broken device. The end user will return the defective unit to the depot upon receipt of replacement device. The end user removes the replacement device from the box, puts the broken device into the box, places the return label on the box, and provides the box to the shipping carrier. Broken devices will be returned to Tech Expert via Ground shipment service. Tech Expert will ship Device(s) using standard Overnight shipment service for outbound Advance Exchange. Depot Quality Control: The Tech Expert Operations Depot Center will perform quality control testing to verify the device imaging and configuration (above) have been done correctly for all devices included in the complete HaaS subscription. This is the final step to ensure everything is ready for the end user before shipping. |
✖ | ✔ |
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Tech Expert will process tickets and devices at the Tech Expert Operations Depot Center Monday – Friday 8:00 AM to 5:00 PM ET and Saturday 8:00 AM to 12:00 PM ET. Tech Expert will be closed on Sunday and the following holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year's Day. |
✖ | ✔ |
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Monday – Friday 8:00 AM to 6:00 PM MST Tech Expert Help Desk will be closed on the following holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year's Day. |
✖ | ✔ |
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Tech Expert will ship Device(s) via 2nd Day service for the initial deployment. |
✖ | ✔ |
MANUFACTURER WARRANTY SERVICES |
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| Coverage Term | 3 Years | 3 Years |
| Turn around time (repair time) | 5 Days | 5 Days |
| Manufacturer defect repair | ✔ | ✔ |
| Accidental damage & breakage repair | ✖ | ✔ |
| 1 or 2 years renewal option | ✖ | ✔ |