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    Our Support

    You pay good money for technology systems — and they should work as you expect and need. Our collaborative assessment, planning, and implementation phases are important, but we really shine when it comes to long-term support.

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    Feel Supported Every Step of The Way

    Want peace of mind that your system will stay running smoothly? What sets us apart is our long-term support. As your partner, UBEO highlights the best solutions that will keep your budget — and business — on track. We are with you every step of the way after that, with master technicians and expert in-house staff to make sure you feel the value of your investment every day.
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    Our Standout Support Features

    Experience world-class care and expertise. Benefit from ongoing support that’s not outsourced or shuffled around.

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    OEM Parts

    We only use original equipment manufacturer (OEM) parts and focus on preventative maintenance to reduce our service calls and provide you with the best possible experience. The fastest-resolved call is one that never happened in the first place.

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    In-House Systems Engineers

    We provide in-house support for the majority of our software solutions. During an assessment, we identify your pain points and our in-house engineers get to know you and your needs intimately. These engineers are still available to provide support after implementation.

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    Master Service Technicians

    UBEO invests heavily in recruiting the top support experts in our field. Our Master service technicians have at least 5 years of service experience and more than 3 manufacturers classes.

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    Preventative Maintenance

    We focus on preventative maintenance to keep equipment operational instead of the typical break-fix model that only addresses service when there is a problem.

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    Regular Account Reviews

    We conduct regular account reviews to check in on your systems and proactively address any potential issues. Account reviews let us review service surveys, review any potential billing issues, or anything else on your mind.

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    Third-Party Surveys

    Our third-party survey measures experience across 11 key experience points. Over 99% of our respondents rate us 4/5 or 5/5; we occasionally get surveys that fall below 3/5 (less than .05%). The instant this rating is submitted, an alert email is sent out to key stakeholders, and a service manager is on the phone in 15 minutes or less.

    How We Measure Up

    We make sure you get what you pay for. Some companies focus on response time, but that doesn’t always mean the fix is right. UBEO does a survey on every single service call. Here are our results:

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    First Call Fix Rate

    First Call Fix Rate

    First call fix rate is over 94%. We operate on a “best in class” model so we carry fewer high quality products we have parts on hand for. What does that mean for you?

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    Customer Reviews

    85% Net Promoter Score

    We measure success by our customer experience, not by a spreadsheet. 85% of our customer responses come back 5 out of 5.

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    Remote Resolution

    Helpdesk Resolution

    Competitors can charge hourly rates, or move your request to the wrong person. We provide holistic IT support on all UBEO supported devices. 34% of the time, we can solve an issue without having to dispatch a technician. Our average resolution time for remote resolution is 8 minutes.

    What Happens During A BTA

    Explore the end-to-end process of UBEO’s Business Technology Assessment.

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    Our Experts

    Get started with UBEO — let us know how we can help with vendor support and more.

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