Cybrscape / Service & repair
Service & repair
Eleven benches at Service Annexe, Unit 11, Fenn Street, open since 2011. Three service levels, a figure agreed before anything is fitted, and turnaround published monthly including the months we miss.
Section 1 · Service levels
Three levels, timed from when the deck arrives
An acknowledgement time is measured from your request; a turnaround is measured from our receiving the deck. We will not quote you a turnaround that starts before we have the hardware, because we would then be promising something a courier controls.
| Level | Code | Acknowledge | Turnaround | Cover | Loan deck | Charge |
|---|---|---|---|---|---|---|
| BenchThe default. Post it or bring it in. | CS-SV-B | 1 working day | 10 working days | 06:00–20:00, six days | No | Diagnosis 40 cr, credited against the repair |
| PriorityFor a deck someone is waiting on. | CS-SV-P | 4 working hours | 3 working days | 06:00–20:00, six days | On request, same mark | 180 cr per docket, plus parts |
| Field exchangeFleets of six or more. Ask for terms. | CS-SV-X | 2 working hours | Next working day, replacement deck | 24 hours, seven days | Included. You keep the replacement | Contract, from 1,400 cr per deck per year |
And what we actually did
Rolling twelve months to week 37 of 2029. None of the three reached 100 %.
| Level | Committed | Median achieved | Inside SLA |
|---|---|---|---|
| Bench | 10 working days | 6.2 days | 94.1 % |
| Priority | 3 working days | 2.1 days | 97.8 % |
| Field exchange | Next working day | Next working day | 99.3 % |
Where we miss a committed turnaround, the docket charge is credited without being asked for. That happened 214 times last year.
Section 2 · The docket
Raising a docket, and what happens to it
Five steps, the same for a walk-in and a fleet contract. The only one people are surprised by is the third: nothing is fitted to your deck until a figure is agreed in writing, including under warranty, because a warranty repair can still turn up chargeable damage and you should hear that from us before we start.
1Raise a docket
Quote the deck’s serial to the desk. You get a docket number the same working day, and the clock starts when we have the deck, not when you raised it.
2Triage
A technician opens it and writes down what is actually wrong, which is not always what was reported. You get that note before we spend anything.
3Quote and consent
Nothing is fitted without a figure agreed in writing. If the repair is worth more than the deck we say so and recommend against it.
4Bench and test
Repair, then a full functional pass against the mark’s original test card. The card goes back with the deck, signed.
5Return
Cleaned, cell replaced if it is below 80 %, and your cache untouched. We do not read it and we do not back it up.
Your cache is your business
We do not read the cache on a deck we are servicing and we do not back it up. Where a repair will clear it (a cell change will, and so will anything touching the memory board) we tell you on the quote so you can decide what to do about it first. You can also send the deck with the memory board pulled. It does not slow us down.
Section 3 · Cover
Covered, chargeable, refused
The middle row matters most: almost nothing is refused for being your fault. Drop a Mk IV down a stairwell and we will repair it and charge you for it, and the warranty still stands.
| Covered under warranty | Manufacturing defect, component failure in normal use, memory board failure, jack assembly wear inside 36 months, firmware fault. |
|---|---|
| Chargeable | Drop damage, liquid ingress, heat damage, cell abuse, a memory board somebody else fitted, cosmetic work. |
| We will not do | Remove a manufacturer’s serial. Defeat an ICE interlock. Work on a deck we have reason to think is not yours. Modify a Mk V for 128 MB, which will not hold grade. |
Warranty terms, in one paragraph
Thirty-six months on the Mk IV and Mk V, twenty-four on the Mk III, ninety days on refurbished stock. Parts and labour. Runs from the date on the signed test card that shipped with the deck. Transfers with the deck when you sell it.
If the repair is not worth it
We say so, in writing, with the figure and the deck’s current refurbished value beside it. Roughly one docket in fourteen ends this way. You can still tell us to go ahead.
Section 4 · Parts
Ten years past withdrawal, written down
We hold service parts for a mark for ten years after we stop making it. The cost is priced into every deck we sell, and it is why a Mk I is still worth owning.
| Mark | Released | Withdrawn | Parts held until | Serviceable now |
|---|---|---|---|---|
| Mk ICS-1B-004 | 2018 | 2021 | 2031 | Yes, all levels |
| Mk IICS-2C-008 | 2020 | 2023 | 2033 | Yes, all levels |
| Mk IIICS-3C-016 | 2022 | In production | 2039 at the earliest | Yes, all levels |
| Mk IVCS-4D-032 | 2025 | In production | 2039 at the earliest | Yes, all levels |
| Mk VCS-5A-064 | 2028 | In production | 2039 at the earliest | Yes, all levels |
A mark still in production has no withdrawal date, so the ten years have not started. The figure shown is the floor.
Section 5 · Other makes
We take in decks we did not build
We have done since 2011. Other makers’ failures have taught our chassis drawings more than our own returns have.
| Nitrosoft | Out of warranty only, and we tell you first whether it is worth the labour. Their decks are quick and their chassis are not built to be opened twice; we charge for the second hour accordingly. |
|---|---|
| Own-build and one-off | Diagnosis only, 80 cr. If we cannot get a schematic we hand it back. |
| Pre-2018 decks, any make | Case by case. Bring it in; the answer depends on what is inside it. |
Diagnosis on a deck we did not build is 80 cr and is credited against the repair exactly as ours is. Bench level only. We cannot hold spares for another maker’s hardware, so we do not offer priority or field exchange on it.