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      Our Support
      for Seamless Service

      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.

      Talk With Us Why UBEO
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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.

      Our Assessment
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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.

      Why We’re Great to Work With
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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.

      More on Master Technicians
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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.

      Introduction
      Walkthrough
      ANALYSIS
      FINDINGS
      IMPLEMENTATION
      ACCOUNT REVIEW
      EQUIPMENT REFRESH
      introduction

      A Business Technology Assessment will begin with a conversation around the goals, initiatives, projects and future growth of your organization. We seek to understand the goals of your organization so we can align your technology to help meet those goals. We seek to serve you as a strategic partner, not a vendor.

      Walkthrough

      Next, your UBEO team will walk your facility and collect data for analysis. We interview your users to uncover their challenges and identify areas of improvement while observing your workflows and your devices’ condition. We also will review your current agreements, expenses, and other hidden costs to provide a comprehensive view of all investments associated with your business technology.

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      Most of the work is done in the Analysis phase. Your UBEO analyst will compile all of our data and observations. We produce a deliverable that communicates a clear understanding of costs, existing challenges, and areas of improvement.

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      At this stage, we present the results of the entire assessment to your leadership team and dig deep into the information. The goal of this exercise is to provide a complete view of the hard and soft costs associated with your technology and report the experience your users have with the current technology on a daily basis. UBEO's one-of-a-kind acquisition program, as well as our brand-agnostic solutions, will be co-authored with key decision-makers in your organization to create a strategic solution tailored to your unique needs.

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      As a strategic partner, we move into the implementation phase that is led by our team of Systems Engineers, the Business Analyst & Solution Specialist to ensure your strategic solution is implemented as agreed upon by both organizations.

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      There’s a lot of information in a BTA. Once we’ve identified your goals, challenges, and a plan, we want to know how you did. We want to know how we did, too. As your partner, our success is driven by your success.

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      Now that we’ve had a chance to optimize your goals and processes, let's make sure your equipment stays up to date. UBEO’s expert analysts and technicians are your biggest advocates for ongoing, reliable support. Our brand agnostic approach to equipment means we can provide you with the best solution for your goals.

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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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