Data Support Services
Desk Side Support
Figure8 is an innovative technology services, specialising in solution design and delivery of fully customised, scalable and cost effective service solutions for technology equipment in high volume, high transactional environments. Using a pool of internal expertise and experience and partner resources across Australia, Figure8 is able to drive down overall cost, whilst being truly agile and flexible in its solution design and delivery of services. Figure8 services include field maintenance services, project/IMAC, desk side support, logistics and distribution, call centre, workshop repair, procurement, asset disposal and data/electrical services. Figure8’s Autom8 call management underpins its operations, leveraging available technologies to fully automate its operations, leverage mobile technologies and fully interface with supplier and client systems.
Figure8 provides end to end onsite remedial maintenance services, including full call life cycle management, spare parts provision and management including workshop repair and all back of house logistics, onsite repair services including diagnosis, swap or repair and testing.
As a separate service or complimenting remedial maintenance, Figure8 provides end to end onsite preventative maintenance services, either scheduled or on demand. Preventative Maintenance may be coupled with other activities, whereby maximising the onsite opportunity and minimising downtime and disruption.
DATA RECOVERY & RE-IMAGING
Onsite imaging of equipment onsite is often a requirement where a system storage device has been replaced as part of a remedial maintenance activity. Figure8 provides end to end onsite reimaging and data transfer services. Reimaging and data transfer is an extension of remedial maintenance services, furthermore maximising the onsite opportunity and minimising downtime and disruption, whilst engaging with a single provider for a genuine end to end fault resolution service.
DESK SIDE SUPPORT
Figure8 Desk Side Support services provide for various support services, usually scheduled, relating to onsite and remote Level 1 and 2 SOE support, IMAC services, desktop break fix support and server support These services often compliment or replace IT department support and provide for a specialised, qualified and cost effective solution for corporate environments.
As a separate service or complimenting remedial and preventative maintenance, Figure8 provides end to end onsite presentation maintenance services, either scheduled or on demand. These services maintain certain aesthetic standards, in particular, end user devices, whereby enhancing the overall customer experience. Graffiti removal or cleaning due to frequent use are such examples of presentation maintenance services offered. Maintenance may be coupled with other activities, whereby maximising the onsite opportunity and minimising downtime and disruption.
INSTALLATIONS, MOVES, ADDS & CHANGES
Installations & Retrofits
INSTALLATIONS, RELOCATIONS, UPGRADES & RETROFITS
Figure8 provides end to end IMAC services tailored to specific requirements, time frames and budgets, delivered at any time on any day. IMAC activities are scheduled activities delivered by qualified and experienced project managers and technical personnel, or may be integrated into remedial maintenance activities where a replace/upgrade/retrofit on fail is the preference.
Figure 8 staging services are broad from simple pick and pack, through to complex builds, including imaging and testing and asset registration. Staging services are scheduled activities delivered by qualified and experienced project managers and technical personnel and are generally completed off site, in fit for purpose environments. Flexibility to complete some staging tasks in situ is an extension of these services.
Project services operate two pillars – New business transition and IMAC services. New business engagements and IMAC works follow a proven project plan and are fully consultative throughout the planning and delivery phases. Figure 8 Project services are underpinned by proven project management methodologies, delivered by qualified and experienced Project Managers. Exceeding expectations and delivering within budget are fundamentals underpinning all Figure8 project services.
CALL CENTRE SERVICES
The Figure8 Call Centre provides for two incident engagement options, including simple catch and dispatch and Level 1 triage services, complete with knowledge base references to provide for remote resolution. Services can be provided directly to end users or function as an escalation from a client’s internal helpdesk. Additional services include data capture, overflow and special projects. Whilst the Figure8 Autom8 Service Management System is the primary database of record, flexibility is offered to update client systems, independently or in conjunction with the Autom8 Service Management system (swivel seat). The Figure8 Call Centre operates 24hrs per day, 7 days a week and is based onshore, right here in Australia.
WORKSHOP REPAIR SERVICES
Figure8 workshop repair services are comprehensive to component level, utilising the latest diagnostic equipment. Workshop facilities offer carry in/receipt front of house, product assessment including formal bench quotation management, repair, upgrade, retrofit and dispatch services. Repair services include, but are not limited to general repairs, multi-layer boards, ball grid array devices, surface mount and hole through, restoration or replacement of failing components and electromechanical repairs.
All bench activities includes the provision of all components, including proprietary or licenced products.
LOGISTICS & DISTRIBUTION SERVICES
The Figure8 logistics and distribution network provides the foundations for the delivery of all field services. This network provides for fit for purpose storage capacity and packaging, standard or express sensitive freight services, all underpinned by strict parts tracking processes and systems, managed through the Figure8 Autom8 system.
Asset Disposal & Recovery
Data & Electrical
Figure8 offers a range of compliance services, including environmental, hardware and software audit support. Services may be delivered physically and/or remotely, subject to the specific requirements of each audit. At a minimum, information gathered from these audits is collated and delivered to the client, extending to procurement and project services, if required. Audits can be scheduled at any time, thus minimising any disruption to end users or customers.
Figure8 procurement services serve internal maintenance support requirements, whilst providing client procurement services, including strategic advice, from time to time. The breadth of procurement services is significant including such new and refurbished desktop, server and infrastructure devices, software, genuine and aftermarket consumables, components, modules, cabling and other incidentals and custom designed or custom build requirements. Figure8 procurement partners are global, offering quotations within 48 hours and delivery from next business day, subject to stock availability. Furthermore, as a value added service, Figure8 manages the end to end warranty process for its clients.
ASSET DISPOSAL & RECOVERY SERVICES
Figure8 Asset Disposal services encompass three pillars – asset disposal, asset on-sale and data sanitation. Asset disposal is end to end including collection from anywhere in Australia, asset check in and recording, asset on sale to offset some or all of the disposal costs and de-manufacturing. De-manufacturing processes are underpinned by ISO14001 Australian Standards with less than 1% contributed to landfill. Data sanitation services offer totally secure data erasure to according to numerous data erasure standards. All asset disposal and data erasure services include provision of detailed audit reports and certificates for complete peace of mind.
DATA & ELECTRICAL SERVICES
Figure8 Data and Electrical services provides for additional capability facilitating a fully outsourced IT project outcome. Services include test and tag compliance testing, provision of all data, electrical and telco requirements.
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