Serve shield remote & onsite support partners
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ServePro Warranty Services Pvt Ltd is a subsidiary of inTarvo Technologies Limited based in New Delhi, India that specializes in extended warranty and technical support programs. They offer various support plans including remote support and on-site support for desktops, laptops, and printers. For hardware issues requiring on-site support, ServePro's call center will schedule a visit from an authorized ServePro Service Partner who will diagnose the problem and provide repairs or replacements, with customers paying directly for replacement parts.
Serve shield remote & onsite support partners
- 1. ‘S e r v e S H I E L D ’ Remote & Onsite Assist for Desktops & Laptops © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 1
- 2. About ServePro Warranty Services Pvt Ltd ServePro is based in New Delhi as 100% subsidiary of inTarvo Technologies Limited. We specialize in creating and managing EWS & Tech-Support programs at very reasonable cost and increase customer satisfaction. Key Deliverables include: 1. Warranty Extension Service Plan Pricing & Design 2. Remote Services Management 3. Pan India Service Network 4. Claims Management 5. Order Acceptance Processing 6. Marketing and Sales Assistance We handle all aspects of WES plan program that are so vital in today's competitive landscape. We also provide strategies to help you improve market share and gain a competitive edge. We work with you to deliver customized programs and services that speak to your customer segments and meet your immediate and long- term business goals © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 2
- 3. ‘ S e r ve S H I E L D ’ Support Plans Support Plan-1 Support Plan- 1A Support Plan-2 Support Plan-2A In case of Hardware support/failure/upgrades, Call Center Agent will schedule a call to an Authorized ServePro Service Partner (SSP) for further action. Our Customers will pay directly to the SSP for Spares needed to make the unit in optimum working condition. (Replacements or Upgrades). ServePro will pay service charges to the SSP per closed call. © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 3
- 4. SOW for ‘S e r ve S H I E L D ’ Support Key Points (Scope of Work):…………..Type of Support 1. Product Optimization Support - Remote 2. Product Management Support - Remote 3. Networking Support- Remote 4. Email and Internet Support- Remote 5. Operating System Support- Remote & Onsite 6. Printer Support- Remote 7. Hardware Support- Onsite/Carry-in 8. Security Support- Remote 9. Software Support- Remote © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 4
- 5. SOW for ‘S e r ve S H I E L D ’ Support Scope of Work for Hardware Support – Onsite/Carry-in What we Support How we Support General Issues § Desktops § Installation § Not Powering On § Laptops § Setup § Stuck Keys § Hardware Performance § Printers § Noisy Computer Enhancement § Bundled Devices § Diagnostics § ODD Can't Read/Write Media § Repairs & Upgrades § Hard Disk Making Noise § Resolve common hardware issues § Heating Issues § Troubleshooting common problems § Electric Shock (Bundled & Licensed Softwares only) § No Display with Power On § Getting Lines on Display Screen § Can't Switch on wifi button § Laptop not getting charged § Forgot Bios Password § Touchpad not working § Setup and Configure New Local Printers § Advice in Feature and Functionality of Printers © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 5
- 6. ServeSHIELD- Onsite Delivery Process Customer ServePro Call SSP ServePro Center Register the Plan onsite Visit Or Customer customer Received Defective complaint Product Check & Verify Diagnose the Problem Receive Monthly product claims of the partner from Resolve the Cirims YES Problem remotely Is YES SSP Gives (Own) NO NO Part/Spares Estimate to Required customer Product Defective Customer rejects Validate & YES NO the Quote at his process the claim Customer Approves the discretion Estimate on mutual agreed Complete Repairs Payment terms with SSP Allocate the call to (Spares payment will not be Service partner Engineer responsibility of ServePro) Send Service Assembles restore QC /QA Claims Invoice original parts of Supply/Install for Payment Close complaint in the unit CRM Spares & Complete Repairs QC /QA Prepare call report Prepare call report & delivery slip, & delivery slip, take customer take customer Received ACKN Received ACKN Close Return W/O Repair Close Call in CRM
- 7. ServePro- Partner SSP Payouts Product Wise SSP Pay-Out Service Category: ServeSHIELD Remote & Carry-in/ Onsite Support Call Return/ PRODUCT Distance Slab Rates Per DETAILS Service Type (1way) Repaired Call Closed Without SLA TAT repairs Desktops Carry-in NA 200 125 L1= 1BD, L2/3/4= 3BD 90% Laptops Carry-in NA 275 175 L1= 1BD, L2/3/4= 3BD 90% On-site 0-50km 275 175 L1= 2BD, L2/3/4= 4BD 90% Desktops On-site 51-150km 350 250 L1=3BD, L2/3/4= 6BD 90% On-site 0-50km 325 200 L1= 2BD, L2/3/4= 4BD 90% Laptops On-site 51-150km 425 275 L1=3BD, L2/3/4= 6BD 90% No spares used (Adjustment, re-soldering, Replacement of Module assemblies, Level L1 Level L2,3,4 software installation/upgrade Etc) Spares, Component Level Repairing etc Transportation Rates for onsite calls are inclusive of the visit/s charges and transportation charges etc *Spares are not included in ServePro SOW. If Spares are needed to successfully repair the product, SSP will give own Quote and establish own payment terms to the Customers. *Parts supplied by SSP should carry a warranty as per OEM/Manufacturing (90 days to1 year) based on products. *Any successful repaired/closed call will have warranty of 60 days by SSP * A call will considered closed for payouts only if repaired/deleivered to customer's satisfaction with Jobsheet signed by the customer & updated in Cirims. * In case of customer not willing to get the spares replaced from Partner end. Customer acknowledgement (signature & date) has to be taken on the call slip for payout eligibility for RWR call charges * Above rates are for a successful closed call as per conditions mentioned above. * Payment Terms: Service claims within 45 days from the approved invoice date © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 7
- 8. ServePro’s Value Proposition Service Revenue Component Spares Level Sales Repairs ServePro Value Proposition Low Customer Investment Base Market Reach/Image © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 8
- 9. Our Win-Win Partnership! Looking Forward to Work Together! Mushtaq Ahamed Head Service Delivery partner@serveprowarranty.com 080-41312707 +91-9611231396, www.serveprowarranty.com Corporate Office: B-45, Sector 80, Noida Phase - 2 Uttar Pradesh 201 305 (INDIA) THANK YOU!!!! © 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 9