Maintenance & Break-Fix Services

Customer Contact Centre (CC)

Field Service Engineering

Inventory as a Service (IaaS)

Repair as a Service (RaaS)

Data Analytics

Maintenance & Break-Fix

Whatever technology you use, we’ll keep it running.

Vista Technology Support provides preventative and highly responsive on-site IT and EPoS maintenance services to some of the most well-known retail, hospitality and healthcare organisations. IT maintenance is often referred to as break-fix within these sectors and is a critical component of the retail, hospitality and healthcare technology support infrastructure.

Vista was established in 1995 as a PoS maintenance company, and its very first customers were Primark and Greenall’s Inns, working with these well-established organisations provided Vista with the foundations to become the industry leader in the field of retail, hospitality and healthcare IT services. For over 25 years the business has evolved in terms of its suite of services, the technology it supports for its customers and the sectors in which it operates.

Today, Vista Technology Support provides “break-fix” maintenance to over 120 well-known retail, hospitality and healthcare organisations, including two of the world’s largest restaurant chains, the UK’s largest hotelier, one of the fastest growing grocers in the UK and many other well-known brands operating in convenience, high street and entertainment centres.

Our customers benefit from highly responsive SLAs, which range from 2/4/6/8 hour and next business day resolution, with 365-day cover and service day windows tailored to suit each individual customer requirement.

Vista has extensive expertise in supporting all technology that our customers use to run their retail, restaurant and pharmacy operations. Our technical teams maintain all technology from parking and ticketing kiosks and drive-thru tech outside of their businesses to networking equipment, servers, PCs, self-checkout kiosks, PoS and peripherals, chip and pin, kitchen management systems (KMS), digital signage, IoT devices and prescription management systems. Vista’s inventory as a service (IaaS) model holds over 5,000 unique parts and a total inventory of 200,000 retail, hospitality and pharmacy technology components, which has been instrumental in expediting incident resolutions and reducing the cost of service and system down-time for our customers.

Vista Technology Support maintains both legacy and the latest technologies and maintains excellent relationships with manufacturers. The business supports a range of retail technology from manufacturers including HP, Aures, Diebold Nixdorf, NCR, Box, Toshiba, IBM, 4PoS, Brother, Zebra, Datalogic, Acrelec, Evoke, Ingenico and VeriFone.

 

Our Service Delivered by Our People

Unlike many retail, hospitality and pharmacy IT service providers, Vista doesn’t outsource any part of our IT break-fix maintenance services – all of these services are provided by our colleagues who have been trained to the highest standards.

Flip through our brochure for a quick overview of our Maintenance and Break-fix service:

Core Components of Vista’s IT Maintenance & Break-fix

Our Colleagues
The most important component of any IT services business is its people and we believe that we have the best in the industry. Vista has a great people culture where colleagues are encouraged to do the best they can for our customer and our business. Our colleagues genuinely care about our customers and their teammates and we have built a very successful business on these people foundations. Our customers interact with their dedicated service delivery and account manager to discuss service performance but also review data insights from the data that Vista analyses as part of the service.
Data Analytics and Insights
Data is at the heart of everything we do. Vista receives and resolves over 200,000 technical incidents every year. This means that we process and store enormous amounts of data relating to technology events and failures. Our Data Analytics team analyses both structured and unstructured data to provide data insights that help inform customer operational and technology strategy.
Technical Services Group (TSG)
Vista’s team of technical analysts is on hand to monitor the IT break-fix incidences that are logged by our customers. They work closely with the Contact Centre and their role is to help identify the root cause of the IT incident, resolve remotely if possible or if an engineer is required ensure that the correct part is despatched. The team also monitors FSE performance throughout the day and will interact with FSE’s if they appear to be having technical difficulty whilst at a customer’s site.
Inventory as a Service (IaaS)
Vista’s break-fix maintenance service includes a full Inventory as a Service whereby we can procure and manage all service stock requirements for the duration of the contract. If customers already own these assets Vista can either manage these on their behalf or purchase the spares pool and amortise these costs over the term of the contract. Vista’s IaaS model is unique in that the service is provided by our employed colleagues as opposed to the traditional model of a selection of partners providing a managed service. Therefore, Vista’s service has been proven to expedite incident resolution, reduce the cost of service and system down-time.
Repair as a Service (RaaS)
Located in South Wales – Vista’s Repair Centre team of 33 highly skilled and experienced electronic, PC, mobile and printer engineers, repairs a large range of retail technology. Vista’s Warranty Repair Centre has been approved by several leading manufacturers, including HP, Dell, Epson, TES and Brother. Our Repair Centre engineers use advanced circuit board reflow technology which enables them to successfully repair 97% of the devices that are returned for repair; the remaining 3% are either re-purposed or recycled in line with WEEE regulations.
Systems and Technology
Vista has been commended by its customers for the use of technology in the delivery of it services. The team is able to develop systems and shape technology investments and updates to meet the ever-changing needs of our customers.
Client Services & Engineer Allocation

Vista’s Client Services & Engineer Allocation is at the forefront of our maintenance service. The team is on hand to directly receive IT break-fix incidents from our customers via their own IT helpdesks or via Vista’s 1st and 2nd line helpdesk. Incidents can be logged via a system-to-system integration, via email, ’phone or by using Vista’s in-house developed customer portal. The team obtains an accurate description of the fault and schedule either a Technology Services Group (TSG) colleague to investigate or a Vista field service engineer to attend the customer’s premises. The team manages the full lifecycle of the call to ensure that the engineer arrives within the contractual SLA with the correct part and resolves the customer’s IT issue.

Field Service Engineering
Our highly trained industry specialist engineering team of over 130 covers the length and breadth of the UK and Ireland. This provides our customers with the comfort that there is always an engineer in close proximity to their business premises. FSE’s receive detailed training on the most complex areas of our customers’ IT hardware and software applications. They use the latest technology to navigate to our customers’ premises and are also well supported with up-to-date knowledge-based articles (KBA’s). As an environmentally friendly business, all engineering technical documents are accessed through mobile tablets, which means that paper-based manuals are a thing of the past.
Warehouse and Logistics
Vista’s in-house developed stock management systems are key to the success of our IaaS model and ensure we provide its customers with end-to-end tracking of all parts. Our network of forward stock locations throughout the UK and Ireland mean that parts required for the most urgent of calls are located no more than 30 minutes away.
Deployment Centre (DC)

Vista’s deployment team is on hand to manage our customers’ software image library. The team works directly with our customers to establish gold build image disks that are centrally controlled, stored and distributed to our field service engineers. This function of break-fix IT maintenance enables our FSE’s to resolve both hardware and software application issues whilst at a customers’ premises. The team works with some of the most established retail and hospitality software application providers including Flooid, Aptos, GK, LS Retail, Oracle and many more. The Deployment Centre also manages many of our customers’ handheld and mobile device configurations using mobile device management (MDM) tools.

Quality Assurance

Vista’s maintenance contracts are all underpinned by pre-defined service level agreements and the business consistently exceeds contractual SLA targets. Vista is ISO 270001 and ISO 20000 certified, P2PE holds a Attestation of Compliance (AoC) and Attestation of Validation (AoV) for the latest requirements of PCI-DSS P2PE. Vista is also working towards accreditation to ISO14001. The business also is an Investor in People (IIP) and Cyber Essentials Plus accredited.

Vista can confidently state that whatever your IT maintenance requirements, we can provide you with a break-fix solution that meets your business needs and budget.

Shops, restaurants, cinemas and pharmacies all operate different business models and sell their products and provide services to customers through a variety of channels. However, when it comes to customer-facing trading environments, businesses operating in these sectors all have a significant dependency on the performance and reliability of the technology that is installed to assist colleagues and their customers.

Rest assured, whatever your industry and whatever technology you use, Vista Technology Support is on hand to resolve your technology challenges leaving you and your teams to focus on your customers. To find out how your business can benefit from our IT Maintenance and Break-fix Services simply email us on sales@vistasupport.com or call us on 0330 135 5795 to obtain expert advice from one of our experienced Business Development Managers.

View our other Services

IT Service Desk

Find out more

IT Project Services

Find out more

Corporate Service Desk

Find out more

IT Procurement

Find out more