XtraCare Services

Offering Channel Partners all the Support & Help They Need

Through XtraCare, Gen-X IT enables it’s UK channel partners to offer their end-user customers a comprehensive, high quality and competitively priced portfolio of on-site services. These range from system design and installation before the hardware is installed, through to support and maintenance once it is in place.

We can provide a range of support services across the UK, Ireland and mainland Europe. Our highly trained certified engineers guarantee a high quality of service, improving uptime, availability, and operational efficiency whilst reducing costs. XtraCare provides support across all major technology platforms and vendors, ensuring fast resolution time through on-site or field-based technical teams.

Our in-house marketing team can even brand these services so that they appear to be provided directly by you, meaning that you get all of the benefits of being able to offer a comprehensive range of support services without any of the costs and hassles of service provision.

We can offer support to our resellers in the following areas:

Maintenance Services

All XtraCare maintenance services are delivered through a single-point-of-contact utilising the comprehensive range of skills and resources within a dedicated 24/7 technical assistance centre. From here all incidents are managed and dealt with in the most efficient manner. Our multi-vendor approach is delivered through a wide network of experienced field engineers and allows our channel partners to offer a more responsive and efficient support solution to their Customers.

The range of Maintenance Services we can offer include: 

• UK, Ireland and mainland Europe coverage
• A single point of contact for all related incidents
• Networking devices & server support
• Guaranteed responses and fixes within defined service level agreement
• Access to 48 spares locations
• A vast network of skilled field based engineers backed up by specialist consultants
• 24/7 Service Desk and call logging facility
• Service delivery management
• Remote and onsite trouble shooting services

Among the vendors whose products we can support are:

Installation services

XtraCare can provide a dedicated installation team of highly qualified engineers, so whatever the requirement you can be sure that we have the coverage to assist with your network or server requirements. The support engineers we use are trained and certified by market leading hardware vendors as system engineers and will provide a full network installation service; they have the necessary knowledge and infrastructure for all types of system installation.

All work generated by our channel partners and technical staff is actively managed, so whatever the installation requirement you can be sure it is logged and tracked. If you require maintenance cover on equipment that is installed our technical staff will identify the spares requirement. We have access to an extensive spares inventory which ensures we can achieve the required fix times across all support contracts.

Service Desk

All our Support Services are backed by a 24/7 support desk. Managing service commitments and keeping your customer’s networks mobile is its core goal. Support today is more complex than it has ever been, technology is constantly advancing, the infrastructure is rapidly converging and the demands from your customers change as their businesses evolve. The service desk addresses the challenges of managing today’s complex service and support requirements. This means we can provide a comprehensive and scalable service management solution that is available to your customers 24 hours a day, 7 days a week, all year round.

IT Disposal

XrtaCare can provide a disposal and recycling service designed to remove all of your redundant laptops, monitors, desktops, servers, storage units, telephone systems and all other types of networking equipment. This service ensures that all disposals are done in a safe, secure and environmentally sensitive way. All sensitive or secure items, such as hard drives, are disposed of on site in front of the customer, with certificates issued as proof of elimination, so you can be confident that all items leaving your site have been dealt with following the right procedures. With the Waste Electrical and Electronic Equipment (WEEE) Directive coming into force along with the Data Protection Act of 2000, sensitive information and computers must be disposed of in a secure manner. Failure to comply with these Regulations could result in fines or civil action against you and your company.

If you would like further information on any of our portfolio of services, please contact us using the form below, or ring us on +44 (0) 844 873 2144.