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Hardware Support

Hardware Support provides a single source for multi-vendor IT hardware maintenance across the entire technology stack.

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Vendor supported and end-of-life systems maintenance

We deliver maintenance services for both in-life vendor supported systems and systems that are now end-of-life (EOL) and unsupported directly by the vendor.

This ensures you can continue to operate your infrastructure for an extended period without being controlled by vendors’ refresh cycles and provides the opportunity to gain additional return on investment on your technology.

With over 25 years of experience in the industry, we have proven expertise in solving issues within industry-leading resolution times, supporting all leading vendors including Cisco, Microsoft, HPE, VMware, DELL, NetApp and more.

Benefits of Chess Hardware Support

Extensive Partner Network

Sooner or later your hardware will suffer a fault and when this happens, your priority is to repair and restore services as quickly as possible. Our comprehensive partner network is the solution you can rely on, reducing your risks, and protecting your business.

Local spares holding with saturation coverage through our extensive partner network allows us to meet the tightest of SLA’s with the personalised service you expect from Chess, without having to outlay any costs.

Aligned  to your business

Chess Hardware Support provides you with service levels that align to your business needs, giving you value for money, ensuring parts and accredited engineers are available when they are needed.

 With the ability to choose from a variety of service levels, you can also choose whether you have parts only cover or parts and engineering, enabling you to reduce risk, without having the unnecessary outlay of maintaining spares.

Reduce costs

In 2016, most of the major manufacturers introduced a charge for access to firmware that had historically been given away. Devices with remaining manufacturer warranty are covered for access to firmware. However, once that warranty has expired you need to pay for access to firmware.

Where firmware upgrades are not required then you can save money by opting out of this scheme. This provides all the assurance of our spares and engineering services at a more affordable price point.

Key features of Chess Hardware Support

You’ll have the support of our highly skilled and technically proficient 1st to 3rd line Service Desk
team, who will provide advice and guidance alongside resolving any service tickets. This will
be your single point of contact, giving you access to over 100 expert technical staff, reducing pressure on in-house resources and saving you time and money.

We have a nationwide network of highly trained accredited field-based engineers to support multiple vendors and multiple platforms. Reduces your costs providing cost-effective hardware support.

We have fixed and guaranteed response contracts. Replacement equipment is pre-staged at geographically dispersed forward spares locations to ensure SLAs can be achieved. Proven service that consistently exceeds SLA.

We work together with vendors across our whole portfolio to deliver first-class customer experience and knowledgeable advice at any time. Some of our strategic partners are Cisco, Dell, Microsoft, NetApp, HPE, Meraki, Ariba, Sophos, Poly and others.

We have a nationwide team able to respond within an hour 1 hour. Certified, multi-skilled engineers supported by senior technical consultants as well as locally held spare parts ensure a timely resolution. 

For more information read our
Chess Managed Services brochure. 

Service hours to fit your business

We manage hardware incidents through to resolution – within contracted
“Fix” service levels SLAs to support the criticality of the hardware being used.

4hr Guaranteed fix time 

for mission critical infrastructure items creating multi-user failure.

8hr Guaranteed fix time

for less critical equipment.

16hr Guaranteed fix time

usually for equipment causing single user failure, such as local printing.

Next business day

response only, no guaranteed fix time.

Your Journey with Chess

Chess help organisations across the UK with our standard approach of Consult, Deliver, Adopt and Support enabling smooth and efficient services, from Cloud adoption to embracing the Modern Workplace.

Working alongside many of the biggest names in the IT industry, Chess is trusted to deliver the highest standards of service and knowledge.

An on-going investment in training for our sales and technical people ensures their knowledge is always current and relevant.

This is backed by pre-release information and direct support from manufacturers, allowing us to advise on and supply the very latest services, solutions, products, and updates.

ISO Certifications

Chess is currently compliant according to the below quality certifications:

Useful Resources


Benefits of Outsourcing Your IT

Buyers Guide

Managed Security Services


5 Business Functions to Outsource


Managed Security Services: What you need to know

Speak to a Product Specialist

You can fill out the form and one of our product specialists will contact you shortly with more information.
To contact our Sales team directly, please call 0344 770 6000 and choose option 4.
Customer Service
For general queries or to report a non-urgent fault, please log a ticket on our customer portal using the email address associated with your account. Logging a ticket is quick and easy to do. Once you have logged your ticket, we will respond within 24 hours or your Service Level Agreement, whichever is quicker.
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