Hardware Warranty and Break-Fix
Contracted protection for your technology estate.
Hardware failure can disrupt a user, a site or a critical service. Aura provides contracted, multi-vendor warranty and break-fix support for workplace equipment and business-critical infrastructure.
Through one support contract, we coordinate diagnosis, repair and replacement—helping reduce downtime, control unexpected costs and keep essential technology operational.
Flexible estate cover
Bring different equipment under one support agreement.
Aura can provide support for eligible new, existing and legacy equipment.
This allows organisations to bring devices from different manufacturers, locations and warranty positions under a more consistent support arrangement.
Laptops and desktop computers
Servers and storage
Networking and connectivity equipment
Specialist workplace technology
Different response levels can be applied according to the importance of each asset and the operational impact of its failure.
From diagnosis to resolution
Engineer attendance and repair
When a supported device develops a fault, your team raises the issue through the agreed Aura support process. Aura then coordinates the response from diagnosis through to resolution.
Aura then coordinates the response, which can include
- Initial fault assessment
- Remote diagnosis
- Engineer attendance
- Replacement-part sourcing
- On-site repair
- Repair-progress coordination
- Escalation through to resolution
97%
Up to first-time fix rate
Reduce repeat visits
Up to 97% first-time fix rate.
Where a covered component has failed, the appropriate replacement part can be sourced and fitted as part of the support agreement.
An effective diagnosis process, experienced engineers and access to replacement components support a first-time fix rate of up to 97%, helping to reduce repeat visits, extended downtime and disruption.
When repair is not possible
A clear outcome for equipment that is beyond repair.
Some faults cannot be economically or technically repaired.
Where covered equipment is confirmed as beyond repair, a replacement device can be provided in accordance with the agreed support contract.
This creates a defined resolution route and reduces the risk of an unexpected capital expense following hardware failure.
Extend useful device life
Manufacturer warranty expiry does not always mean replacement.
Eligible out-of-warranty equipment can be covered through a contracted Aura break-fix service.
This can help your organisation extend the useful life of existing technology while retaining access to engineers, repairs and replacement parts.
One support contract
Reduce the number of providers your organisation manages.
A multi-vendor agreement can help you:
How the service works
Support structured around your technology estate.
01
Provide your asset information
Send us the manufacturer, model, location and current warranty status where available for the equipment you need to protect.
02
We assess the estate
We review the equipment, its age, condition, location and operational importance.
03
We recommend the appropriate cover
Aura proposes suitable response levels, contract terms and replacement options.
04
Your support contract begins
Once agreed, the eligible equipment is covered for the duration of the contract.
05
Report faults through Aura
Your team raises hardware issues using the agreed process, and we coordinate the response through to resolution.
Protect your technology estate
Find the right support contract for your technology.
Send us your asset list and required response levels, and we will prepare a support proposal based on your equipment and operational requirements.