Mobile Support Services & Device Lifecycle Management

Mobile Device Lifecycle Support Services

For over 30 years, Peak-Ryzex has been a leader in providing mobile device depot repair services and OEM warranty management. With state-of-the-art depot repair centers in the US, Canada and Europe, our highly trained staff provide cost-effective and timely services for delivering quality repairs. Peak-Ryzex also manages the manufacturers’ depot repair processes, making it easy to have multi-manufacturer support under a single contract regardless of whether you have consumer-type devices, rugged or a mixed mobile estate.

Advanced Exchange / Spares Management

The Advanced Exchange / Spares Management Program offers maximum protection from downtime and minimizes the disruption caused to your operations when a device needs to be repaired. Peak-Ryzex manages your installed mobile device base using a customer-owned spares pool, which is maintained at the Peak-Ryzex depot facility. Whenever needed, pre-configured replacement units are shipped to your facility overnight. Simply return the failed unit to the depot center, and it will be repaired and placed into the available spare pool inventory. By leveraging the Advanced Exchange program, less internal resources are required from your side to manage buffer stock, track assets, configure and stage devices. In addition, reporting and fault analysis data is easily available through the Prism Portal customer portal to enable information-driven business decisions.

Key Features & Benefits

  • Replacement devices shipped when the request is received
  • Pre-configured replacement device is shipped same day if call is logged before 5 PM EST
  • No need for you to hold and manage buffer stock at each of your locations
  • Buffer stock is held centrally, in a secure customer-specific location
  • Replacement device is ready to use out of the box
  • Your specific firmware, application and configuration is pre-loaded on each device prior to shipping
  • No need for your internal IT resources to touch devices and spend valuable time configuring every return
  • 24 x 7 access to the Prism Portal customer portal
  • The Prism Portal customer portal provides an easy Repair Authorization (RA) process

Help Desk

Peak-Ryzex offers a full range of Help Desk services to support your mobile deployments within the supply chain and mobile workforce. Peak-Ryzex has the industry knowledge and technical know-how to deliver support solutions that provide companies the edge they need in today’s competitive marketplace. The Help Desk provides centralized, consistent support service for your mobile users, giving you the freedom to focus on your core competencies. The main goal is to increase the first-call resolution rate, thus increasing customer satisfaction. Our team focuses on isolating the caller’s issues, for example, OS, application, connectivity and device level configuration/functionality. The Peak-Ryzex Help Desk provides an immediate point of contact for technical query resolution to maximize uptime, productivity and predictability across the mobile workforce. Our aim is to provide your internal support teams with a place and person to come to and log all incidents related to the mobile technology you use.

Help Desk features include:

  • Certified, trained and experienced Help Desk resources
  • Mobile Device Management (MDM) tools for remote access and troubleshooting
  • Outsourced MDM management
  • Hardware, firmware, application and wireless carrier troubleshooting
  • Flexible response time SLAs (Service Level Agreements)
  • Ability to call, email requests or enter them through the Prism Portal