What the problem usually looks like
Remote-first support works until something physical breaks: a switch in a branch cabinet, a starter with no laptop, a floor of docks that stopped charging. Most teams solve this with ad-hoc local contractors, which means inconsistent quality, unpredictable callout costs and no shared record of what was done.
How CMDLAB delivers it
01
Site survey and runbook
We document each site: hardware, network hand-off, access process, spares held locally and escalation contacts. That runbook is what makes the second visit as fast as the first.
02
Engineer coverage plan
Sites are mapped to named engineers within travel radius, with a defined backup. You know who is coming before the ticket exists.
03
Ticket intake and dispatch
Requests arrive from your ITSM tool, email or phone. We triage, confirm the SLA clock and dispatch, updating the ticket in your system, not ours.
04
Close-out and reporting
Every visit closes with photos, asset updates and time on site. Monthly reporting shows SLA attainment, repeat-issue patterns and where a permanent fix is cheaper than continued visits.
WHAT'S INCLUDED
Triage and dispatch within agreed hours
Deskside support and hardware break-fix
Installs, moves, adds and changes (IMAC)
Network and comms-room smart hands
Local spares management
Monthly SLA and trend reporting
PRICE MODEL
Fixed fee per site, per month. Project and one-off visits quoted per day.
TYPICAL OUTCOME
Clients typically cut per-incident onsite cost by around 30% while raising first-visit-fix above 90%.
OTHER SERVICES
Hardware Asset Management
One accurate record of every device from purchase order to disposal certificate.
Asset Disposal
Compliant end-of-life processing with certified data erasure and value recovered where it exists.
Identity & Access Management
Joiner, mover, leaver and privileged access run as a controlled, evidenced process.
BOOK A CONSULTATION
Tell us what the estate looks like.
Send the form and it routes straight to query@cmdlab.eu. We reply within one business day with two proposed times.
EMAIL
query@cmdlab.euCOVERAGE
18 EU countries · UK · remote-first with dispatched engineers
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