Break Fix is a labour‑and‑parts‑inclusive maintenance service for IT hardware. When something fails, our engineers diagnose and resolve it within agreed SLAs, keeping your teams productive and systems online. It’s simple, reliable, and built around your needs.
CAE Technology Services Limited is now part of the boxxe Group and we are delighted to welcome you to the boxxe website.
For any queries regarding the acquisition, please read boxxe announces acquisition of CAE Technology Services or contact our Customer Services Team on 0330 236 9429 or via email at letschat@boxxe.com.
For any queries regarding the acquisition, please read boxxe announces acquisition of CAE Technology Services or contact our Customer Services Team on 0330 236 9429 or via email at letschat@boxxe.com.
What is Break Fix?
Why choose Break Fix?
boxxe is a dependable partner when hardware fails — with proven SLAs and genuine parts.
Predictable budgets
Unexpected repair bills hurt. Fixed‑price contracts include labour and parts, delivering clarity and often significant savings vs vendor warranties.
Simple, transparent service
Managed from a single point of contact with streamlined call logging and real‑time updates, so stakeholders stay informed from start to finish.
Why your organisation needs Break Fix from boxxe
UK corporate and public sector teams are under pressure: tight budgets, stretched resources, and the expectation of always‑on services.
When hardware fails, the impact is immediate — lost productivity, missed deadlines, and rising costs.
Break Fix reduces that risk and restores control.
Budget shocks
Ad‑hoc repairs create unpredictable spend. Fixed‑price, inclusive contracts stabilise costs and support planning.
Resource stretch
IT teams lose time to firefighting. External engineers take incidents off their plate so projects stay on track.
Break Fix, in detail
Service overview
boxxe Break Fix is a reactive, SLA‑driven maintenance service for IT hardware across your estate — from servers, storage, and networking to user devices and print (managed or stand‑alone). When a fault occurs, we provide diagnosis, parts, and labour to restore service within agreed timeframes. Contracts are available for 1, 2, or 3 years, with multi‑year savings and budget‑friendly fixed pricing.
Scope of coverage
Infrastructure: Servers, storage arrays, and networking devices across data centres and branch offices.
User estate: Laptops, desktops, and peripherals to keep teams productive.
Print: Managed print services and standalone devices for consistent output.
Geography: Nationwide engineer coverage, with global capability where you have users.
All engineers are qualified and hold relevant vendor accreditations. Parts are genuine vendor‑supplied whenever available; for older equipment, equivalent quality parts are used where age prevents vendor supply.
Service levels and availability
Your SLAs are tailored to your operations. Options include 24×7 4‑hour fix for critical environments and next business day responses for standard sites. We agree response, restoration, and communication targets to match business impact and risk appetite. Our track record includes a high SLA success rate and long‑standing relationships with well‑known organisations, demonstrating reliability at scale.
Communication and control
Incidents are raised through a single point of contact. Our service desk provides simplified call logging and real‑time updates to your IT team and stakeholders, ensuring visibility from ticket creation to closure. You’ll know who is attending, what parts are required, and when service will be restored.
Outcomes for your organisation
Less downtime: Faster restoration keeps people productive and services available.
More predictable spend: Fixed fees and multi‑year options improve financial control.
Freed internal capacity: Your IT team focuses on projects instead of ad‑hoc repairs.
Confidence and trust: Vendor‑qualified engineers and genuine parts safeguard reliability.
Typical delivery methodology
Phase 1 — Contract setup & onboarding
Confirm covered assets, locations, priorities, and SLAs.
Define contact routes and escalation paths.
Align reporting cadence and success measures.
Phase 2 — Incident intake & triage
Log via service desk; capture symptoms, impact, and urgency.
Remote diagnosis to determine parts and engineer skills required.
Confirm SLA clock and communicate ETA.
Phase 3 — Engineer dispatch & repair
Dispatch vendor‑qualified engineer with genuine parts.
On‑site resolution and functional testing.
Provide interim updates throughout.
Phase 4 — Validation & closure
Confirm service restoration against SLA.
Document fix, parts used, and preventive notes.
Close ticket; share summary with stakeholders.
Phase 5 — Reporting & continual improvement
Periodic performance reviews (SLA attainment, MTTR, incident patterns).
Recommend lifecycle extensions or replacement triggers where appropriate.
Adjust SLAs and coverage as business needs evolve.
Summary
Coverage Infrastructure, user devices, and print across all sites.
Expertise Vendor‑qualified engineers using genuine parts for reliable fixes.
SLAs Tailored options from 24×7 4‑hour to next business day, aligned to risk.
Control Single contact, streamlined logging, and real‑time updates for full visibility.
Value Labour‑and‑parts‑inclusive fixed pricing, multi‑year savings, and extended asset life.
With boxxe Break Fix, you cut downtime, stabilise costs, and free internal teams for strategic work. It’s a straightforward, human‑centred service built to keep people productive and technology dependable, every day.
What you get
You receive a responsive, end‑to‑end repair service that restores hardware fast and keeps stakeholders informed.
Tailored SLAs that match criticality at each site
Vendor‑qualified engineers and genuine parts included
Single point of contact with real‑time status updates
Fixed‑price contracts (1–3 years) with potential multi‑year savings
Post‑incident reporting to track performance and trends
FAQs
Find answers to commonly asked questions about how our Break Fix service can work for you.
We set SLAs to match your risk profile. Options include 24×7 with 4‑hour fix for high‑impact systems and next business day for standard sites. We’ll agree response and restoration targets during onboarding and report on performance, so you have full visibility.
We cover servers, storage, networking devices, user endpoints, and print (managed or standalone). Coverage spans all UK sites, with global capability where you have users. Your contract lists assets and locations so nothing is missed.
Yes. Break Fix is a labour‑and‑parts‑inclusive service. Engineers are vendor‑qualified, and parts are genuine wherever available. For older models, we source quality equivalents when vendor supply is no longer feasible.
In many cases, yes. Fixed‑price contracts bring predictability and can deliver savings compared to vendor warranties, while extending asset life and deferring capital expenditure.
All tickets run through our service desk with simplified logging and real‑time updates. Stakeholders see engineer ETAs, parts status, and restoration timelines from open to close.
When hardware issues occur, organisations rely on us to restore service quickly and minimise disruption. See what our clients have to say about working with our support teams.
Digital Preservation is the technological challenge to protect through its data the heritage, cultural references or history of an organisation, industry or nation.
Whether that be its science, innovations, inventions, art or records, these are projects of huge importance.
James Melhuish
Strategic Lead for Digital Preservation
boxxe
Previous device refresh programs at Future have required a large amount of IT resources to manage the communications, shipping of the new devices and collection of the old devices. This was made even more complicated by endusers returning devices to any of our UK offices, causing confusion and delays in devices being marked as returned.
By leveraging boxxe’s lifecycle management services, we’ve been able to completely automate the process, resulting in a near zero-touch process that allows us to scale refresh phases into the hundreds with nominal impact on Future IT resources.
Nathan James
Director of IT Services (Globally)
Future Publishing Limited
At the outset of the global pandemic, we made the decision to rapidly move our workforce home. We needed to stand-up a new supply chain and fulfilment capability to support this urgent need, working with a partner that could rapidly deliver this need and support our dynamic and evolving requirements.
boxxe, was chosen due to their proven capability, agility, and flexibility with commercially structuring this arrangement in a fair and competitive manner. Within 72 hours of signing our initial agreement, and beyond our expectations, the supply chain and fulfilment centre had been stood up and the first batch of equipment was being shipped out to our key and vulnerable colleagues – providing them with the equipment required to continue to support our customers during a very trying time.
Matthew Poulter
Head of Core Technology
Direct Line Group
Key strategic partnership
Our strategic partnerships with Cisco and Microsoft help us deliver trusted, enterprise-grade solutions backed by industry-leading technology and expertise.
Ready to cut downtime and take control?
Get fast, expert hardware fixes with clear SLAs, predictable costs, and proactive communication.
Restore service quickly and keep teams productive
Gain financial predictability with parts and labour included
Trust vendor‑qualified engineers using genuine parts
Stay informed with real‑time updates and a single contact
Enquire now to book an assessment — let’s keep your organisation running.
Related resources
Read more about our services and solutions, and see how we transform technology into real success.
-CASE STUDY-
Future Publishing
A total device refresh for over 1200 PC users via a zero-touch approach, including recycling old devices as part of Future's lifecycle process.
-CASE STUDY-
Direct Line Group
Rapid remote work transformation for Direct Line Group, empowering remote work with agile IT solutions for 9,000 employees.
-WEBINAR-
Transform your IT Lifecycle Management
Learn how we take the pain out of lifecycle management, ensuring smooth transitions for your employees - from their first day to their last.
on your rights under the UK GDPR.