When something breaks and the vendors can’t fix it, Xcelocloud engineers do.
24/7 access to Level 3 and Level 4 engineers who resolve complex, multi-vendor incidents across 25+ OEMs, through one team and one platform. Works alongside the vendor contracts you already hold.
A financial services firm hits a critical authentication failure affecting its Azure Active Directory integration and a Cisco network segment at the same time. OEM support would mean separate tickets, separate engineers and hours of hand-offs.
A single Level 4 engineer with cross-platform expertise is engaged immediately, isolates the root cause across both environments and resolves the incident, while XceloHub records the resolution for future monitoring and runbook improvement.
Base Break Fix, included in every engagement
How many vendors are in your estate?
Every pair of platforms in your estate is an integration point: the firewall and the identity provider, the hypervisor and the storage array, the cloud tenant and the WAN. Each vendor supports its own product; 78% of the failure surface sits between them, where no contract applies. Advanced Break Fix puts a Level 3/4 engineer on the whole estate, so the seams have an owner before the incident, not during it.
What happens when you open a case
- Initial response within 15 minutes
- Engineering engagement objective: 30 minutes
- Crit-sit bridge opened and owned by your POD
- Direct-to-L4: Level 4 first action within 30 minutes
- Post-mortem within ten business days
Financially backed service levels
Measured monthly, published in XceloHub by the fifteenth business day, reviewed with you at every business review. Where a target is missed, you see the root cause and the corrective action, with an owner.
Also reported monthly: MTTR by severity, first-contact resolution, change success rate, CSAT, vendor SLA performance, RCA and post-mortem timeliness.
| Service level | Applies to | Target | Standard |
|---|---|---|---|
| Initial Response Time | All cases, all channels, P1–P4 | 15 minutes from case creation | 95% monthly |
| Direct-to-L4 Response | Severity A, where included | Level 4 first action within 30 minutes | 95% monthly |
Every ticket, alert, change and report lives in one place.
XceloHub is the platform Xcelocloud built to run every service it delivers. Advanced Break Fix runs on it alongside every other Xcelocloud service you buy, so the record, the governance model and the SLA are the same whether the work is reactive, always-on, scoped or on site. Integrates with the ITSM you already run.
Talk to an engineer about Advanced Break Fix.
A free advisory session, scoped to your environment and your vendors. Partners: ask about delivering this under your own brand.