The right technician on site, on schedule, accountable for the outcome.
On-site technicians for installs, dispatches and infrastructure work across all 50 U.S. states, the European Union and Asia-Pacific, matched by skill, location and urgency and tracked from request to completion in XceloHub.
A national retailer needs to refresh network and point-of-sale hardware across 140 store locations within a single fiscal quarter.
Xcelocloud assembles a regionally distributed team of vetted technicians, sequences the rollout by region and executes after hours at each site. All 140 sites go live on schedule with zero disruption to daily store operations.
Work we put technicians on
How much on-site work a year?
An ongoing dispatch program with monthly review. Safety standards, escalation paths and governance are set once; individual dispatches are issued as work orders and scale with workload.
Choose an engagement model
- A scoped install, refresh, survey or decommission
- Scope, deliverables and mobilization date fixed up front
- Packaged options: equipment install, rack and stack, site diagnostic
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.
| Service level | Type | Target |
|---|---|---|
| On-time mobilization | Financially backed | On site and ready within 30 minutes of the agreed time, 95% of engagements |
| First-time-right rate | Reported | 95% closed without a return visit |
| Sign-off within 24 hours | Reported | 90% of engagements |
| Completion certificate | Deliverable | Within two business days of completion |
| Safety incident rate | Reported | Zero recordable incidents |
Every ticket, alert, change and report lives in one place.
XceloHub is the platform Xcelocloud built to run every service it delivers. Field Services 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 Field Services.
A free advisory session, scoped to your environment and your vendors. Partners: ask about delivering this under your own brand.