Worldwide Support Services

On-Site Break-Fix Services (NetMedX) 

It is a fact, things break and when they do Contingent is there to immediately assist with on-site troubleshooting and repair. One of Contingent's marquis service packages, NetMedX (On-Site "Break-Fix") has gained national notoriety for being one of the most reliable and fastest break-fix services in North America. The service was built on speed so when you have an outage or problem that you cannot solve remotely, Contingent makes it simple to dispatch qualified field personnel to arrive on-site in as little as two hours. When a dispatch (or alarm notification) is received, Contingent assigns a Customer Care Agent to the problem to manage the overall troubleshooting and repair process. Contingent locates and the right field personnel based on the location, nature and severity of the problem and then gets them to the affected site anywhere in the world.

 When a field technician/engineer arrives onsite they work with the Customer Care Agent and Contingent's Technical Support organization to provide general and/or specific network-wide troubleshooting and corrective maintenance services that in over 95% of the dispatches results in a first-visit repair. Everything from basic infrastructure troubleshooting to re-imaging a hard drive to reconfiguring a core router, the Contingent team can isolate the problem and act quickly to restore systems. Contingent has a 99.9% onsite arrival record and over 97% of our dispatch visits we arrived on time or early. Clients can choose from multiple on-site arrival intervals across many different skill levels with hundreds of hardware/software/infrastructure certifications.

Contingent compiles detailed information regarding each dispatch and on a monthly, quarterly and annual basis provides reports that are organized to uncover problem trends and highlight ways to improve the network and its components. Contingent also offers on-site warranty optimization and extended warranty contracts on a wide variety of third party platforms.

Contingent has a network of technicians that spans the globe and can receive and process dispatch requests 24 hours a day, 7 days a week. Clients tell us over and over again how they can't remember how they managed before they started using NetMedX services.

Help Desk Services (Tier 2) 

Many companies have an IT staff that can provide “front-line” support for all network problems. When this is not the case or if there are other more essential tasks that the IT staff performs, Contingent provides a support “back-stop” that can handle all of your remote troubleshooting and problem management or simply augment the staff that is in place today. These services are provided by Contingent’s Customer Care Center and are available on a 7x24 basis in multiple languages. Often Clients deploy custom or proprietary solutions that have no other form of help desk support available. Contingent is prepared to learn, document and support these unique platforms in an effort to supplement and/or streamline the Client's IT support organization.

Network Monitoring Services 

Contingent's Network Operations Center can monitor, report, and respond to network crises when they arise. These functions are accomplished through the use of various industry standard management programs including HP Openview, and Ciscoworks. Our professional team of certified Network Management engineers will ensure that your network receives the mission-critical attention that it deserves. Contingent monitors networks through the use of ICMP "ping" or SNMP polling. SNMP packets are sent out requesting specific information from a device and the network device provides the data to build your network map. Once the packets are received back, Contingent begins to monitor the nodes on your network. Our tools continue sending packets to the nodes and listen for responses at designated intervals. These packets can be tailored to meet the your network needs and bandwidth limitations. With multi-vendor support, all network nodes can be discovered, managed and optimized with web-based bandwidth utilization monitoring tools.

Warranty Optimization 

Contingent has an in-house maintenance program that uniquely optimizes maintenance of all components in a network. This program is especially valuable for our Clients who are cost conscious when it comes to pricey manufacturers' warranties and who wish to extend maintenance coverage to components and infrastructure that is otherwise not commercially available. Contingent fully customized blanket maintenance protection is flexible enough to carve out elements that already have existing coverage. A smart alternative to just manufacturers' on-site warranties, this program can cover it all with: Reliable On-Site and Advanced Parts Depot with SLA, RMA Management, sparing in the proper ratio in forward-positioned depot facilities, technical telephone support, embedded manufacturers' maintenance and warranty coverage with measurable savings.

Asset Tracking and Management

Contingent's Supportability Review Program, designed to prepare you for any contingency, generates a comprehensive plan for the support of your existing and/or new network. We document each device by serial or tracking numbers and by location, then classify each by criticality and value in order to prioritize for rapid response. Contingent then establishes a maintainability assessment that includes manufacturers' support policies, warranty status, spare parts assessment, etc. These inputs are the determining factors for creating a Supportability Plan that includes recommendations on sparing ratios, stocking locations, returned goods management, repairs, and more.

Customized Training 

Contingent offers very specialized training services centrally or on-site for new or existing hardware and/or software systems. Enhance the technical knowledge of your own IT employees with our Client Training services. These services are designed to support your end-users during major new deployments and to support your IT staff in the installation and support of network systems. Clients often deploy brand new platforms that are intended to drastically improve efficiencies in their operation. In order to take advantage of all the improvements available through such a deployment, often training employees is a must. Contingent can pre-package instructor-led training and "hit the road" to deliver a comprehensive curriculum to employees throughout North America and beyond. In many cases, Contingent's field installation team can conduct key personnel training during the same visit in which the platforms are deployed. Student instruction certification training, exam preparation, reporting and training aid development are all available.

Bench Repair

Contingent's engineering staff has a limited range of bench repair expertise that can be applied to make simple to moderately complicated repairs on equipment that goes on "deadline" and is returned from the field. Minor repairs like replacement of modular PC or device components (hard drives, WAN modules, memory, re-imaging software, etc) are routine for the Contingent team and can be conducted as part of a comprehensive infrastructure support program or for isolated instances. This service is especially useful for equipment that may be outside of the manufacturer's warranty or if the manufacturer's turnaround is extended. Contingent can procure refurbished or new component parts or end items to speed the repair process. Extending and maximizing the life of your IT assets can be an ideal way to defer the cost of future upgrades and provide for improved business continuity.

Depot and Warehouse Services 

Contingent can provide depot coverage throughout the United States in seventy-seven environmentally controlled locations plus provides centrally-located warehouse, staging and configuration services in our Cincinnati, Ohio headquarters facilities. Space is available by the cubic foot, monthly or annually. Contingent also provides bonded courier services to ensure accountability and delivery of depot parts in as little as two hours. Field personnel dispatched in conjunction with courier will arrange for return of defective device to Contingent where warranty return and replenishment is managed by our logistics team.