Break-Fix/Maintenance Services - Vendor Owned Equipment

Managed Services - Break-Fix/Maintenance Services

Northrop Grumman is a leading provider of hardware break-fix/maintenance services supporting State of Texas agencies since 1998. We offer a complete solution for managing customer’s hardware and software support requirements. Timely hardware repairs are accomplished through a statewide network of certified field technicians, spare parts inventory and whole unit spares dispersed throughout the state. In the event that a unit cannot be repaired, Northrop Grumman may provide a loaner, full unit replacement, or alternate solution until the original equipment is replaced.

Standard break-fix/maintenance services include, for example:

  • Support of most hardware types, such as:
    • Desktops
    • Notebooks
    • Network Equipment
    • Printers
    • Scanners
    • Servers
    • Storage Devices
    • Tablets
  • 7 days a week, 24 hours per day, 365 days per year support options available
  • Support for both vendor supplied or customer owned equipment
  • Support for in-warranty and out-of-warranty equipment
  • Service requests accepted via email, toll-free telephone number or web portal
  • On-site hardware and software troubleshooting and repair
  • Hardware replacement and sparing pool
  • Statewide coverage with certified and trained technicians
  • Reload of standard image
  • Data transfer when existing unit is inoperable
  • Emergency hardware and software fixes
  • Customizable service level agreements

Standard Reports

  • SLA metrics
    • Return to Service Time
    • Number of Tickets
    • SLA Achievement

Contact Information

Michael Ashby
Program Manager
Office (512) 374-4124

Tyler Ellis
Contracts Administrator
Office (804) 516-9498

Austin Office
7745 Chevy Chase, Bldg 5 Suite 100
Austin, TX 78752
(512) 374-4100

Current Texas DIR Contracts

Managed Services Contract No. DIR-SDD-2175