We can‘t do it all from the office.
While our technicians resolve 87% of issues remotely, some situations, such as a bad power supply, require onsite service. All clients have spare workstations preconfigured onsite and an employee (usually the service manager) is trained to unplug the failed workstation and plug in the spare. Once the spare is turned on, our tech logs in and ensures the employee has the needed applications, email, and favorites installed to return to work.
The failed PC is then repaired at next onsite visit. In the event that the failed PC suffered a hard drive failure, any unique files, documents, etc. are backed up to our encrypted storage vault and are simply restored back to the spare. For network troubleshooting, etc., a tech is dispatched as soon as it is determined that the issue requires it.