Break-Fix Services: Frequently Asked Questions

1. What is Break-Fix IT support?

Break-Fix support is a reactive IT service model where technical issues are resolved as they arise—without an ongoing contract. Gentium Tech provides Break-Fix services across AV, infrastructure, cabling, desktop, and network systems, ensuring minimal disruption and fast response when things go wrong.

2. Which industries does Gentium Tech support with Break-Fix services?

While we work across multiple sectors, we specialise in providing Break-Fix support for:

  • Education (schools, academies, colleges, universities)

  • Retail and logistics

  • Healthcare

  • Corporate and financial environments
    Each solution is tailored to the pace, budget, and compliance needs of your sector.

3. What types of hardware and systems can Gentium repair or replace?

Our Break-Fix services cover a wide range of technologies, including:

  • Classroom AV equipment (projectors, smartboards, audio)

  • End-user computing (laptops, desktops, thin clients)

  • Network infrastructure (routers, switches, cabling)

  • Wireless access points and LAN

  • Printers, MFDs, and interactive kiosks

  • POS systems and digital signage

4. Is Gentium’s Break-Fix service available UK-wide?

Yes. Gentium Tech offers national coverage across the UK, with rapid deployment capabilities for urgent onsite repairs or replacements. Our technician network is strategically located to ensure fast service-level agreement (SLA) responses.

5. Do you support Break-Fix internationally?

We do. Gentium Tech has a global footprint and can arrange international Break-Fix solutions for clients with multi-site operations or international education facilities. Contact us for custom SLA options outside the UK.

6. How fast is your response time?

Response times vary by SLA, but we offer:

  • Same-day or next-business-day site visits

  • 4-hour and 8-hour SLA options for critical systems

  • Remote diagnostics within 1 hour of ticket submission (where available)
    Fast triage and dispatch ensure minimal classroom or business disruption.

7. Do you offer preventative maintenance alongside Break-Fix?

Yes. While Break-Fix is reactive, we also recommend periodic preventative maintenance to reduce system failure risk. This includes patching, firmware checks, AV calibration, and hardware health assessments.

8. What’s the difference between Break-Fix and Managed Services?

Break-Fix is pay-as-you-go and used when something fails. Managed Services are proactive and often delivered via a contract, covering monitoring, support, and issue prevention. Gentium Tech can provide both — helping you choose what suits your budget and goals.

9. Can we bundle Break-Fix with installation or upgrade projects?

Absolutely. We often deliver Break-Fix alongside:

  • AV or network upgrades

  • Large-scale refreshes

  • Term-time IT rollout support

  • Summer holiday infrastructure overhauls
    This integrated approach reduces downtime and improves lifecycle management.

10. What are your costs for Break-Fix support?

Pricing is based on:

  • Scope and urgency of the issue

  • Type of equipment or infrastructure

  • Location and SLA requirements
    We offer transparent, competitive pricing — no hidden fees. Contact us for a tailored quote.

11. Do your engineers hold relevant certifications?

Yes. Our certified field engineers are trained in:

  • AV systems (Crestron, Extron, SMART, Promethean)

  • Network and cabling standards (CCNA, CompTIA, ECS)

  • Desktop and server repair (Dell, HP, Lenovo)
    All staff are DBS-checked and experienced in working in live classroom and business environments.