Managed and Support Services

A structured, SLA-driven support function that resolves issues before they become operational disruptions.

• Support Tiers — Tier-1 and Tier-2 support covering hardware, applications, operating system, and connectivity issues.
• Remote Tooling — Remote diagnostics, remote control, and guided troubleshooting to resolve issues without waiting for a field engineer.
• Incident & Escalation Management — Incident tracking, escalation routing, SLA reporting, and root-cause analysis.

Delivered through our dedicated repair and lifecycle affiliate, Repairability — a vendor-certified repair centre supporting mobile computers, scanners, tablets, vehicle-mount devices, and printers.

• Depot Repair & RMA — Depot repair, return merchandise authorisation (RMA) processing, warranty management, and OEM liaison.
• On-Site Support — Emergency call-outs, on-site triage, field technician dispatch, and scheduled preventative maintenance.
• Spares & Swap — Hot-swap logistics, loan and backup units, and managed spares pool for high-availability operations.
• Firmware & Device Health — Firmware and OS updates, device health checks, remote diagnostics, and first-time-fix (FTF) rate targets.

Keeping your printers running and your consumables stocked — without you having to manage it.

• Managed Print Services — Per-device per-month managed print covering monitoring, break-fix, and reporting for your printer estate.
• Auto-Replenishment — Automatic label and ribbon replenishment based on minimum/maximum levels or usage data — eliminating stockouts.
• Pay-Per-Print — Usage-based printing with zero upfront hardware cost. Printers are provided as part of the service.
• Centralised Label Procurement — Standardised label procurement across multiple sites for cost control, consistency, and simplified governance.

Visibility and control over your mobile connectivity costs.

• Telecom expense and usage reporting across all SIM-enabled devices.
• Cost allocation by business unit, site, or device group.
• Usage policy enforcement and anomaly alerting.

Convert capital expenditure into a predictable, manageable monthly operating cost.

• MaaS Bundles - Per-device per-month bundles that include connectivity, UEM software, repair, spares, and helpdesk support in a single predictable fee.
• Seasonal Rentals - Burst capacity device rentals for peak trading periods, without the capital commitment of permanent ownership.

We design SLA coverage to match your operational reality — not a generic standard.

• Response time targets from next-business-day through to same-day on-site.
• Coverage hours: business hours, extended hours, or 24/7 options.
• Parts lead-time guarantees and escalation cadence.
• Monthly SLA performance reporting.

For organisations with formal security operations or regulatory reporting requirements.

• Incident response runbooks aligned to your security policy.
• Reporting SLAs for security events affecting the device estate.
• Integration with your SIEM or security operations centre (SOC) where required.

Many organisations lack the internal resource to manage a complex MDM estate. Umoja Mobility operates your UEM (Unified Endpoint Management) platform as a managed service — handling enrolment, policy management, application deployment, and ongoing compliance monitoring — so your IT team can focus on higher-value work.