Professional Services

Heartland provides logical solutions to an ever-changing marketplace based upon each individual customer's needs. The numerous service options available can be tailored to meet to our client's requirements & specifications. With our comprehensive service and support options, keeping your workforce well-equipped, productive and connected is a breeze.


Implementation

Heartland is able to provide a wealth of services before hardware is ever delivered to your end users. From management of your disk images to accessory integration, we're able to configure and customize to your exact specifications.

Disk Imaging

Disk Image Management Service provides your organization with an easy way to centralize image management by maintaining your organization's Gold Disk image at our facility. This service ensures that in-warranty repairs that require re-imaging of the hard drive are done at the same time. Additionally, it simplifies the process for your internal IT department and minimizes the resources needed when hard drive replacements are required.

Program Benefits
  • Increasing your organization's productivity by minimizing user downtime during repairs.
  • Reduce the mobile support burden on your IT resources.

Image Maintenance
As new applications become available, your organization will want to update your organization's master image. We will receive your updated image, install it on our servers, and re-image as necessary on future repairs. Your organization will be able to send image updates quarterly.

Multiple Images
We will maintain multiple images for your organization based on the needs of your workforce. This means that your users hard drive images can be specific to job duties, hardware or locations. We are able to support multiple images because each one of your organization's images is coded and managed separately.

Configuration

When outfitting your workforce, Heartland is quickly able to modify the "out of the box" configuration of your business hardware and computers. This usually involves integrating new hardware or customizing the software required for your business needs, but can also include more personalized services such as application of brand badges or custom kitted delivery to your end users.

Hardware Integration
As part of configuration services, Heartland also offers hardware integration for laptops and other hardware. Integration is essentially the act of "making your accessories talk to your hardware." Whether your company needs five or five hundred units configured, Heartland will install all the options you've purchased and ship the equipment, fully loaded and ready to roll, on your timetable. Commonly integrated items include: wireless modems, GPS modules, LAN cards, back-lit keyboards, and additional memory. Conversely, Heartland can also remove unneeded hardware (such as the wireless LAN) from your units before deployment.

Software Customization
In addition to hardware integration, Heartland can customize the software components of your units prior to deployment. In addition to any firmware, updates and patches provided by system or accessory manufacturers, we routinely update the system configuration files, domain settings and BIOS to match the hardware's new configuration and your network's topology. Modification of the software can also include configuration at the individual user level. In these instances, we've customized the computer name, configured Microsoft Exchange / Lotus Notes user files, joined domains, and setup any per-user authentication that is required.

Brand Badging
During the configuration process, Heartland can apply a custom, branded badge to your hardware. Badging your hardware provides company recognition and advertising while, at the same time, providing increased security as a theft deterrent.

Custom Kitting
If multiple accessories are to be included with your units, Heartland can create custom kits in oversized boxes that are delivered to your end users. As an example, this might be the inclusion of a laptop, laptop bag, portable printer and all required cables. Kitted deployments increase efficiency and minimize downtime because the system is ready to go, right out of the box.

Deployment Management

Prior to deploying your company's units, Heartland will apply asset tags, provide a report detailing the assets, and enter all the information into our asset management system. Once the configuration and integration process is complete, we will manage the delivery of units to your users by shipping directly to them or to a staging location. This service provides shipping from our facility in Leawood, KS to your users within the United States at no cost.

Program Benefits
  • Single Point Accountability
  • Consistency in Unit Configuration
  • Customer Image Retention
  • 100% On-Time Deployment (Zero D.O.A. units)


Support & Management

Services after delivery is also a major part of what we do here at Heartland. From the use of another laptop while yours is being repaired to assisting in managing your deployed assets. We have the resources you need.

Loaner

Heartland's program ships loaners configured with your company's image directly to your users for arrival the next business day. Once your user receives the replacement unit from our facility, your user will ship the problematic unit to our center for repair.

Business Challenges & Issues
  • Waiting on damaged PC's to be repaired and returned to your users under the best conditions can make them unproductive for multiple days
  • Minimizing user downtime and the impact it has on your customers and their satisfaction levels

Image Maintenance
All hardware stored at our center will be configured to your company's requirements. And, to ensure your company's loaners are maintained with your company's current hard drive image, we will also manage your company's image (see Disk Image Management brief for more details).

All your users have to do when they have a problematic unit is to send the unit into our facility for repair or service. The unit will be fixed and put back into your inventory either at our center or at a location your company designates. With this service, regardless of where your inventory is stored, Heartland will provide your company's users with the support they need to stay productive.

How It Works
  • Your company's user initiates a loaner request.
  • Our technical representative will work with your user to coordinate the shipment of the replacement unit and return of the problematic unit.
  • All loaner requests received by 3:00 PM EST will have a replacement sent out for next business day arrival within the United States.
  • Your company's user, upon receipt of the replacement unit, must fill out the necessary documentation and ship the problematic unit back to our facility within 2 business days.
  • After we receive the problematic unit, our center will repair the unit, reimage the hard drive, and either place the unit back into your company's hot swap inventory at our center or ship it to a location designated by your company.

Hot Swap

Heartland's Hot Swap program ships customer-owned hardware configured with your company's image directly to your users for arrival the next business day. Once your user receives the replacement unit from our facility, your user will ship the problematic unit to our center for repair.

Business Challenges & Issues
  • Waiting on damaged PC's to be repaired and returned to your users under the best conditions can make them unproductive for multiple days.
  • Minimizing user downtime and the impact it has on your customers and their satisfaction levels.

Image Maintenance
All hardware stored at our center will be configured to your company's requirements. And, to ensure your company's loaners are maintained with your company's current hard drive image, we will also manage your company's image (see Disk Image Management brief for more details).

All your users have to do when they have a problematic unit is to send the unit into our facility for repair or service. The unit will be fixed and put back into your inventory either at our center or at a location your company designates. With this service, regardless of where your inventory is stored, Heartland will provide your company's users with the support they need to stay productive.

How It Works
  • Your company's user initiates a hot swap request.
  • Our technical representative will work with your user to coordinate the shipment of the replacement unit and return of the problematic unit.
  • All hot swap requests received by 3:00 PM EST will have a replacement sent out for next business day arrival within the United States.
  • Your company's user, upon receipt of the replacement unit, must fill out the necessary documentation and ship the problematic unit back to our facility within 2 business days.
  • After we receive the problematic unit, our center will repair the unit, reimage the hard drive, and either place the unit back into your company's hot swap inventory at our center or ship it to a location designated by your company.

Extended Warranty

Most hardware comes with a standard warranty. With our Extended Warranty, Heartland offers coverage extensions for hardware and devices that will be in use past the expiration of the original standard warranty. This makes it easy for your organization to keep assets in the field longer. The Extended Warranty program usually covers all repair issues in the exact same manner as the standard warranty.

Program Benefits
  • Reducing the constraints on your internal IT resources.
  • Keeping your workforce productive by streamlining the repair process.
  • Significantly reducing expenses caused by out-of-warranty repairs and shipping costs.

Service Description
All system components are covered under the Extended Warranty, except consumable items such as accessories, batteries, screen protectors, etc. This warranty requires that a complete list of model numbers and serial numbers be submitted at the time of purchase.

The warranty only covers failures due to defects in materials or workmanship that occur during normal use. It does not cover damage which occurs in shipment; failures which are caused by software or virus issues; operational systems or application corruptions; products not supplied by the original manufacturer, or failures which result from installation, alteration, accident, misuse, introduction of liquid or other foreign matter into the unit; damage that is attributable to acts of God, abuse and neglect. Additionally, improper maintenance, modification, or service by any party other than Heartland or an authorized Service Provider will result in out-of-warranty status.

Online Service Analysis

Heartland's Online Service Analysis allows your company to improve the uptime of your mobile workforce by proactively monitoring your company's hardware service data. Our web-based program provides your company's administrators with direct access to maintenance and repair histories via a password-protected site. And for added flexibility, your administrators are able to sort the service reports by company, model, date, and failure type to perform trend analysis in a timely and accurate manner.

Business Challenges & Issues
  • Tracking service data internally can be costly and often results in a lag between the time the issue occurs and is identified.
  • Managing service trend analysis to improve your company's overall productivity and minimize user downtime.

Service Description
Online Service Analysis provides your administrators with the ability to log on to a password-protected intranet to view your company's hardware service data. The data your administrators will be able to view is entered every time your company's users call our technical support hotline for a replacement part or to have a problematic unit sent in to our facility for repair. The data in the system includes the nature of the problem and the steps taken to correct it. Your administrators will be able to generate customized charts and graphs to report on the data. This program also provides your users with an easy way to identify issues that could compromise your company's productivity. Additionally, predefined exception reporting and notifications are also available with this service.

Reports
The site provides on-demand reports on all hardware serviced at our facility. Reports can be summarized and customized based on your company's requirements. All reports can be sorted by company, model, date, and service type.
The most commonly used reports are:
  • Service Detail Report
  • Service Report
  • RMA's Not Received

Asset Management

Heartland's Asset Management Online Service (AMOS) program eliminates the need for your company to invest time and money setting up an internal system. Our site is designed so that your company's administrators can track and report on all of your company's hardware assets as well as any other assets your company administrators choose to enter into it. As a result, it provides your administrators with a tool that makes it easy for them to implement an upgrade or identify specific units that are out-of-warranty or outdated.

Program Benefits
  • Managing and tracking your company's assets can be a challenging and costly proposition.
  • Monitoring technology changes, configuration management, repairs and software updates can be costly.

Service Description
The Asset Management Online Service (AMOS) program starts when your hardware assets are entered into the system when we manage your deployment or by your company when your deployment is managed internally. The data entered into the system is by user name, asset number, model number, serial number, warranty date, and configuration. Once the data has been entered into the system, your company's administrators can generate reports and sort by unit type, unit class, department, cost center, asset number, etc. This provides your administrators with a flexible way to view all your company's asset data. The system also includes all the service reports from our facilities (see Online Service Analysis brief for more detail.) And, when needed, Heartland can also develop customized reports to suit your company's specific needs.

Reports
All of AMOS's reports are completely flexible and can be sorted by unit type, unit class, company, department, cost center or asset number.
Standard reports most administrators use are:
  • Asset Detail
  • Asset Summary
  • Entitlement Report
  • Out-of-Warranty Report

Additional reports can be summarized and customized based on your company's requirements.

Asset Recovery
In the event of a user reporting a unit missing or stolen, we will notify our technical support hotline and facility. Should a missing unit be returned to our center for repair, we will retain the unit until its ownership can be confirmed.