Guardian Hardware Platform

Comprehensive services to maximise uptime

Alert Enterprise has curated a selection of Support Services to manage and optimise field performance over the full life cycle of a deployment. Service groupings include hardware / field support services and operating system (OS) management, each paired with remote monitoring and real-time IoT alerting across system, application, and component statuses.

Support Services Overview

In-house experts facilitate troubleshooting and fast resolution

Through Alert Enterprise’s Support Services team of experts, clients are covered every step of the way, from site survey and installation, through deployment, and into ongoing hardware, software, and OS support.

Support Service packages include access to Alert Enterprise in-house technical talent to troubleshoot failures and manage dispatching of on-site repair and maintenance technicians. Inquiries are immediately entered into an automated ticketing system to ensure accurate visibility and communications throughout the course of resolution.

Alert Enterprise technicians are skilled in providing phone support to diagnose and resolve incoming service issues, whether it’s hardware, application software, or OS services.

All Support Packages Include

Hardware Support Service

Guaranteed Hardware Uptime

Hardware Support Services is the main support layer needed to optimise field performance and guarantee hardware uptime. These are Alert Enterprise-recommended services resolving hardware support demands shared by all deployers.

Proactive Remote Monitoring

Alert Enterprise led remote monitoring and real-time IoT alerts covering system, application, and component statuses across your entire deployed fleet.

Advanced Exchange & Spare Parts

Advanced exchange warranty on hardware components, plus pre-positioned spare parts stocking to minimise time-to-resolution on field failures.

Complete Field Services

Nationwide dispatch of certified field technicians for on-site hardware repair, preventive maintenance, and component replacement visits.

Monthly Reporting

Standard monthly reporting covering fleet uptime, incident summaries, resolution times, and hardware health trends across your deployment.

Real-Time Fleet Dashboard

Live fleet performance dashboard surfaced in the Guardian admin console, visibility into every kiosk’s status, connection health, and peripheral readiness.

OS Support Service

Full Range of Monitoring, Security, and Reporting Services

The operating system plays the most important role in the full functionality of every kiosk. OS Support Service is the premium layer of Alert Enterprise Support Services, providing a stable and secure operating environment for the kiosk’s application software to ensure the highest level of functionality.

Initial Deployment Image

Factory-led generation, loading, and testing of the initial kiosk deployment image, pre-configured for your Guardian environment and application.

Ongoing Image Management

Managed delivery of OS updates, patches, and firmware upgrades, all tested in Alert Enterprise’s validation environment before release to your fleet.

Security Suite Tools

Alert Enterprise Security Suite delivered to every OS-enrolled kiosk, covering endpoint hardening, application whitelisting, and patch compliance.

Technical Support

Dedicated OS-level technical support from Alert Enterprise in-house engineers. Escalation paths direct to the development team for complex software issues.

Additional Hardware Support Services

End-to-end lifecycle coverage

Beyond the core hardware and OS support tiers, Alert Enterprise offers a full suite of additional services to support the complete kiosk lifecycle from pre-installation through to decommissioning.

Pre-Installation Site Surveys

Professional Alert Enterprise technicians facilitate pre-installation site surveys to identify power, network, structural, and ADA requirements before hardware arrives on site.

Professional Installation

Certified installation services covering hardware staging, network provisioning, Guardian enrollment, and on-site user acceptance testing sign-off.

Preventive Maintenance

Scheduled on-site PM visits covering cleaning, calibration, peripheral testing, cable inspection, and full Guardian application health validation.

Training & Enablement

Operator training, administrator certification, and first-responder guides so your internal teams can handle Tier-1 hardware issues independently.

Analytics & Reporting

Hardware utilisation, uptime metrics, transaction volume, and incident trending, all surfaced in the Guardian Platform admin console.

Depot & Advance Exchange

Next-business-day advance exchange of failed units or components. Defective hardware is returned, repaired, and re-stocked into the exchange pool.

Build your support plan

Our support team will help you select the right coverage tier for each deployment zone, matching SLA levels to operational criticality.