Managed Field Services

Smart Hand Managed Field Services

Assigned technicians. Advanced exchange. One predictable monthly cost.

Smart Hands gives multi-site operators a consistent team of field technicians assigned to their locations, combined with advanced exchange from NewBold’s depot. Break/fix coverage and device replacement come under one simple, fixed monthly agreement based on your store count. The same people come back, the same depot ships your replacements, and the cost is predictable.

Download the Smart Hands Datasheet

Fixed

Monthly pricing per location

Same-Day

Replacement shipping

50

States plus Canada

Certified

Assigned technicians

WHAT MAKES NEWBOLD DIFFERENT

Assigned Technicians

A consistent team is assigned to your locations, so the technicians who arrive already know your stores, your layout, and your equipment. Consistency comes from familiarity, not luck of the dispatch.

Fixed Monthly Pricing

One predictable monthly cost based on your store count, with no per-incident billing surprises and no variable dispatch fees. You budget with confidence.

Advanced Exchange

A pre-configured replacement ships same-day from NewBold’s depot. Your dedicated technician installs a device that is already imaged, injected, and ready to transact.

Remote Triage First

The help desk triages every incident remotely before dispatching. When an issue can be resolved without a truck roll, it is — which keeps your costs down.

Specialist Expertize

NewBold-Certified Technicians are organized by specialty across POS, payment devices, networking, and low-voltage cabling, so the right skill set reaches each call.

On-ramp to Managed Services

Smart Hands is the entry point to NewBold’s managed services. As needs grow, you can transition to a full tier with proactive monitoring, dedicated success management, and lifecycle services.

WHAT'S INCLUDED

Onsite Break-Fix

A consistent team of NewBold-Certified Technicians handles device swap, installation, configuration, and test across POS, payment, networking, AIDC, kiosk, and signage — familiar faces who know your environment.

Advanced Exchange

Pre-configured replacements ship same-day from the depot with key injection on payment devices through the PCI-certified KIF. Devices arrive ready to transact, with reverse logistics for the failed unit and OEM repair back to your spare pool.

Remote Triage & Help Desk

Level 1 remote troubleshooting precedes any dispatch, with phone, email, and ticketing access and diagnostics to confirm whether the fault is hardware or software — reducing unnecessary truck rolls.

Reporting & Documentation

Incidents are documented with photos and completion notes, tracked by serial number, and reported by location, device type, and issue category, with SLA performance tracking throughout.

HOW IT WORKS

Report an issue

Call or raise a ticket with NewBold.

Remote Diagnosis

The help desk diagnoses and resolves remotely where possible.

Dispatch & Ship

An assigned technician is dispatched and a replacement ships.

Resolution & Document

The device is installed, tested, and documented

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Smart Hands is Ideal When:

• You need reliable break/fix with consistent, familiar technicians

• You want predictable monthly costs rather than variable per-incident billing

• You want managed services without the complexity of a full tier

• You operate across multiple markets and need national coverage

• You want advanced exchange included in a simple agreement

Download the Smart Hands Datasheet

FAQs

How is Smart Hands priced?

Smart Hands uses one fixed monthly price based on your store count, with advanced exchange included. There is no per-incident billing and no variable dispatch fees.

Are the technicians dedicated to my locations?

Yes. A consistent team of NewBold-Certified Technicians is assigned to your locations, so the same people return and already understand your stores and equipment.

What's the difference between Smart Hands and full managed services?

Smart Hands covers break/fix and advanced exchange under a simple agreement. Full managed services adds 24/7 help desk, proactive monitoring, guaranteed SLA tiers, a dedicated success manager, and lifecycle management — and Smart Hands is the natural on-ramp to it.

What technology does Smart Hands cover?

POS, payment devices, networking, AIDC, kiosks, and signage, with technicians organized by specialty so the right expertise reaches each location.

Do replacements come ready to use?

Replacements ship pre-configured, imaged, and — for payment devices — key-injected through the PCI-certified KIF, so they arrive ready to transact rather than blank.

Do you cover the whole country?

Yes — NewBold-Certified Technicians cover all 50 states and Canada, which suits operators with locations spread across multiple markets.

RELATED SERVICES

NewBold Care – Managed Services

Depot & Advanced Exchange

Proactive Monitoring & Analytics

Technology Asset Management

Ready for assigned technicians and predictable costs?

Let’s build a Smart Hands agreement around your store count and technology footprint.

Contact Us