Managed Field Services
NewBold Care – Managed Services
HELP DESK · FIELD DISPATCH · BREAK/FIX
NewBold Care gives multi-site organizations a single point of contact for incident management, remote troubleshooting, and on-site repair across their entire technology estate. A 24/7 US-based help desk, nationwide field technicians across all 50 states and Canada, and tiered response options matched to device criticality — one call, one team, one SLA.
<1 min
Average response time
8 min
Average resolution time
98%
Service level attainment
2.8%
Abandonment (half industry avg)
WHAT MAKES NEWBOLD DIFFERENT
Resolve First, Dispatch Second
Remote troubleshooting comes before any truck roll. When an issue can be fixed over the phone, it is — reducing site visits and getting you back up faster.
Matched to Device Criticality
Mission-critical systems get tighter thresholds and faster response, while back-office equipment is monitored at the level it warrants.
Specialized Technicians
Intelligent Dispatch
Technicians are assigned by proximity, skill set, and SLA requirement, with real-time status tracking, check-in/out, and proof of service delivery.
Single Point of Contact
One help desk number covers your entire estate, with integrated ticketing, knowledge base, and reporting giving visibility across every incident and location.
National Reach
NewBold-Certified Technicians across all 50 states and Canada, with the capacity to run multiple concurrent programs nationwide.
WHAT'S INCLUDED
24/7 Help Desk
US-based technical support for multi-site environments, omnichannel access by phone, portal, email, and chat, L1–L3 support across POS, payment, networking, AIDC, and peripherals, integrated ticketing and trend analysis, and escalation management with OEMs, carriers, and third parties.
Field Dispatch
A nationwide technician network with same-day, next-day, and 3–5 business day response tiers, specialized technicians by domain, intelligent dispatch by proximity and skill set, and parts logistics for first-time fix.
Break-Fix
Remote troubleshooting before dispatch, onsite repair for POS, payment, scanners, printers, networking, and infrastructure, nationwide onsite or depot options, and flexible service agreements, per-incident, or time-and-materials.
Reporting & Visibility
Real-time dashboards across incidents and locations, monthly performance reports with SLA tracking, trend analysis to reduce repeat incidents, executive reporting, and a full audit trail with proof of service.
TIERED SUPPORT MODEL
Essential Care
Level 1 help desk, field dispatch, depot repair, shared support team, and monthly reports.
Professional Care
Everything in Essential Care, plus Level 1 & 2 help desk and advanced exchange.
Enterprise Care
Everything in Professional Care, plus next-day onsite, a dedicated success manager, remote monitoring, and preventive maintenance.
Total Care
Everything in Enterprise Care, plus same-day onsite, predictive analytics, remote monitoring, and lifecycle management.
FAQs
What does “one call, one team, one SLA” mean?
How fast is the help desk?
What are the service tiers?
Do you fix issues remotely before sending a technician?
Which technologies and brands do you support?
RELATED SERVICES
‘Smart Hands’ Managed Field Services
Proactive Monitoring & Analytics
Depot & Advanced Exchange
Consultation & Technology Assessment
Ready to simplify your technology support?
Let’s discuss how NewBold can support your entire technology estate — one call, one team, one SLA.