Hewlett Packard Enterprise
Break-Fix Field Services Across Europe
KompiTech delivers onsite hardware break-fix services for HPE's enterprise customers across EMEA — dispatching certified field engineers to repair servers, storage systems, and hyperconverged infrastructure under strict SLA commitments.
The Challenge
HPE's incumbent field service supplier relied on a workforce of highly experienced, long-tenured engineers. While technically capable, these engineers had become increasingly expensive — driving per-ticket costs to a level HPE could no longer justify. HPE needed a new onsite partner that could deliver the same quality of hardware break-fix repairs across multiple European countries at a significantly lower cost, while still meeting rigorous certification standards, multi-tier SLA requirements, and full parts accountability.
The Solution
KompiTech deployed a blended workforce model — pairing a core of senior engineers with a larger pool of upskilled junior technicians. To close the experience gap, KompiTech used its own AI-powered Knowledge Base to consolidate all HPE product repair procedures, troubleshooting guides, and resolved case history into a single, searchable system. Junior engineers access this knowledge base on-site, getting step-by-step repair guidance that previously required years of hands-on experience — delivering the same fix quality at a fraction of the cost.
>85%
First Time Fix Rate
Issues resolved during the first onsite visit
>90.5%
Call-to-Repair Met
CTR cases completed within committed timeframe
>90%
Response SLA Met
Engineer onsite before the service window deadline
24x7
Availability
Round-the-clock coverage for critical SLA levels
The cost problem
Why the old model was unsustainable
HPE's incumbent supplier had built its delivery around a workforce of veteran engineers with decades of experience. The expertise was real — but so was the cost.
Aging, expensive workforce
Long-tenured engineers commanded premium rates that increased year over year. The supplier had no mechanism to bring costs down without losing its most experienced people.
Knowledge locked in people, not systems
Decades of troubleshooting expertise lived in the heads of senior engineers. When they retired or moved on, the knowledge left with them — and new hires took years to reach the same level.
No path to a lower cost structure
Every engineer needed to be highly skilled because there was no system to guide less experienced technicians through complex repairs. The only way to maintain quality was to pay top rates.
The KompiTech approach
A blended workforce powered by AI
Instead of replacing expensive engineers with equally expensive engineers, KompiTech built a delivery model that combines senior expertise with AI-enabled junior talent — cutting costs while maintaining fix quality.
Blended workforce model
A small core of senior engineers handles the most complex escalations and mentors the wider team. The majority of dispatches are handled by junior technicians who cost significantly less per ticket — but deliver the same outcome.
AI Knowledge Base as the equalizer
KompiTech ingested all HPE product documentation, repair procedures, troubleshooting guides, and resolved case history into its AI-powered Knowledge Base. Junior engineers query the system on-site in plain language and get step-by-step repair instructions with citations — turning years of accumulated expertise into instant, accessible guidance.
The result: same quality, lower cost
By combining a blended workforce with AI-powered knowledge transfer, KompiTech delivers HPE's field services at a cost structure the incumbent could not match.
Lower cost per ticket
Junior engineers perform tasks that previously required senior-rate engineers, directly reducing HPE’s per-dispatch cost.
Faster engineer ramp-up
New technicians become productive in weeks instead of years, guided by the AI Knowledge Base from their first dispatch.
SLA targets maintained
First Time Fix, Response Met, and Call-to-Repair metrics all meet or exceed HPE’s contractual thresholds.
What we deliver for HPE
KompiTech provides onsite hardware support across HPE's full enterprise portfolio — from entry-level rack servers to mission-critical hyperconverged infrastructure.
Server Hardware
ProLiant DL, ML, and BL series rack, tower, and blade servers across entry-level to scale-up configurations.
Storage Systems
MSA, 3PAR StoreServ 7000/8000/9000, Primera, and EVA enterprise storage arrays.
Hyperconverged & Composable
SimpliVity hyperconverged systems and Synergy composable infrastructure platforms.
Service level commitments
Every HPE customer has a contracted service level. KompiTech delivers against each one — from standard next-day response to mission-critical call-to-repair guarantees.
Next Business Day
9x5Onsite engineer arrives the next business day for standard priority hardware issues.
4-Hour Response
24x7Engineer onsite within 4 hours of case creation for business-critical infrastructure.
Call to Repair
24x7Hardware fully repaired within 6 hours of the initial call for mission-critical systems.
How a break-fix task flows
From HPE's remote diagnosis to onsite repair and parts return — every step is tracked, measured, and reported.
HPE dispatches the task
HPE's solution center diagnoses the issue remotely, identifies required spare parts, and dispatches the onsite task to KompiTech via HPE Channel Services Network (CSN).
KompiTech schedules & dispatches
Our service manager coordinates with the end customer to confirm the service window, verifies spare part delivery alignment, and dispatches a certified field engineer.
Onsite break-fix repair
The field engineer arrives onsite, performs hardware diagnosis and repair, replaces faulty components, validates system functionality, and confirms resolution with the customer.
Closure & parts return
Replaced parts are returned to HPE logistics. The case is closed in the call management system with accurate timestamps, and performance is tracked against SLA targets.
Built for enterprise-grade delivery
KompiTech meets HPE's stringent requirements for training, compliance, security, and operational reporting.
HPE-certified field engineers with product-specific training
AI Knowledge Base enabling junior engineers to perform senior-level repairs
Parts logistics coordination and spare part accountability
Firmware updates and preventive maintenance tasks
Hands & Eyes remote assistance for HPE Global Remote Services
Dedicated Service Manager as single point of contact
Weekly governance meetings and performance reporting
Background-checked technicians meeting HPE compliance standards
Phased expansion approach
The engagement started with the simplest products and least strict SLAs, then expanded to more complex hardware and tighter response commitments as KompiTech proved its capabilities.
Phase 1 — Day 1
NBD 9x5ProLiant DL/ML Rack & Tower, MSA Storage
Phase 2 — Day 30
SBD 4HR 24x7 + CTR 6HR 24x7Phase 1 products upgraded + ProLiant BL Blades, 3PAR, SimpliVity
Phase 3 — Day 60
Full SLA spectrum including CTRAll products + HPE Synergy composable infrastructure
Want results like these for your organization?
Get in touch and discover how KompiTech can deliver enterprise-grade IT services for your business.