Technical Service
Technical service: fault/work order, JetAriza, maintenance, warranty.
Challenges
- Device serial numbers are not kept, so warranty coverage is contentious.
- The fault record and spare part usage are not linked.
- Service appointments and technician availability live in different places.
- Recurring fault types are not reported.
Workflows
From fault to repair
- The device is received with its serial number and fault description.
- Warranty coverage is determined from the serial number.
- A repair work order is opened with labour and parts written separately.
Appointment and handover
- An on-site service appointment lands on the technician's calendar.
- Spare parts used are moved from stock onto the work order.
- At handover a service report and warranty record are produced.
Documents
- Device intake form
- Repair work order
- Spare part consumption record
- Service report
Reports
- History by serial number
- Fault type distribution
- Technician utilisation
- Warranty coverage breakdown
Metrics
- Average repair time
- First-time fix rate
- Parts margin
- Repeat fault rate
Compliance
- Service competence certificate
- Consumer warranty obligation
- Electronic waste notification
Glossary
- Serial number
- Unique key that holds the device history
- Fault type
- Reportable classification field
- Warranty coverage
- Charging rule derived from the serial number
- Service report
- Repair summary produced at handover
Frequently Asked Questions
Can I see device history from the serial number?
Yes — every work order is tied to the serial number.
Can warranty be determined automatically?
Yes — coverage is computed from the sale date and the warranty term.
Can I see technician utilisation?
Yes — appointments land on the technician's calendar and utilisation is reported.
Can I report fault types?
Yes — the fault class is held on the record and its distribution is produced.
Can I tie parts consumption to the work order?
Yes — the part used is deducted from stock and posted to the work order.
