01 · alert
The failure is detected.
The issue can be reported by a user, the client’s system or monitoring. What matters most: it enters one consistent service process.
No communication10:42
Nationwide APM parcel locker service
Service that grows with your device network.
Comprehensive technical support for parcel lockers: field service, maintenance, cleaning, spare parts, ticket monitoring and a 24/7 Event Operations Center.
✓
SLA from 4 h✓
all of Poland✓
COZ 24/7
0osób dostępnych w strukturze terenowej
0lokalnych magazynów i buforów części
0urządzeń w bieżącej obsłudze serwisowej
0działań serwisowych i montażowych rocznie
24/7Centrum Obsługi Zdarzeń
od 4 hmożliwy czas SLA
See the process in action
One parcel locker stops working. What happens next?
Instead of talking about COZ, dispatch and SLA, let’s show the entire process using one sample incident.
10:42 · incident detectedCOZ online
No communication with the APM
The system detects an irregularity and routes the incident into the service process.
Priority: highDevice: APM-247
02 · COZ 24/7
Diagnose first. Not a service van right away.
COZ sets the priority, checks the device’s fault history and prepares the technician for the specific problem.
Device historyParts verification
03 · dispatch
The nearest technician isn’t enough. It has to be the right one.
Location, skills, parts availability and the SLA deadline all matter. This is how central control connects with a local service structure.
18 kmETA 52 minpart available
04 · field service
One visit. Problem solved.
The technician has the incident context and the correct parts. After the repair, they run a test, take photos and prepare an electronic service report.
repairtestservice report
05 · wynik
SLA met. The data stays useful.
The repair closes the incident, but not the process. The data builds the device history and helps prevent recurring failures.
11:51 onlineSLA ✓
Nationwide coverage
One service network. One standard of service.
A large APM network requires local availability and central control. We connect field teams, parts warehouses and COZ in one operating model.
✓szybki dispatch najbliższego technika✓lokalne bufory części krytycznych✓jednolite procesy i raportowanie SLA✓możliwość skalowania od regionu do całej Polski
Network scaling
What if your network grows tomorrow?
Move the slider. The operating model should not have to be rebuilt for every additional thousand devices.
Example APM network scale
2,000 devices
As the network grows, the number of active service points increases — the central COZ process and SLA standard remain shared.
Scope of services
From a single failure to complete APM network maintenance.
We can take over the entire process or strengthen only the elements missing from the client’s current operating model.
24
Emergency service + COZ 24/7
Incident intake, initial diagnostics, dispatch, time control, escalation and closure in one process.
24/7
↻
Preventive maintenance
Inspections, wear checks and actions that reduce the number of failures.
✦
APM cleaning
Cleaning the housing and screen, removing dirt and performing a visual inspection.
⚡
Power and communications
Diagnostics of power supply, LAN and communication components of the parcel locker.
⚙
Component replacement
Screens, lighting, electronic, mechanical and electromechanical components.
↗
Modernization campaigns
Large-scale upgrades, retrofits and replacements carried out in parallel across many locations.
Event Operations Center 24/7 (COZ)
One center. Full control over every incident.
COZ can receive incidents around the clock, diagnose the issue, dispatch a technician, monitor SLA compliance and manage escalation through effective closure.
01
Zgłoszenie24/7 intake from the system, phone, Help Desk or automatic alert.
02
DiagnostykaIncident classification, priority setting and an attempt at remote resolution.
03
DispatchTechnician selection based on location, skills and required SLA.
04
NaprawaField intervention, parts, functional test and documentation.
05
Raport SLAClosure, service report, photos and data for quality analysis.
400
Zasoby terenowe
People available across the field service structure.
Scale matters when it translates into local availability, skills and fast dispatch.
16
Logistyka części
Local warehouses and buffers.
A critical part closer to the device means shorter repair times and less risk of a second visit.
40k+
Doświadczenie operacyjne
Service and installation activities per year.
Processes are designed for a high volume of repeatable work across distributed locations.
24/7
Centrum Obsługi Zdarzeń
One place responsible for the entire incident lifecycle.
Intake, diagnostics, dispatch, escalation, SLA control and reporting.
SLA and parts logistics
Fast response starts before an incident is reported.
SLA performance is the result of the right structure: a local technician, available parts, an effective dispatch process and device data.
Zdarzenia krytyczneod 4 h
Highest priority for failures with a critical impact on parcel locker availability.
Obsługa standardowa8–12 h
Flexible SLA levels depending on incident class, location and service hours.
Zdarzenia niekrytycznedo 24 h
Planned interventions for faults that do not take the entire device offline.
Zdarzenia krytyczne: priorytet dla awarii mających kluczowy wpływ na dostępność urządzenia. Docelowy poziom SLA może zaczynać się od 4 godzin.
Monitoring and remote diagnostics
From reacting to failures to managing availability.
The dashboard can combine device status, open alerts, communication quality, power stability, SLA and recurring faults in one view.
Przykładowy kierunek funkcjonalny panelu klientaWidok demonstracyjny — konkretne metryki i integracje ustalane z klientem.
Image analytics and prevention
We detect problems before the user reports them.
A future development path can include image analysis and automatic recognition of external irregularities around the device.
Przykładowe przypadki: ekran, oświetlenie LED, otwarte drzwi, zablokowana skrytkaRozwiązanie może generować alert do dalszej obsługi w COZ.
Field Service + cleaning
One visit can achieve more.
A technical intervention can be combined with a visual check, photo documentation and activities that maintain the appearance of the device.
✓naprawa i test urządzenia
✓czyszczenie ekranu i obudowy
✓kontrola uszkodzeń i wandalizmu
✓zdjęcia przed i po realizacji
✓elektroniczny protokół
✓informacja o kolejnych zaleceniach
Flexible cooperation model
You don’t have to hand over the whole of Poland at once.
We can start with a pilot, selected regions or as backup for the current provider. The model can scale with SLA results.
01
Full outsourcing
COZ + technicians + parts + SLA + reporting. One partner is responsible for the entire process from end to end.
Discuss the model →02
Field Service
We take over field interventions and local resources while the client keeps its own system and Help Desk.
Discuss the model →03
Backup / region / pilot
We complement the existing network in selected regions, for specific device types or during peak periods.
Start with a pilot →Wybrany wariant: Pełny outsourcing • możesz zmienić wybór klikając kartę
Let’s see how we can keep your APM network running.
From a pilot in a selected area to full nationwide service in Poland with COZ 24/7 and SLA reporting.
