Computer and Hardware Maintenance — The EGreed Field Standard
The full EGreed hardware maintenance standard: the 40-point service checklist, preventive schedules by device class, power and dust countermeasures for Rwandan sites, spare-part logistics, and the SLA matrix behind every maintenance contract.
On this page
Why hardware fails in Rwandan offices — and what to do about it
Almost every hardware failure EGreed engineers attend traces back to five causes: dust ingress, heat, unstable mains power, ageing batteries and unmonitored storage. None of them are surprises, and all of them are cheaper to prevent than to repair. A maintenance programme is not a luxury purchase; it is the difference between a fifteen-minute service visit and a lost working day for an entire department.
The EGreed field standard below is the same document our engineers carry. We publish it so customers can audit exactly what they are paying for.
The 40-point service checklist
Physical
- Compressed-air dust extraction of chassis, vents, fans and PSU intake
- Fan bearing noise and RPM check under load
- Heatsink reseat and thermal paste renewal where temperatures exceed threshold
- Keyboard, trackpad, port and hinge inspection
- Screen, webcam and speaker function test
- Cable, charger and docking station inspection for fraying or heat damage
- Rack rail, cable management and airflow blanking-panel check for servers
Power
- Battery health, cycle count and design-capacity delta
- Charger output voltage test
- UPS battery load test and runtime verification
- Surge protection and earthing verification at the socket
- Generator changeover test where applicable
Storage and memory
- SMART attribute read with pre-failure thresholds recorded
- Bad sector and read-error scan
- Free-space and fragmentation review
- Memory diagnostic pass
- RAID array health, rebuild status and hot-spare presence
Software and security
- Operating system and driver patch level
- BIOS/UEFI firmware version and update where certified
- Endpoint protection installed, updated and reporting
- Disk encryption enabled and recovery key escrowed
- Local administrator account audit
- Backup agent installed and last successful job verified
Network and peripherals
- Wi-Fi signal, driver and roaming behaviour
- Ethernet link speed and cable certification
- Printer roller, drum, toner and firmware check
- Scanner glass and feeder service
- POS terminal, barcode scanner and cash drawer test
Records
- Asset register updated with serial, user, location and condition grade
- Warranty status and expiry recorded
- Photographic evidence of condition where damage exists
- Recommendation logged: keep, repair, upgrade or replace
Preventive schedule by device class
| Device class | Service interval | Focus |
|---|---|---|
| Laptops (field use) | Quarterly | Dust, thermal paste, battery, hinge, disk health |
| Desktops (office) | Every 6 months | Dust, PSU, disk health, patching |
| Workstations (design/engineering) | Quarterly | Thermal performance, GPU, RAID, memory |
| Servers (on-premise) | Monthly remote, quarterly on-site | RAID, firmware, PSU redundancy, environment |
| Printers and MFPs | Quarterly or by page count | Rollers, drum, calibration, firmware |
| UPS units | Every 6 months | Battery load test, runtime, alarm test |
| Network switches and APs | Every 6 months | Firmware, port errors, heat, mounting |
| CCTV and NVR | Quarterly | Lens cleaning, storage retention, recording integrity |
| POS terminals | Quarterly | Printer head, scanner, connectivity, power |
Response and repair SLA matrix
| Severity | Definition | Response | Target restoration |
|---|---|---|---|
| P1 | Site down, server or network failure, no workaround | 15 minutes | 4 hours |
| P2 | Department blocked or a critical device failed | 1 hour | 8 hours |
| P3 | Single user affected with a workaround | 4 hours | 2 business days |
| P4 | Request, install, move, add or change | 1 business day | 5 business days |
On-site response is 4 hours inside Kigali and next business day in districts covered by the Musanze, Rubavu and Huye branches. Loaner devices ship the same day for P1 and P2 hardware failures under Business and Enterprise plans.
Spare parts and repair logistics
- Fault confirmed remotely or on site, and the part identified by exact model
- Spare pulled from the branch stock or the Kigali central pool
- Loaner device issued so the user keeps working
- Repair completed at the branch counter or the Kigali workshop
- Data integrity verified and the device returned with a service report
- Failed part logged against the asset history to detect batch defects
EGreed keeps consumable stock — SSDs, RAM, batteries, chargers, fans, keyboards, printer rollers and UPS batteries — at every branch, so the majority of failures are resolved without waiting on an import cycle.
What you receive every month
- Service visit report per site with photos and completed checklists
- Asset register export: serial, user, location, condition grade, warranty
- Failure trend analysis by device model and by site
- Replacement forecast for the next 6 and 12 months with budget figures
- SLA performance: tickets by severity, response and restoration achieved
Request this service
Use the service request form at the bottom of this page. It routes your request to the owning EGreed team, confirms a first-response time and lists exactly what happens next. You can also email support@egreedtech.org or call +250 795 822 290.
Delivery is backed by 1 Kigali headquarters, 8 Rwandan data centres and 3 branch service centres, with servers in 10 African countries and presence in 70 countries worldwide.
Official EGreed links
- EGreed Technology — egreedtech.org
- All EGreed services
- Request a quote or site survey
- EGreed Cloud
- EGREED ID
See also the services hub, the FAQ hub and the locations and infrastructure map.
Frequently asked questions
How often should office computers be serviced in Rwanda?
Field-used laptops quarterly, office desktops every six months, and on-premise servers monthly remotely with a quarterly on-site visit. Dust and power instability make longer intervals expensive.
Does EGreed repair devices it did not supply?
Yes. EGreed maintains and repairs any brand of computer, server, printer, UPS, switch or POS terminal regardless of where it was purchased.
Will I lose my data during a repair?
No. Every repair begins with a verified backup or a full disk image, and data integrity is checked before the device is returned with a signed service report.
How fast can an engineer reach my office?
Four hours inside Kigali for P1 and P2 incidents, and next business day in districts served by the Musanze, Rubavu and Huye branches.
Do you provide loaner devices?
Yes — Business and Enterprise maintenance plans include same-day loaner laptops and desktops so staff keep working while a repair is completed.
What does a maintenance contract cost?
Pricing is per device per month and scales with device count, sites and SLA. Request a quote through the form on this page for a fixed figure in RWF.