Maintenance
Uptime isn't optional. We keep you running.
IW maintains POS and IT hardware in the field for multi-site retail, grocery, and QSR: on-site repair, replacement parts, and ad-hoc support when priorities shift. A network of 1,850+ vetted technicians reaches 99% of the U.S. within 100 miles and resolves 90% of requests the same day.
On-Site Repair
Qualified techs come to the store to fix hardware in place extending the life of what you've already deployed. IW's network of 1,850+ vetted technicians reaches 99% of the U.S. within 100 miles, resolving 90% of requests the same day.
Replacement Part Delivery
When a part can be swapped without a visit, IW troubleshoots remotely and ships the replacement overnight so a store is back online without waiting for a truck roll. Backed by 40,000 shipments a year and real-time inventory tracking.
Ad-Hoc Services
On-demand techs and hardware when priorities shift extra hands for a peak week, an unplanned incident, a one-off across sites. Built for high-frequency retail, QSR, and c-store, without pulling your core team off their work.
We don't miss SLAs. We write them in ink.
Something down, or bracing for peak? Tell us what you're running.
What IT and Ops Teams Ask Us About Uptime
How fast does IW resolve a hardware issue?
90% of service requests are resolved the same day. IW's 1,850+ vetted technicians cover 99% of the U.S. within 100 miles, so a tech reaches most sites fast and when a part can ship instead, it goes out overnight.
What SLAs should I expect from a POS field service provider?
IW manages SLAs, exception handling, and field readiness from a centralized team, with same-day resolution on the majority of requests. The commitment is written into the agreement not a best-effort promise. Read the full answer
A terminal dies mid-shift. How fast can you get me a working one?
Fast enough that the lane isn't down waiting on a repair. For critical hardware, IW ships a replacement the moment a failure is confirmed, before the dead unit comes back so the store swaps in a working device instead of sitting in a return-and-repair cycle. (This is called advance exchange, and it's built for high-volume floors where a down device means a closed lane.) Read the full answer
Can one team handle repairs across all our locations?
Yes. IW runs on-site repair through a 1,850+ technician network across retail, grocery, hospitality, QSR, convenience, and distribution; nationwide break/fix, plus depot repair for spares and non-critical gear you'd rather send in than wait on. One team for every site, instead of a different local vendor in every market. Read the full answer