What this practice does
Field services is where a global promise is either kept or exposed. Our model is deliberately unfashionable: we employ the workers, we own the logistics hubs the parts come from, and we do not broker the visit to whoever is cheapest that week. When a technician walks into your site in Turin, Kuala Lumpur or Las Vegas, they are a Cogent employee working to a Cogent installation standard.
That covers the full range of on-site work - reactive break-fix against an SLA, IMAC/D moves and changes, multi-site rollouts and refreshes, structured cabling, AV and Microsoft Teams Rooms, and wireless survey through to managed WiFi. Data-centre-cleared workers are available where the site demands vetting, escorts and change windows.
Every visit is dispatched, evidenced and closed in Cogent OS. The worker sees the job, the asset and the parts on the Field Worker Portal; you see the photographic evidence, the worksheet and the SLA clock in the Customer Portal. Parts come from the nearest of our nineteen owned hubs, so a failed part does not become a two-week freight conversation.
Field & On-Site Services at the centre
Each service line is its own contractable scope, and each runs on the same platform - so you can start with one and add the others without changing tools, portals or account teams.
Capabilities across the practice
Break-Fix & IMAC/D
SLA-backed reactive repair, plus installs, moves, adds, changes and disposals, scheduled around your change windows.
Smart Hands
Remote, standard and advanced tiers - from re-seating a cable to guided configuration under a remote engineer's direction.
IT Installation & Deployment
Multi-site rollouts, refreshes, new-site builds, IoT and Starlink installs, delivered wave by wave to a fixed standard.
Structured Cabling
Copper and fibre containment, routing, dressing, labelling and certified testing to the agreed installation standard.
AV Installations
Microsoft Teams Rooms, boardrooms and huddle spaces, plus managed AV support once they are live.
Wireless Surveys & WiFi
Ekahau predictive and validation surveys, design, deployment and managed WiFi with post-deployment remediation.
Site Surveys & Audits
Pre-work surveys, asset and cable audits, photographic as-built documentation into the CMDB.
Parts & Hot Spares
Spares pools held at the nearest owned hub, drawn down against the work order and replenished automatically.
Field engagement lifecycle - end to end on Cogent OS
The lifecycle on the left, the platform tooling that runs it in the middle, and the quality loop that holds it on the right. This is the same structure across all eighteen service lines, tuned per practice.
Measured, not asserted
One SLA framework, applied here too
| PRIORITY | DEFINITION | RESPONSE | TARGET RESOLUTION | UPDATES |
|---|---|---|---|---|
| P1 - Critical | Service down, site or revenue-critical system unavailable | 15 minutes | 4 hours | Hourly |
| P2 - High | Major degradation or a group of users affected | 30 minutes | 8 hours | Every 2 hours |
| P3 - Medium | Single user or non-critical function impaired | 2 hours | Next business day | Daily |
| P4 - Low | Request, change or scheduled work | 8 hours | 5 business days | On progress |
Indicative framework - targets are agreed per contract and measured in Cogent OS against the ITIL priority matrix. Attainment reported monthly and reviewed at QBR.
Four things that are hard to copy
Direct employment, not brokerage
The worker is ours. Vetting, clearance, training and quality stay inside Cogent, and the same faces return to your sites.
Parts from our own hubs
Nineteen owned logistics hubs, one per entity, holding your spares - so a part failure is a same-day conversation.
One standard everywhere
A documented installation and cabling standard applied identically in every country, evidenced photographically.
Visible in your portal
Live SLA clocks, arrival times and evidence in the Customer Portal, not a status email the next morning.
Questions buyers ask
Are your field workers really employed by you?
Yes - across the UK, EU, LATAM and APAC every field worker is employed by the Cogent entity in that country. It is the reason we can commit to vetting standards, DC clearance, training and continuity. Where a requirement falls outside our nineteen entities we say so and price the alternative openly rather than quietly subcontracting.
How fast can you get someone on site?
It depends on the contracted SLA and the site's distance from the nearest entity, but the standard commitments are 4-hour and next-business-day on-site response in metropolitan areas, with same-day for critical sites under a dedicated arrangement. Cogent OS dispatches on skill, clearance and travel time, and the arrival time is timestamped rather than self-reported.
What evidence do we get that the work was done properly?
A worksheet per visit with photographs, serial numbers, cable schedules where relevant, and the worker's sign-off, all attached to the work order in the Customer Portal. For rollouts and cabling we provide as-built documentation and certified test results, and the asset and CMDB records are updated as part of closure, not afterwards.
Can you hold our spares?
Yes. Hot-spare and consumable pools are held at the nearest owned hub in the country where the sites are, drawn down against the work order and replenished automatically to an agreed minimum. This sits in our Hardware, Warehouse & Lifecycle practice and is usually contracted alongside field services.
Do you handle data-centre sites with clearance requirements?
Yes. We maintain a pool of DC-cleared workers with the vetting, inductions and escort protocols the major colocation and hyperscale operators require, and the clearance validity is tracked in Cogent OS so an expired induction cannot be dispatched to a site that needs it.
Where this connects
This practice's service lines
Ready to scope this?
Tell us the countries, the sites and the service levels. We will show you which entity, which hub and which workers deliver it.