Break fix shouldn't mean chasing five vendors for one answer
One team for every vendor in your environment
Engineering across 25+ technology vendors
How it works: base break fix plus Optimized Services
Included with every ABF plan
- 24/7 Level 3 and Level 4 break fix: Reactive engineering across 25+ vendors when a fix can't be had from the vendor.
- Critical situation (crit-sit) and triage management: A coordinated response on critical, cross-vendor incidents until they're resolved.
- Multidisciplinary engineering access: A direct line to multidisciplinary engineering teams and core engineering functions.
- One platform, connected to your ITSM: Every incident tracked in XceloHub and integrated with your IT service management (ITSM) tool.
Optimized Services: add-ons for deeper engineering access
-
Resource Engineering: A named Level 3/4 engineer or subject matter expert assigned to your organization for a defined block of hours. Use them for integration, performance tuning, and ongoing optimization. Available for every vendor we cover, including Microsoft.
Formerly offered as Advanced Dedicated Engineer (ADE) and Advanced Dedicated Developer (ADD).
- Direct to L4 Engineer: A priority escalation path with immediate access to senior engineers, backed by a service level agreement (SLA), bypassing standard triage queues.
- Emergency Recovery: A high-intensity, short-term engineering response to resolve urgent outages or business-critical incidents, even if you're not a customer yet.
Powered by XceloHub
XceloHub, Xcelocloud's service platform, is the engine behind ABF. It brings ticketing, incident response, SLAs, and asset visibility together in one place. For ABF customers, that means faster engagement with senior engineers, streamlined vendor coordination, and one view of every incident from open to resolved.
Key customer benefits
- Faster resolution across vendors: 24/7 access to experienced Level 3 and Level 4 engineers who resolve complex issues without separate vendor queues.
- Reduced operational complexity: One service model, one platform, and one escalation path across every vendor.
- Lower overhead and costs: Less time coordinating parallel vendor conversations, plus specialist coverage without full-time hiring.
- Critical staffing gap coverage: Specialized engineering resources on demand, without long hiring cycles.
- Improved uptime and continuity: Faster fixes mean less disruption to users and operations.
- Strategic focus for IT: Break fix and multi-vendor coordination come off your team, so they can focus on transformation and innovation.
Why Advanced Break Fix 365?
Modern IT spans more vendors than any one team can manage. It needs a unified, expert-led approach that adapts to your environment, evolves with your business, and delivers measurable results across your technology landscape.
- Senior engineers first: Your incident goes to Level 3 and Level 4 engineers, not a tier-one script, with no handoffs between vendors.
- Multi-vendor in one engagement: Engineers who understand how your platforms fit together, so they solve problems where technologies meet.
- One team, one platform: Every incident tracked and documented in one place, with each fix fed back into monitoring and runbooks to reduce repeat issues.
Backed by one of the IT channel's fastest-growing engineering partners
ABF is delivered by Xcelocloud, a channel-first, multi-vendor IT services company with a deep bench of Level 3 and Level 4 engineers. Managed LCS owns your relationship. Xcelocloud's engineers do the work.
- Inc. 5000, two years running: No. 748 nationally and No. 24 in IT Services in 2026, up from No. 1,728 in 2025. (source)
- CRN Fast Growth 150, two years running: No. 26 in 2026, after No. 8 in 2025. (source)
- 25+ OEM ecosystems: One platform and one engineering team across all of them.
One partner from device to data center
Pair ABF with Warranty 365 to keep the devices your teams use in service, and with Data Center Disposition when infrastructure is ready to retire. One point of contact for the whole lifecycle.
Start with the fix, add what you need
ABF is often the starting point. When an incident needs hands on equipment, Field Services sends a technician. Recurring issues can move into Managed Services for 24/7 monitoring, and larger fixes become scoped Project Services. Every service runs on XceloHub under one governance model, so you add services without adding vendors.
Get to a fix faster
Contact your Managed Lifecycle Services Account Executive to book a brief discovery call and see how ABF can help your IT team work smarter, not harder.