Parcel locker maintenance with response times measured in hours

Scope of work

• On-site fault diagnosis, with mechanical and electronic inspection
• Repair of locks, runners, doors and locker modules
• Replacement of electronic components and controllers
• Scheduled inspections using the same checklist across the whole network
• Repairing vandalism and break-in damage

How a ticket works

You, or someone you have given reporting permission, submit the ticket in the MK Logistic Service APP with a photo of the fault. It goes straight into our queue, bypassing the helpline and the email inbox where tickets get lost.

From then on you see what we see: who accepted the job, when they set off, where they are and what the repair status is. You do not need to call and ask.

• A ticket with a photo, submitted in seconds
• Live status: New → Assigned → On the way → On site → Resolved
• A photo after the repair: without it the technician cannot close the job
• The full visit history for each device

Response time

A ticket sent from the app on a working day before 5 pm is accepted and assigned to a technician the same day.

We write the travel time into the SLA in hours, with one figure for a breakdown that stops parcels being released and another for a fault in a single locker. It depends on the number of devices, how widely they are spread and whether the site is open around the clock.

Scheduled inspections

An inspection uses the same checklist for every device in the network, at an agreed interval. This lets you compare the condition of lockers across sites.

Inspections pick up what nobody reports: play in the runners, worn locks, corrosion where water collects. Each of these ends in a breakdown at the worst possible moment, in the pre-Christmas peak.

• Check of compartment mechanics and door closing
• Check of locks and runners for play and wear
• Assessment of the coating and areas exposed to corrosion
• Power test and controller response check
• Entry in Coordinator with before and after photos

What a visit report contains

Every visit ends with an entry that stays with the device permanently. After a year you can see how many times this particular locker needed attention and what the repairs involved. That record helps you decide whether the device stays at the site or goes for relocation.

• Date, arrival time and the technician's name
• Description of the fault and the work carried out
• A photo after the repair: without it the job cannot be closed in the system
• List of replaced components

Where we work

We maintain devices in Poland and across Europe. For networks spread over several regions, we split the devices between crews assigned to each region, so travel time does not eat into the response time in your contract.

For jobs outside Poland we agree terms separately: distance affects the cost and the SLA terms.

Repair or replace

With older devices there comes a point where another repair no longer pays off. We leave that decision to you, and we give you the figures to base it on: the device's visit history shows how many times we came back to the same component and at what intervals.

If the same module fails a third time within a year, the cause usually lies in site conditions: flooding, vandalism or loads beyond what the device was designed for. In that case, changing the installation or relocating the device helps.

Other vending machines

We also maintain vending machines, water vending machines and flower vending machines. We agree the scope and terms separately for each type of device.