Break Fix & Continuity
Most partners report the failure. We catch it first.
Find out what downtime is costing you.
Tell us about your display network and we'll reach out within one business day.
YOU'RE IN GOOD HANDS.
A Channel Partners break fix specialist will be in touch shortly.
52% OF CONSUMERS STOP BUYING FROM A BRAND AFTER A BAD PRODUCT EXPERIENCE. A DARK DEMO UNIT OR A FROZEN SCREEN IS THAT BAD EXPERIENCE, ON YOUR SHELF.
PwC 2025 Customer Experience Survey
YOUR DISPLAY NETWORK DOESN'T WAIT UNTIL FRIDAY. YOUR SERVICE PARTNER SHOULDN'T EITHER.
We run break fix and continuity as one integrated program, not two disconnected services. The first layer is always on.
We watch the network. 24/7 automated monitoring runs across your full display footprint. Issues are detected remotely, triaged, and routed the moment they surface. Some are resolved without a visit. The rest are escalated to field response by severity, before they ever show up in a weekly report.
When something breaks, you shouldn't have to chase the fix.
The second layer puts trained hands on the problem. When a display needs a technician, we dispatch to the location, source the parts, complete the repair, and verify the fix with photo documentation before clearing the site. High-priority locations get emergency dispatch.
Every issue, status, and resolution flows in real time into OpenSky™ (our proprietary field intelligence platform). You see what is down, what is fixed, and what is still open across every store, without having to follow up.
HOW IT WORKS
PROGRAM SETUP
We document your full display and technology footprint, then set response protocols, escalation thresholds, and reporting requirements before the program goes live.
AUTOMATED MONITORING
24/7 surveillance runs across the network. Issues are detected remotely, triaged, and either resolved remotely or routed to the field based on severity.
FIELD DISPATCH & RESOLUTION
When on-site response is required, a technician is deployed. Parts are sourced, the repair is completed, and the fix is verified before the technician leaves.
VERIFICATION & REPORTING
Every resolution is documented with photo verification and logged in OpenSky™. You have real-time visibility into issue status across all locations.
ONGOING CONTINUITY
Scheduled preventive maintenance is layered into your program. Recurring issues are traced to the root cause and addressed before they affect uptime again.
PROVEN OUTCOMES
BRANDS STOP REPORTING DOWNTIME TO THEMSELVES AND START PREVENTING IT.
Here is what the network looks like once the model is in place.
For brands that need to move past issue tracking and understand what the patterns mean, a dedicated analyst connects your program data to outside context through a Strategy & Analytics engagement: which locations fail most, what the root causes are, and what is likely to surface next.
- 96% display uptime, against an industry average of 72%
- Roughly half of all display issues fixed on the first visit, with before and after functionality documented
- One accountable partner across the whole footprint: monitoring, dispatch, parts, repair, and verification
- A live view through OpenSky™ across every store, every program, every day
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What is retail break fix service?Retail break fix is the repair and replacement of broken in-store displays, demo units, fixtures, and technology at the store level. On its own it is purely reactive, fixing failures only after they have already cost sales. Channel Partners runs break fix as one integrated program with continuity: 24/7 monitoring detects issues the moment they surface, and our field teams resolve them on-site, so problems close before they spread across your network.
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What causes in-store displays and demo units to stop working?Displays fail from power and connectivity loss, worn or damaged components, software and firmware faults, and physical wear in high-traffic locations. Most failures are gradual, so they go unnoticed between visits and a unit can sit dark for days. Channel Partners closes that gap with 24/7 monitoring that flags issues as they happen, and field response that traces recurring failures to the root cause so the same problem stops repeating.
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How often should retail displays be maintained?High-traffic and powered displays should be monitored continuously and serviced on a preventive cadence, not only when something breaks, because calendar-only maintenance misses failures that happen between visits. Channel Partners combines 24/7 automated monitoring, which catches issues the moment they surface, with scheduled preventive visits sized to each location's traffic, display type, and how directly its uptime affects your sales.
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What's the difference between reactive and proactive display maintenance?Reactive maintenance fixes a display after it has failed and usually after someone reports it, so the downtime has already cost sales. Proactive maintenance catches issues before they reach the shopper. Channel Partners runs both as one program: monitoring and preventive visits to reduce failures, plus rapid on-site response for the ones that still happen, all under a single point of contact instead of separate providers.
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How quickly should a broken retail display be repaired?As fast as the location's value justifies, which is why response should be set by severity rather than one blanket window. Channel Partners configures response protocols and escalation thresholds with you before launch, so high-traffic, high-revenue locations get emergency dispatch. Because our 24/7 monitoring catches the failure early, the repair clock starts the moment the issue surfaces, not days later when someone finally reports it.
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How much does display downtime cost a retail brand?Far more than the repair itself. A dark demo unit is a missed sale every time a shopper walks past a product they cannot test, and PwC found 52% of consumers stop buying from a brand after a bad product experience. Channel Partners limits that cost with a model that holds 96% display uptime against an industry average of 72%, catching downtime before it compounds into lost conversions and eroded brand standards.
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Can in-store display problems be detected before customers or store staff report them?Yes, with continuous monitoring across the network rather than relying on someone to notice and call it in. Channel Partners runs 24/7 automated monitoring that detects and triages issues the moment they surface. Many are resolved remotely, and the rest are routed to field response by severity. This closes the gap between when a display fails and when it would otherwise be reported, which is where most lost sales hide.
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How do brands keep displays and demo units working across hundreds of stores?By managing the whole network as one program instead of store by store, since coordinating separate monitoring, dispatch, and reporting across a large footprint is exactly what lets downtime slip through. Channel Partners pairs centralized 24/7 monitoring with field technicians for on-site repair, all visible in OpenSky™ (our proprietary field intelligence platform), with one partner owning monitoring, dispatch, parts, and repair across every location.
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Who is responsible for repairing broken displays in retail stores, the brand or the retailer?Usually the brand. Retailers maintain their own infrastructure but are rarely responsible for a brand's displays, demo units, or interactive fixtures, so the brand owns keeping them functional. Channel Partners takes that off your plate, managing monitoring, dispatch, parts, and repair across the retailer network so uptime does not depend on store staff who have competing priorities and no stake in your brand's performance.
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How do you track display repairs across a large store network?Through a real-time platform that logs every issue, dispatch, and resolution with photo verification, so status is visible across the full network as work happens rather than in end-of-week summaries. Channel Partners runs every program on OpenSky™ (our proprietary field intelligence platform), giving you a single live view of what is down, what is fixed, and what is still open, location by location.
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What types of displays and in-store technology need ongoing maintenance?Interactive and powered displays, demo and try-me units, digital screens and signage hardware, and any fixture with components that can fail or wear. These carry the highest downtime cost because a malfunction stops shoppers from experiencing the product. Channel Partners monitors and maintains these across your footprint, prioritizing the powered and customer-handled elements where failures most directly affect sales, while flagging anything that needs permanent replacement.
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What should brands look for in a display maintenance partner?One partner that owns monitoring, dispatch, parts, repair, and verification, so there is no gap between the alert and the fix. Look for real-time visibility instead of end-of-week reporting, and proof that every repair happened. Channel Partners delivers all of it through OpenSky™ and trained W-2 field teams who are accountable to your standards, not gig labor with no stake in the outcome.
A DARK DISPLAY IS YOUR BRAND, OFFLINE. WE KEEP IT LIT.
You don't need a finished scope or a parts list. Tell us what your display network is supposed to look like, and you'll talk to the person who would actually run your program, not a sales desk.
LET'S TALK