break/fix incidents

10:08 Sep 11, 2018
This question was closed without grading. Reason: No acceptable answer

English to French translations [PRO]
Tech/Engineering - SAP
English term or phrase: break/fix incidents
Set an appropriate Priority for the ticket.
There are 6 levels of priority:
1 – Very High (Urgent):
These are large-scale break/fix incidents such as SAP being down, shop floor system is down, a production line being unable to produce, etc. These are incidents that need to be resolved in hours in order to avoid a direct impact on revenue or customers.

Summary of answers provided
4 -1incidents liés à une panne ou a une réparation
Renvi Ulrich
5 -2incidents couverts par un/le contrat [de maintenance] de type Panne-Réparation
Summary of reference entries provided
Break/fix model



1 day 6 hrs   confidence: Answerer confidence 5/5 peer agreement (net): -2
incidents couverts par un/le contrat [de maintenance] de type Panne-Réparation

"break/fix" is a type of contract which is basically limited to ONLY "fixing what's broken - when and if it's broken" [= reactive action], as opposed to a contract for regular maintenance [=preventative action] or a contract for providing IT services.

Les services après-vente ont longtemps été partisans du modèle Break-Fix (ou Panne-Réparation), méthode réactive consistant à effectuer les réparations en fonction des besoins, en opposition à la méthode prédictive qui consiste à intervenir avant même qu'un dysfonctionnement ne survienne. Cependant, à mesure que les attentes clients évoluent et que le secteur de la production se consolide, il est plus important que jamais de réduire au minimum les temps d'arrêt, et idéalement, de les éliminer.

United Kingdom
Local time: 13:37
Native speaker of: Native in SerbianSerbian, Native in FrenchFrench
PRO pts in category: 4

Peer comments on this answer (and responses from the answerer)
disagree  GILOU: contrat [de maintenance] de type Panne-Réparation, on ne trouve ça nulle part sur Google, c'est comme sorti d'un chapeau de magicien ce contrat de maintenance
11 hrs

disagree  Renvi Ulrich: Well said, Gilou.
4 days
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2 hrs   confidence: Answerer confidence 4/5Answerer confidence 4/5 peer agreement (net): -1
incidents liés à une panne ou a une réparation

"break-fix" model = modèle 'panne-réparation'

Ainsi, les activités de maintenance passent d'un modèle panne/réparation à un modèle axé sur le proactif orienté résultats.

Note added at 2 hrs (2018-09-11 12:36:58 GMT)

"à une réparation" Sorry for the typo.

Note added at 5 days (2018-09-17 08:56:31 GMT)

A break can cause a disruption of part or all of a system.
Other times, a fix can have the same effect: A system can be totally or partially put "down" for maintenance/fix purposes.

Renvi Ulrich
Local time: 14:37
Native speaker of: Native in FrenchFrench

Peer comments on this answer (and responses from the answerer)
disagree  Daryo: you misinterpreted the term, I'm afraid // anyway "incidents liés à une réparation" would mean shoddy work done in repairing/fixing something, so you need redoing the repairs - you wouldn't put in a contract that something like that could happen?
1 day 3 hrs
  -> A repair can indeed require that operations of a company be affected for a while. I'm afraid you don't get the full meaning of incident in French.
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Reference comments

2 hrs peer agreement (net): -1
Reference: Break/fix model

Reference information:
break/fix model
Posted by: Margaret Rouse

Contributor(s): Spencer Smith
For IT services companies, break/fix is a method of providing IT support to customers. Break/fix services are generally fee-based and rely on a customer contacting the IT services company when repairs and upgrades are needed.

While break/fix usually works on a time-and-materials basis, in which the contractor charges an hourly rate plus the cost of parts, there are some exceptions. For example, a break/fix company might offer discrete services, such as virus removal, at a flat rate instead of an hourly rate, usually because the contractor has a clear idea of the time involved.

Break/fix is sometimes distinguished from managed IT services, an approach in which IT service companies take responsibility for customers' IT systems and provide monitoring and management. Whereas break/fix companies resolve their customers' IT issues only when support is required, managed service providers (MSPs) focus on preventing potential IT issues from disrupting business operations and use service-level agreement (SLA) contracts to guarantee the monitoring and management of customer IT systems at a flat fee.

In the IT services industry, the break/fix service model has received criticism for being a "reactive" method for caring for customers' IT systems. Some argue that the model inherently creates a situation where break/fix companies will see greater financial gain from fixing customers' IT issues than from taking preemptive measures to prevent issues from occurring in the first place. The managed services model therefore is seen by many as a superior IT support model, because MSPs proactively monitor and manage customers' IT systems and offer a billing structure that customers can control through SLAs.

While in the past, break/fix was a prevalent model for providing IT support, many IT services companies have since transitioned to the managed services model. However, numerous MSPs continue to offer and derive a portion of their annual revenue from break/fix services.

This was last updated in June 2015

Note added at 2 hrs (2018-09-11 12:26:34 GMT)

What is an Incident?

An incident is an event that leads to an unplanned disruption of service. The important part to remember is ‘disruption of service,’ because if an issue does not disrupt service, even if it was unplanned and unexpected, it is not an incident. For example, if a piece of hardware fails after hours when nobody is using the system, it is not an incident, because it did not disrupt service. However, if the same equipment failed during the regular workday, it would be defined as an incident because service was, in fact, disrupted. The IT help desk is often the first ones to be made aware of an incident, as they are usually the first point of contact for users experiencing issues with the system.

United Kingdom
Native speaker of: Native in SerbianSerbian, Native in FrenchFrench
PRO pts in category: 4

Peer comments on this reference comment (and responses from the reference poster)
disagree  Renvi Ulrich: It's overtranslated. No trace of the concept of "contract" in the source text.
1 day 4 hrs
  -> so you expect everything to be served on a plate? Ever noticed that people "in the trade" when they write for people in the same trade, NEVER put the bits that are "obvious" **to them**, and couldn't care less about puzzled/mislead Joe Public "outsiders"
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