What happens when something breaks?
Monitoring flags it before a resident reports it, the compartment is taken out of service automatically, and repair is the provider's job.
Three things should happen, in this order, and none of them should involve your on-site team.
It gets noticed without anyone reporting it
Compartment locks, the kiosk and connectivity are monitored. A door that stops responding, a module that drops offline, a fridge drifting out of temperature: these surface as alerts rather than waiting for a resident to complain. That matters more than it sounds, because most residents do not report faults. They just stop using the thing.
It is taken out of service immediately
A failed compartment stops being offered in the app, so nobody reserves something they cannot collect. A broken individual item is retired from the catalogue rather than left to disappoint the next four people.
Someone whose job it is turns up
Repair and replacement sit with the provider under both commercial models. The distinction between them is who owns the asset, not who fixes it.
The question worth asking
Not "do you have support", because everyone says yes. Ask for the response time, in writing, and what happens outside business hours. Then ask what happens if the whole installation is down for a week: who tells the residents, and what the building is owed.
Get this answered for your building
A proposal states which figures are contractual and which are estimates, in writing.