Hardware Maintenance – Independent Multi-Platform Provider vs Original Equipment Manufacturer-Vendor


The occasions of all your company applications being based on a single midsize or main frame system are beyond.

Considering that you now operate a range of platforms, probably from a range of various vendors – what would be your best options for maintaining these? This article looks at the benefits of using a different multi platform hardware maintenance supplier versus a Original Equipment Manufacturer for your mixed environment.

Single Point of Contact

When something goes wrong, you will need help fast. If you have all of your critical systems covered by a single independent hardware care contract there is only one supplier to how to manufacture a product .

An independent hardware maintenance company that’s focussed on fast answer will give you with a direct pager number for your dedicated service engineer, which means you will not have to spend your time talking into an overseas contact centre. Your engineer will telephone you back in just ten minutes, and can be on your own assumptions, usually with all the suitable spare area, within fourteen days.

Abilities and Experience

An engineer devoted to your account becomes comfortable with your IT environment, your locations, your own staff and your organization imperatives. To put it differently, they have become an extension of your team, working together with one to maximise system uptime and boost the reliability and operation of your small business systems.

With Intel servers accountable for hosting the majority of business-critical systems now, their smooth operation is crucial. A professional skilled in assessing and solving problems over multiple vendor platforms has got a far superior knowledge to a vendor’s engineer that merely has connection with the one platform.

And, since independent hardware care providers are able to give more varied and intriguing work and improved opportunities for career advancement, your supplier will have attracted the highest calibre of both vendor-trained engineers using a can-do attitude and strong focus on customer service delivery.

Streamlined Supplier Management

By combining all of your equipment under one independent hardware maintenance provider you lower the administrative overheads of managing multiple providers and contractual arrangements.

When an error might be conducive to one of the items – such as your routers, servers or datastorage – subsequently using a single maintenance provider can reduce resolution times and avoid finger-pointing between multiple suppliers.

Beware – many vendors offer a’full maintenance solution’ that include support for platforms apart from their very own. But they sub contract one other equipment to third parties, that may lead to confusion within the’ownership’ of problems and introduces risk.

Another benefit of having just one individual hardware care service provider may be that the cost benefits you can reach by consolidating multiple hardware maintenance contracts across all your equipment at all your locations, regardless of vendor. Multi-platform service suppliers like Interactive can supply volume discounts

Again, watch out for equipment manufacturers offering a multiplatform maintenance arrangement based on subcontracted services. You may be paying a single bill for all your gear maintenance but, in reality, your critical equipment is being encouraged by multiple organisations, all operating their particular processes and teams of care engineers – and most of needing to earn a profit – that reduces the service value you buy for the dollar.

Many vendors require annual payment beforehand – look for a third-party care provider that invoices monthly. Besides the income benefits, this kind of arrangement needs to allow one to add and delete equipment from your maintenance contract on just 30 days’ notice – which minimises the administrative costs involved with reconciling statements with inventory lists.


When considering whether to deal using a hardware seller for maintenance – or moving the independent hardware upkeep supplier course – ask yourself about the core company and also key goals of each corporation:

  • Will they focus on selling and upgrades me more hardware – or will they be dedicated to helping me get the most from my current technology expenditure?
  • Are they truly focusing on minimising system downtime and also maximising systems availability? Can they possess the methodologies and processes in place – including optimum ratios of all engineers and spare parts to approaches under contract – to fulfill up with the service levels we will need to encourage our small business? (A great measure of these factors is their”first-call fix rate”, as this has a direct bearing on the time required to solve your hardware problems.)
  • Finally, will my vendor declare an random End of Service Life (EOSL) after which they will no longer offer support and maintenance, forcing me to upgrade or will I extend the life span of my equipment by using an independent hardware maintenance supplier?

While sellers are inclined to promote upgrades every 3 decades, based on industry analyst Gartner, businesses with hardware replacement cycles based in an asset’s true useful life within an organization – three to four years – could reach savings of 10-20percent to their overall hardware budget. The subsequent article in this series discusses how a different hardware care provider is able to help you expand the service life of equipment, giving you an improved return on your hardware investment.

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