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


The days of your entire organization applications being predicated on a single midsize or mainframe system are past. Today, few businesses are’single-vendor shops’, having acquired systems to satisfy specific purposes from different sources, in addition to running key applications and file-serving on Intel-based servers.

Considering the fact you now operate a range of platforms, probably by a range of different vendors – exactly what are the best options for maintaining these? This article examines the benefits of employing a different multi-platform hardware maintenance service provider versus an Original Equipment Manufacturer for the mixed environment.

Single Point of Contact

If how to manufacture a product goes wrong, you need help fast. When you have all your critical systems covered by one independent hardware care contract there’s just one supplier to get into.

An independent hardware maintenance supplier which is focussed on fast reply will provide you with an immediate pager number for your dedicated service engineer, and that means you won’t have to spend time talking to a overseas contact facility. Your engineer will telephone you straight back in just ten minutes, and may be on your premises, frequently with all the proper spare area, within two hours.

Skills and Experience

An engineer devoted to your account becomes familiar with your IT environment, your locations, your own staff and your company imperatives. To put it differently, they become an extension of your team, working together with one to increase system uptime and increase the reliability and performance of your business enterprise systems.

With Intel servers responsible for hosting the vast majority of business-critical systems today, their smooth operation is critical. A professional proficient in assessing and resolving problems over multiple vendor platforms has a far superior knowledge to a vendor’s engineer who only has connection with the one platform.

And, being independent hardware care providers can give more varied and intriguing work and improved chances for career advancement, your supplier will probably have attracted the maximum calibre of vendor-trained engineers with a can do attitude and solid focus on customer service shipping.

Stream Lined Supplier Management

By mixing all of your equipment under a single independent hardware care provider you decrease the administrative costs of managing many suppliers and contractual arrangements.

If a fault could be attributable to one of several pieces of equipment – such as your servers, routers or data storage – then having one maintenance provider can lower resolution times and avoid finger-pointing between multiple providers.

Beware – most sellers provide a’full care solution’ that includes support for platforms besides their very own. Nevertheless they subcontract one other equipment to third parties, which can lead to confusion on the’ownership’ of problems and introduces risk.

Economies of Scale

Another benefit of having one individual hardware care service provider is that the fee savings you can achieve by joining several hardware maintenance contracts together with all of your equipment at your entire locations, irrespective of seller. Multiplatform service suppliers like Interactive can provide volume reductions

Again, avoid equipment manufacturers offering a multiplatform maintenance agreement based on sub contracted services. You may be paying a single bill for your entire hardware maintenance however, the truth is, your critical equipment will be encouraged by multiple organisations, all operating their particular processes and teams of maintenance engineers – and needing to make a profit – which reduces the company value you buy for the dollar.

Many vendors require annual payment beforehand – try to find a thirdparty care provider that invoices monthly. Apart from the cashflow benefits, this kind of arrangement will enable one to add and delete tools out of the maintenance contract on just 30 days’ note – that minimises the administrative overheads involved with reconciling bills with inventory lists.


When considering whether to contract with a hardware vendor for maintenance – or going the hardware care supplier route – Consider concerning the core company and also essential goals of each organisation:

  • Can they concentrate on selling and upgrades me hardware – or should they’re devoted to helping me get the absolute most out of my current technology investment?
  • Can they truly focussed on minimising system downtime and also maximising systems availability? Do they have the methodologies and procedures in place – including optimum rates of all engineers and spare parts to approaches under contract – to meet the service levels we have to encourage our organization? (A good step of these facets is the”first-call fix speed”, as this has a direct bearing on the time taken to solve your hardware problems.)
  • Eventually, will my vendor declare an random End of Service Life (EOSL) after which they will no longer provide support and upkeep, forcing me to upgrade or will I extend the life of my equipment by simply utilizing an independent hardware care service provider?

While vendors tend to advertise updates every three years, according to industry analyst Gartner, businesses with hardware replacement cycles based in an asset’s true useful life within an organization – three to five years – could reach savings of 10-20percent to their overall hardware funding. The next article in this series discusses how an independent hardware maintenance provider can help you expand the service life of equipment, providing you an improved return on your own hardware investment.

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