Answers to your FAQs.
The main things to know about Support 27/7 and Third Party Maintenance.
At Support 27/7 we help companies save money in and around their data centres, specifically in the areas of storage, server, and network assets. Perhaps an overly simplistic description, we understand you are likely to have an abundance of questions about our third party support packages or Support 27/7 as a competitor within the industry. For your convenience, we’ve compiled a list of answers to our most frequently asked questions:
What is Third Party Maintenance?
Third Party Maintenance (TPM) is an alternative to traditional OEM (Original Equipment Manufacturer) services provided by an independent, non-OEM company. Third Party Maintenance works to extend the useful life of data centre hardware by providing coverage for years after the OEM’s initial warranty has expired. Third party support brings competition to the support market, which was previously monopolised by OEMs. By offering greater choices and flexibility, TPM providers are helping to drive innovation, lower costs, and enable consumers to break free from rigid OEM upgrade cycles.
Which brands do you support?
No matter the brand, Support 27/7 has a solution for your data centre. Our certified engineers have extensive experience and in-depth product knowledge across multiple manufacturers. Support 27/7 offers flexible hardware solutions for most all major OEM branded devices including: Dell, EMC, NetApp, IBM, HP, Cisco, Hitachi, HPE Nimble, Brocade, Fujitsu, Juniper, Nutanix, Overland, Sun/Oracle, F5, Bull, and more. Don’t see your model name/number? Simply shoot us a message and we’ll reply with a quote in just a few minutes!
How is your support so much less expensive than the OEM?
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Unlike the costs of maintenance with OEMs which tend to grow well above inflation with each passing year in an effort to incentive regular hardware upgrades, third-party providers can keep their rates much more stable.
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Third party maintenance providers don’t have to make significant investments into hardware research and development as OEMs do. With an exclusive focus on the support operations side of the industry, third party providers are able to streamline processes and keep costs considerably low.
Third party support contracts are typically anywhere from 40% – 70% less than the manufacturer equivalent, helping to create room within normally strict IT budgets. Companies that partner with Support 27/7 specifically can save up to 80% on support and hardware in comparison with OEMs. Third party support providers usually possess a wider variety of skills and experience with multiple manufacturer brands, as well as more flexible service options.
What other services do you provide?
Support 27/7 offers a wide selection of services, all of which are designed to solve problems surrounding hardware and support within your data centre. We help customers in many different ways, with our 3 main services being third party maintenance, hardware services, and equipment buyback.
What types of SLAs do you offer?
Whether you require 24/7/365 help desk with a 4-hour maximum response time, or simply parts as needed, Support 27/7 has the support plan for your business. While we do have 4 main Service Level Agreements (SLAs), we can also customise a maintenance program to meet your needs. From most to least responsive, our 4 SLAs include:
- Level 1 Support: 24x7x4
- Level 2 Support: 24x7xNBD
- Level 3 Support: 8x5xNBD
- Level 4 Support: Parts Only
With premature end of support dates, rigid SLAs, and the “shortest” available agreement term being 12 months in duration, OEMs are anything but flexible. Support 27/7 contracts can start at just three month. These agreements are also much more configurable, allowing clients to define SLAs and coverage on a per-asset basis.
Who can benefit from Third Party Maintenance?
Organisations of all sizes and across all industries stand to benefit from Third Party Maintenance. Most commonly, Support 27/7 helps companies experiencing:
- Aging critical infrastructure devices
- Expiring equipment warranties
- Declining IT budgets
- Increasing data centre needs
- Short-term/sudden company growth
- Looking to repurpose older equipment
- Seeking alternatives to OEM services
Can you provide software patches and updates?
For the vast majority of manufacturers, Support 27/7 have full access to your equipment’s latest software and firmware requirements. Contact us to check on your specific requirements.
Who do I speak with when I have a data centre issue?
Support 27/7’s highly experienced and personable Service Representatives! Each staff member at Support 27/7 has seen it all before, so you can be confident you’re receiving educated and experienced answers to issues within your data centre. In the event of an urgent malfunction or system failure, we also offer a 24×7 help desk along with 24/7/4hr on-site access to engineers.
Our dedicated team members will take a personal interest in finding resolution to your support issue. We pride ourselves on providing clients with real people, reliable service, and our undivided attention – so you never feel like just an account number.
Interested? For questions on Support 27/7’s third party Cisco maintenance services please contact Support 27/7 here.