Support engineers managing contract in warehouse

Here's how to avoid expensive post warranty support

23 August 2016

Three years ago, during your company’s last network refresh, you purchased a range of networking equipment, servers and storage from a couple of different vendors.

The equipment was top of the range, brand new, and came with a three year warranty directly from the vendor. Fast forward to today, and your hardware is a bit older, there are better models available, and your hardware is reaching end-of-warranty. However, the hardware is still fulfilling its purpose perfectly, and there’s definitely no reason to replace it. If that is the case, what are your options for post-warranty support? Do you go back to the vendor and renew your expensive product support contract, or is there an alternative option? (spoiler: yes.)

What’s the alternative to hardware support directly from the vendor?

The answer to direct vendor support is of course to receive your end-of-warranty support from a third party maintainer (TPM) or channel partner. The main difference from purchasing a support renewal directly from the vendor is price, with third party maintainers offering huge discounts – normally 50% or more.

This reduced price doesn’t necessarily imply a reduced level of service. In contrast, the right third party support provider can offer equal or improved levels of service, with attractive turn-around times and SLAs. 

Cost is always a key factor, but are there any other benefits to working with a third party maintainer?

Other than the price of support, there are a number of service-led advantages that come with an end-of-warranty support contract from the right third party support provider. Here are three such examples:

1. Single point of contact for multiple vendors

IT infrastructures generally consist of technologies sourced from different OEMs – your phone capabilities may be managed by Mitel, your servers and storage by IBM or EMC, and your networking equipment by Cisco. Multiple vendor support means multiple vendor support contracts, while a third party maintainer can support all of the above, resulting in one point of contact for your entire infrastructure.

2. Flexible SLAs

Dealing with large multinational OEMs and vendors leaves little room for negotiation when it comes to fleshing out your support contract. In stark contrast, working with a TPM for your hardware support allows breathing room, enabling you to come to an agreement on SLAs such as next-day (or even sooner) engineer to site, tier-based models for different hardware, and a dedicated service desk.

3.Ongoing support, even after end-of-life is announced

Leading support providers can also continue to support hardware even after it’s reached end-of-life status from the vendor. As long as there are spare parts available in the supply chain, end-of-life hardware that functions effectively doesn’t need to be replaced, meaning that businesses can sweat their assets over a longer, more cost-effective period. 

How can Prodec Networks help your business with its support requirements?

Prodec Networks is one of the UK’s leading technology and support solutions provider. Its large team of experienced technology specialists and engineers are capable of supporting and maintaining IT infrastructures of businesses no matter the size and sector.

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