In this article, we will explain the differences between the three types of network maintenance support used today:
OEM maintenance, third-party maintenance (
TPM), and
independent maintenance, along with their advantages and disadvantages.
IT equipment typically comes with a hardware warranty provided by the manufacturer. This warranty can range from the legal minimum to a lifetime warranty; however, this basic warranty only covers the hardware components of the equipment and only if the problem is due to a manufacturing defect or hardware malfunction. If any network equipment fails while under warranty, the manufacturer resolves the issue at no additional cost. However, these types of warranties do not guarantee SLAs or minimum response times. This can be a drawback for critical network equipment.
Maintenance contracts are available to guarantee response times. Maintenance contracts include hardware replacement under a guaranteed SLA, software updates, and manufacturer support for incidents or equipment malfunctions. This type of maintenance typically lasts between 1 and 5 years. These contracts can be renewed throughout the equipment’s useful life, as determined by the manufacturer.
But what happens if the manufacturer has determined that the equipment is no longer supported and will cease to provide maintenance? This is where third-party or independent maintenance providers step in to fill the gap left by manufacturers when it comes to equipment maintenance. Furthermore, the gap left by manufacturers has led to third-party maintenance services expanding to cover new equipment, offering services very similar to those provided by the manufacturers themselves—but at much more affordable prices.
Maintenance contracts can be obtained from original equipment manufacturers (OEMs), with options for you to choose the type of coverage and the contract term. However, manufacturers aren’t your only option when looking for a maintenance contract provider. Today’s business world is seeing the emergence of several third-party maintenance providers.
So the question is: Should I choose OEM maintenance or a third-party provider?
There are three advantages to using third-party maintenance from an external provider:
- Low maintenance costs—you can save up to 70% compared to OEM parts
- Support for multiple manufacturers—all under a single contract
- Support for legacy systems is no longer provided by the OEM
These advantages sound great; however, you should also consider the disadvantages, which include:
- Skepticism because they are not the manufacturer
- Parts Availability
OEM Maintenance
Generally, OEM maintenance contracts cannot compete on cost with those of third-party providers, as the OEM's price is quite high in comparison; however, they offer the following benefits:
- Specialized technicians, trained at the factory.
- A range of technical expertise to meet all service needs
- Large warehouses stocked with parts available for immediate shipment.
- Multiple levels of coverage.
An OEM maintenance contract ensures that your company won't experience revenue losses due to downtime while waiting for parts and service, and you can rest assured that repairs are performed by expert-trained personnel. Hardware and software are a significant investment for any business; the peace of mind you’ll have knowing that these asset failures will be resolved quickly and accurately far outweighs the cost of the OEM maintenance contract.
Independent maintenance support providers
Setting aside OEM and TPM support, there are independent providers that offer network support equivalent to that of OEMs, but at better prices.
All of this is thanks to our in-house teams, who ensure consistent experience and training at every level. At MercadoIT, each level of technical support has predefined training and experience requirements. This combination means that many customers receive support from the highest certification levels, even at lower support tiers.
Furthermore, independent maintenance providers do not cut off OEM support. Instead, they have partnered with the highest levels of OEM support to ensure that, when necessary, there is an escalation path to the OEM.
Pros:
- Substantially better support at Levels 1 and 2; OEM-equivalent support at Level 3
- 85 percent resolution rate on first contact.
- Provide support for devices that have reached the EOL required by the OEM
- Significantly less expensive than the OEM bracket
- Experience and expertise backed by machine learning and informed by the experiences and challenges of thousands of customers.
- Comprehensive root-cause analysis to prevent future problems.
- Low DOA rates and a substantial inventory of replacement equipment stored to meet specific contract requirements
- Early Replacement Options
- Transferring OEM Licenses and Protecting Intellectual Property
- Customizable support options
Cons:
- Companies That Aren't Very Well-Known Globally
- It can be difficult to convince decision-makers to stop relying on OEM support
- More expensive than TPM support
Before signing your SLA, make sure you understand who will provide support at each level. In many cases, OEM support is outsourced to TPM providers; however, the cost of that support does not reflect the quality of the technicians’ experience and training.
Review the specific certification requirements for each level and ask to see DOA statistics. These simple factors ensure that support comparisons are on an equal footing and enable better decision-making.
Network uptime is often the most critical factor in an organization’s day-to-day operations. Get optimal support at a reasonable cost by carefully reviewing all your support options.
Just remember, when purchasing a service maintenance contract to protect your investment in IT equipment, choose the coverage that best fits your business needs—one that offers the highest quality of service and the least possible downtime.
As we can see, companies have options to choose from when it comes to network maintenance support, and understanding what each option entails and how each one affects your network’s uptime and your budget is essential to making an informed decision.
In
MercadoIT We offer independent maintenance support thanks to our experience, extensive inventory, and qualified technical team. If you still have questions about which maintenance plan to choose for your network, feel free to contact us with no obligation, and we'll recommend the best option for your company.
