How Evernex’s global TPM service is expanding ODM infrastructure support
Case study overview
Industry
AI hardware and liquid cooling
Services
Third-party maintenance
Location
Global
The context
Global AI hardware manufacturing, but no support offering
While Original Equipment Manufacturers (OEMs) of IT hardware traditionally offer onsite technical support and maintenance while a product is under warranty, Original Design Manufacturers (ODMs) don’t tend to have such capacity.
Instead, when equipment is faulty or damaged, ODMs tend to offer RMAs (Return Merchandise Authorization), in which clients ship their faulty components overseas back to the manufacturing hub. On both a practical and economic level, this solution is extremely inefficient, both for the manufacturer and the client.
The client has established itself as a leading global ODM, specializing in AI data center environments and liquid cooling systems for hyperscalers. The ODM provides cutting-edge hardware across the world, but is unable to offer long-term infrastructure support independently. This is where Third-Party Maintenance becomes invaluable.
The challenge
Why ODMs are shifting towards a TPM model
When it comes to partnering with maintenance providers, ODMs are notoriously demanding, and the client was no exception. Often, at the top of their list of priorities are:
Fast response times and global reach
Upgrading a client’s support plan from an RMA to field services implies a fast cycle. This means TPM providers must have the agility and global presence to supply experts onsite, when and where they are needed and with little notice.
Consistent, expert support
The ODM’s hyperscaler clients largely accept neither downtime nor delays, so support services need to be fast and precise. To ensure consistent service, hyperscale clients also tend to demand long-term, dedicated points of contact, something our client was unable to offer.
To ensure they were placing their trust in the right provider, the client visited eight international Evernex bases to perform strict due diligence and ensure the TPM provider’s operational consistency across the world. In each of the eight countries vetted, Evernex scored over 90%, demonstrating uniform, scalable processes and a dedication to professional excellence.
The solution
Expert, hands-on field services and global processes
Evernex provides industry-leading Third-Party Maintenance services for the client, acting as the boots on the ground for spare part replacements, repairs, and even diagnostics.
With a network of expert engineers across the world and consistent contact teams for clients, Evernex provides everything that ODMs alone lack the capacity for: long-term support, reliable communication with a single point of contact, and the ability to be onsite quickly, wherever the client’s infrastructure is based.
As a direct result of this flexibility and reliability, Evernex now supports over 8,000 of the client’s AI and liquid cooling assets in eight countries across Europe and APAC. Twelve expert technicians from Evernex’s team were invited to Taiwan for specialist onsite training, gaining granular knowledge of the ODM’s technologies.
The solution provided:
The outcome
Long-term TPM collaboration, global processes and specialized skills
Through globally consistent processes, top-of-the-range data center maintenance services and reliable, immediate availability across the world, Evernex has gained the ODM’s trust and provided their onsite support services since 2022.
Meanwhile, Evernex’s in-depth experience in the client’s technology following the onsite training offers a tangible practical advantage both for the ODM offering infrastructure support services and for their clients.
With Third-Party Maintenance’s popularity rapidly catching up with OEM contracts and effectively acting as the boots on the ground for ODM hardware maintenance services, Evernex is changing the landscape of IT manufacturer support.
Cost savings and revenue opportunities
Collaborating with onsite maintenance partners such as Evernex not only reduces the losses implied by RMAs, but also provides ODMs with an additional avenue of income.
Consistent global support
The client benefits from on-demand support availability and flexibility, as well as streamlined, dependable processes, from Japan to Germany.
About Evernex
Sustainability and performance for business growth
Evernex is a leading global IT life services provider with 40 years of experience in asset life extension and comprehensive multi-vendor data center maintenance.
We transform IT processes to prioritize business growth and continuity with innovative services that reduce our clients’ environmental impact.