How a global IT partner became the operational backbone of a leading edge computing provider
Case study overview
Industry
Infrastructure and cybersecurity
Services
Third-Party Maintenance
Location
Global
The context
A distributed edge infrastructure
While traditional hyperscalers centralize servers in a few massive data centers, our client, a leading edge infrastructure provider, relies on a highly distributed edge computing model to reduce latency. In practice, this means deploying thousands of servers across 125 countries.
To sustain rapid growth and manage costs, the client bypassed traditional hardware brands and instead purchased custom “white-box” servers directly from Original Design Manufacturers (ODMs). Using this strategy, their global fleet grew to tens of thousands of machines, with 10,000 to 15,000 new servers being added annually.
The challenge
A global logistical nightmare
The client’s industrial optimization hit a serious operational wall. While ODMs excel at manufacturing, their support model is mostly restricted to Return Material Authorization (RMA) warranties. This meant that if a server broke, the client was expected to ship it back to overseas manufacturing hubs—a completely unscalable process for a company operating globally.
The consequences for the client were severe:
Financial hemorrhage (“Leakage”)
Because they could not repair them locally, thousands of faulty servers were left idle in data center racks. The client lost its hardware investment while continuing to pay for the rack space and electricity powering these unusable machines.
Unsuitable OEM alternatives
The client considered switching to a traditional OEM for more robust servers and better support. However, the OEM required them to sign and manage over 100 separate maintenance contracts (one for each country). The client refused to take on this administrative burden.
An organizational void
Growing at an exponential rate and with 35,000 servers across the world (a number expected to increase), the client had neither a structured internal maintenance program nor the dedicated staff to manage global hardware failures.
The solution
One contract, engineered repair capability, a long-term maintenance roadmap
The core of Evernex’s proposed solution was its expert, globally available Third-Party Maintenance service. Instead of returning faulty servers, Evernex undertook a project to repair approximately 2,000 machines and provide onsite assistance for the client’s distributed edge IT environments.
In the absence of any existing support plans, Evernex also worked to develop a long-term, structured maintenance strategy for the client.
The solution provided:
The outcome
A streamlined, reliable IT support plan and optimised costs
By providing the client with a unified global operational backbone tailored to its specific requirements, Evernex’s solutions have breathed life back into millions of dollars of stranded assets and allowed the infrastructure and security provider to consolidate its maintenance strategy, and prepare their infrastructure for the future.
Consistent global support
By partnering with Evernex, the client avoids returning servers unnecessarily and ensures reliable performance in all of its centers.
Simpler infrastructure management
The company could optimize its maintenance costs and administration with a single SLA, rather than juggling different agreements.
What does Third-Party Maintenance mean for ODMs?
When equipment experiences issues, ODMs do not offer support in the same way as manufacturers or TPM providers. Instead, they accept returns of faulty hardware. However, RMA (Return Merchandise Authorization) presents costs for ODMs, between the transport and the payment returned to the purchaser. In contrast, collaborating with onsite maintenance partners such as Evernex can actually generate revenue, especially as edge computing continues to grow in importance, especially for large-scale AI infrastructures supporting distributed and low-latency workloads.
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.