What is Third-Party Maintenance, exactly? When is it time to call a TPM provider? Third-Party Maintenance offers key IT maintenance and support services to keep your business’s hardware working perfectly.
Discover the benefits and costs of third-party maintenance (TPM), as well as expert advice, in this article.
What does Third-Party Maintenance (TPM) mean?
To understand what third-party maintenance means, first we need to know who is responsible for maintaining IT equipment.
Original Equipment Manufacturers (OEMs) normally provide product support until the end of their warranty. After this point, they phase out and then completely end their maintenance services. Third-Party IT Maintenance is a strong alternative for organizations that seek support services for their IT hardware.
- Original equipment manufacturers (OEMs) offer traditional maintenance contracts for their specific brands.
- TPM providers are independent service providers specialized in IT infrastructure maintenance and hardware support.
These third-party support providers offer various IT services that meet the diverse needs of organizations and enterprises. Such needs include:
- hardware troubleshooting
- repairs
- proactive maintenance activities
Businesses can benefit from cost-effective and flexible solutions by partnering with TPM providers. These personalized services provide multi-vendor IT expertise covering a wide range of hardware brands and manufacturers.
TPM enables organizations to:
- Optimize IT infrastructure management
- Extend the lifespan of their hardware asset
- Ensure the continued reliability and performance of mission critical infrastructure
All while achieving significant cost savings compared to OEM maintenance contracts.
In other words: Third-Party Hardware Maintenance represents a strategic partnership between organizations and independent service providers. It empowers businesses to maximize the value of their IT investments and achieve their business objectives with confidence.
Want to dive deeper into Third-Party IT Maintenance?
Download our free, expert-written white paper Six reasons to partner with a Third-Party Maintenance Provider to discover how TPM can benefit your business IT operations.
You can find below an infographic that will help you answer the question “what is third-party maintenance?”.
What is a TPM provider?
A TPM provider is a company which specializes in delivering maintenance and support services for IT hardware.
These providers offer their services for a wide range of IT hardware, such as:
- Servers
- Storage systems
- Networking equipment
- Peripherals
They meet specific client needs, often at lower costs than OEM support contracts.
Which services can third-party hardware support provide?
The following are the main services that Third-Party Maintenance providers offer:
1. Hardware Maintenance
Comprehensive maintenance and support services for IT hardware components. Such support covers:
- proactive monitoring
- troubleshooting
- resolution of hardware issues
The combination of proactive and corrective maintenance ensures optimal performance and reliability throughout the IT infrastructure.
2. 24/7 Technical Support
Round-the-clock technical support services to address IT issues and emergencies at any time, day or night. Services include:
- Access to expert engineers and IT support staff
- Timely on-site and remote assistance
- Guidance to resolve critical issues and minimize downtime
3. Remote Monitoring and Management
Remote monitoring and management (RMM) services proactively monitor the health, performance and availability of IT infrastructure components. RMM services include:
- Real-time monitoring of hardware metrics
- Proactive alerting
- Remote troubleshooting to identify and resolve issues before impact
4. On-Site Support and Field Services
On-site support and field services for hardware installations, repairs, and maintenance activities that cannot be performed remotely. TPM providers send certified engineers to customer sites to:
- Address hardware issues
- Perform upgrades
- Install new equipment
5. Inventory Management and Spare Parts Logistics
Management of spare parts inventory and logistics ensures rapid availability of replacement components when needed. This includes:
- Inventory forecasting
- Stock replenishment
- Efficient distribution of spare parts
- Minimising downtime
- Maintaining IT service levels
The Evernex SPaaS™ (Spare as a Service) program ensures rapid access to hardware parts, even to parts no longer manufactured.
6. Customized Service Level Agreements (SLAs)
Tailored service level agreements (SLAs) to meet the specific needs and requirements of customers. This includes:
- Defining response times
- Resolution targets
- Service availability guarantees
These agreements offer flexible contract terms and consider your company’s specific IT systems and business operations.
7. End-of-Life (EOL) and End-of-Service (EOS) Support
Continued support and maintenance services for hardware and software that have reached their:
- end-of-life (EOL)
- end-of-service-life (EOSL)
The Original Equipment Manufacturer (OEM) establishes the EOL and EOSL dates. A product’s EOL refers to the date when the manufacturer stops making the product and phases out support. After the EOSL date, the manufacturer ends support completely. Post-warranty maintenance includes:
- Extending the life of legacy systems
- Providing security updates
- Sourcing compatible spare parts
8. Consulting and Advisory Services
Expert consulting and advisory services to help customers:
- optimize their IT infrastructure
- streamline operations
- plan for future growth
- save money
Such services include:
- Assessments
- Recommendations
- Strategic guidance
Come to Evernex for advice on hardware refresh cycles, technology upgrades and IT best practices.
9. Compliance and Regulatory Support
Assistance with compliance and regulatory requirements related to IT infrastructure, data security, and industry standards. This includes:
- Adherence to regulations such as GDPR, HIPAA and PCI DSS
- Industry certifications through maintenance and security practices
10. Asset Management and Lifecycle Services
Management of IT assets throughout their lifecycle. This means from procurement and deployment to retirement and disposal services (also known as IT Asset Disposition). This includes:
- Asset tracking
- Asset tagging
- Asset audits
- Disposition services
These services optimize asset usage, minimize costs and ensure compliance with environmental regulations.
Why are smart businesses shifting from 3-year refreshes to lifecyle extension?
Read the Q&A with our experts to find out why small and medium businesses are breaking the cycle and adopting lifecycle extension strategies like TPM.
11. Training and Knowledge Transfer
Training programs and knowledge transfer empower customers’ IT teams with the skills and expertise to manage their IT infrastructure. This includes:
- Technical training on hardware platforms
- Best practices
- Troubleshooting techniques
These services allow third-party maintenance providers like Evernex to deliver cost-effective, flexible IT support solutions. This way, we meet the needs of businesses and organizations across various industries.
| 11 services TPM providers offer – cheat sheet | |
|---|---|
| Service 1 | Hardware maintenance |
| Service 2 | 24/7 technical support |
| Service 3 | Remote monitoring and management |
| Service 4 | On-site support and field services |
| Service 5 | Inventory management and spare parts logistics |
| Service 6 | Customized SLAs |
| Service 7 | End-of-Life and End-of-Service-Life support |
| Service 8 | Consulting and advisory services |
| Service 9 | Compliance and regulatory support |
| Service 10 | Asset management and lifecycle services |
| Service 11 | Training and knowledge transfer |
What are the top advantages of TPM over OEMs?
Here are just six of the main business benefits of leveraging TPM to support your IT infrastructure:
Reason 1: Price
TPM typically offers cost savings of up to 70% compared to traditional OEM support. This makes it an attractive option for organizations looking to reduce their IT expenses.
Reason 2: Simplicity
TPM providers offer support with simplified contract terms and flexible service agreements. This eliminates the complex pricing structures often associated with OEM support contracts.
Reason 3: Quality of support
The technical support and personalized service of TPM providers are high-quality. They often exceed the level of support provided by OEMs while servicing hardware from all major brands and manufacturers.
Reason 4: Capacity to extend hardware lifetime
TPM services help extend the useful life of IT hardware through:
- Proactive maintenance
- Timely repairs
- Access to replacement parts
This allows organizations to maximize their return on investment.
Reason 5: Old servers / Spare parts
TPM providers can support legacy hardware and provide access to spare parts for discontinued assets. This ensures continued operation and reliability of older equipment, minimizing unexpected downtime and avoiding unnecessary refreshes.
Reason 6: Greater sustainability
TPM providers contribute to increased environmental responsibility by:
- reducing electronic waste
- promoting a circular economy
- extending the lifespan of IT hardware
- providing access to spare parts for legacy equipment
- decreasing the demand for new hardware manufacturing
This aligns with organizations’ efforts to adopt environmentally friendly practices and minimize their ecological footprint.
What are the risks of using Third-Party Maintenance?
The potential risks of using a Third-Party Maintenance provider are:
- Compatibility issues
- Warranty concerns
- Limited access to manufacturer-specific tools and resources
However, these risks are often exaggerated and don’t align with the reality of TPM maintenance.
Can Third-Party Maintenance provide software support?
TPM primarily focuses on hardware maintenance. Yet some providers may offer software support services as part of their comprehensive maintenance packages. However, it’s essential to clarify the scope of software support with your TPM provider.
What types of companies use third-party maintenance services?
Companies across various industries rely on TPM services to maintain and support their IT infrastructure. These range from finance and healthcare to manufacturing and technology.
Any organization with data center hardware can benefit from Third-Party Maintenance services to keep its infrastructure running smoothly. Well-known companies, such as Walmart, Boeing, and FedEx, also use TPM.
Who are the best Third-Party Maintenance providers?
Now you can answer the question “what is third-party maintenance?”, the next step is knowing which provider is best for your company. Choosing the right TPM provider is a crucial step to ensure an organization gets the most out of its contract.
A company must check if the TPM:
- Covers the most important key features
- Has the required experience, expertise and coverage
- Has a global presence
- Provides rapid response times
- Offers flexible support options
- Multi-vendor expertise
- Large spare parts stock for repairs and maintenance
|
TPM Provider |
Key Features |
| Evernex | Global coverage, corrective maintenance, cost-effective. |
| Park Place Tech | Customized support, technical expertise, customer service. |
| Service Express | Multivendor support, 24/7 monitoring, flexible contracts. |
| CDS | Mission-critical support, certified site engineering assistance, global reach. |
Which brands does Third-Party Maintenance support?
TPM providers offer comprehensive maintenance and support services for a wide range of hardware brands.
Third-Party Maintenance providers deliver support solutions to meet the requirements of each brand’s hardware deployments. These range from servers and storage systems to networking equipment and beyond.
TPM services and maintenance solutions support the following brands:
- Dell / EMC: Dell / EMC servers, storage systems and networking equipment. Includes PowerEdge servers and Dell EMC storage arrays.
- IBM: IBM servers, storage solutions, and mainframes. Ensures optimal performance and reliability for IBM hardware deployments.
- HPE: support for HPE servers, storage products, and networking solutions. Includes ProLiant servers and HPE 3PAR storage arrays.
- Lenovo:Lenovo servers, storage solutions, and networking equipment. Includes ThinkSystem servers and Lenovo EMC storage arrays.
- Hitachi: Hitachi servers and storage systems with continued reliability and performance for Hitachi hardware deployments.
- Huawei: Huawei servers, storage solutions, and networking products. Includes Huawei FusionServer and OceanStor storage arrays.
- Fujitsu:Fujitsu servers, storage systems, and networking equipment with maintenance solutions for Fujitsu hardware deployments.
- Cisco: Cisco servers, switches, and networking hardware with optimal performance and reliability for Cisco infrastructure deployments.
- Sun / Oracle: legacy Sun Microsystems / Oracle servers and storage systems, providing continued maintenance and support for these hardware platforms.
- NetApp: NetApp storage solutions, including FAS series and AFF series arrays. Ensures ongoing reliability and performance for NetApp storage deployments.
TPM companies also support other brands and manufacturers. Therefore, third-party maintenance can cover every piece of IT infrastructure.
How much does TPM cost?
The cost of Third-Party Maintenance services varies. It depends on factors such as:
- the scope of coverage
- the level of service required
- the size of the IT infrastructure
TPM offers financial savings compared to OEM maintenance contracts. This makes it a cost-effective solution for organizations of all sizes.
Gartner estimates organizations can save up to 70% with Third-Party Maintenance
Does your company need TPM?
Is your organization looking to reduce IT maintenance costs while maintaining high-quality support for your hardware?
Contact Evernex today to learn more about our Third-Party Maintenance solutions and how they can benefit your business.
Here is a video that answers the question “what is third-party maintenance?”:
FAQ about Third-party IT maintenance
What is third-party IT maintenance and how does it work?
Instead of relying on vendor support, or if OEM support is no longer available, companies can outsource their data center maintenance to a third-party support provider. TPM covers a range of professional IT support services, from installations and lifecycle management to repairs and IT recycling.
What are the main benefits of third-party IT hardware support?
Third party hardware support offers a range of advantages for businesses. TPM allows businesses to keep their legacy hardware running smoothly well after the device’s EOL or EOSL dates, maximizing the asset’s ROI and minimizing disruption. It also helps businesses save costs through flexible, affordable SLAs. Maintaining legacy hardware helps businesses reach their ESG goals, such as through e-waste reduction.
How does TPM compare with OEM maintenance?
OEM maintenance contracts are generally one-size-fits-all. When an IT asset’s warranty expires, the OEM ceases providing hardware support and updates, and renewing vendor support can be expensive and inflexible. In contrast, third-party IT support provides maintenance services for hardware well past the end of its original warranty. It is also far more budget-friendly and flexible than traditional OEM support.
Which types of equipment do Third-party IT maintenance services cover?
Third-party IT support covers all aspects of data center equipment, including servers, networking equipment, storage devices and power supplies.