When You Should Use a Third-Party Maintenance Provider

When You Should Use a Third-Party Maintenance Provider | January 03rd, 2019

All equipment breaks — it’s just a matter of time. What’s most important when that happens is how soon you’ll be back up and running. Your choice of maintenance providers and repair services can mean the difference between keeping your network going strong or having to wait, delay and refund customers.

It can be difficult to understand when to use third-party maintenance providers in these mission-critical situations. We’d like to provide you with five main things to consider about your big maintenance decision.

1. Supporting Every Piece

One of the best reasons for choosing when to use third-party maintenance is when your network uses equipment from different providers. A TPM can provide service on equipment from multiple OEMs and even more product families under a single contract.

Having one source for your maintenance and emergency repair support means you only need to have one contract, regardless of what needs service. When a TPM is your sole provider, you can save significant time when your network goes down, and it can speed up repairs to get top-line equipment back in the field.

Third-party service providers also have more experience with different OEM equipment. Their expertise ensures the technician can address your product and its larger role in your network. For instance, our support team can best advise repairs or replacements for your Oracle gear based on what’s deployed in your back office, remote sites and on-premise installs.

Knowing when to use a TPM can dramatically speed up your recovery with comprehensive support.

2. Saving Money

You already know that third-party equipment providers can help you save significantly on the items you purchase. Turning to that same company to provide your service and maintenance can continue those savings.

Your equipment provider typically offers a comprehensive warranty on the goods you buy. For instance, Worldwide Services provides a lifetime warranty on each piece of new or refurbished equipment we sell. Relying on that warranty, instead of purchasing a warranty or service through an OEM, ensures you’re getting the most out of your investment.

The main concern for costs with a TPM is whether you’re using unauthorized or unlicensed hardware and software. Ask your TPM about the products they sell and the support they offer. Always request documentation around licensing, too. One of the biggest questions around when to use a third-party maintenance provider is if you can trust them. It is perfectly reasonable to ask a TPM to back up that trust.

3. Prioritizing Availability

Large OEMs have large maintenance and service departments filled with multiple layers of managers and complex hierarchies. Every request for support is raised up the flagpole higher and higher, until it’s finally approved. For your network and mission-critical components, this might take too long.

TPMs specialize in availability. It’s how they earn their living with support, plus it’s how they ensure they have the right products people need. To meet these needs, TPMs have teams that can quickly be deployed to service or replace customer components. The faster a TPM can get to you and make that repair, the sooner they get paid or have a new piece of equipment to sell to someone else.

TPMs prioritize speed to maximize customer satisfaction as well.

4. Extending Equipment Life

Equipment in your network can be dozens of years old. Some pieces might even be beyond their end-of-service and end-of-life dates. When equipment reaches those dates, traditional OEMs limit or halt the service and maintenance they provide.

If you’re looking at older equipment you need to keep to run your networking, consider a TPM. These providers are often able to keep your equipment in prime condition, extending its life. TPMs aren’t trying to get you to replace equipment with the newest model. TPMs want to help you maintain your network however is best for you.

5. Improving Costs Versus OEMs

In our experience, OEM support costs and contracts tend to rise in price after your initial term, sometimes as short as a few months. In other words, the costs go up when you’ll actually need maintenance or service. You don’t have a chance to negotiate this either.

Working with a TPM gives you a chance to have costs set for the full contract or warranty period. Plus, most offer packages designed to reduce your costs or are willing to discuss specific coverage and pricing options to fit your budget. An OEM is large and has standard contracts to streamline the process on their end. What’s most important, however, is getting things right on your end.

Think about your biggest concern. Is it price, replacements or innovation? How does an OEM’s rigid structure support these ideals? What would make it more appealing to you?

The right TPM can help you answer those questions and tailor a package to suit your needs based on those answers. Worldwide Services does just that for the more than 14,000 businesses we partner with each year. It’s the main reason they come back time and again.

Contact us for a free consultation to see why it might be the right option for you.

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