As businesses look to get the most out of their data centre hardware and extend equipment life cycles, Third-Party Maintenance (TPM) has emerged as a key player in IT support. It is a great solution for organisations looking for maintenance and support services for their IT hardware while keeping technology connected and operational. So, what is Third-Party Maintenance, why is it important and what are the benefits? Keep reading to find out more!
What is Third-Party Maintenance?
Third-Party Maintenance (TPM) is IT hardware support provided by independent service providers, offering an alternative to the original equipment manufacturer (OEM) service. TPM is typically seen as a more flexible and cost effective service post warranty of a product. It is often the only option when the OEM stops producing parts or offering support for certain devices, often becoming the only viable option for ongoing maintenance.
What is the importance of Third-Party Maintenance?
TPM plays a crucial role in managing IT infrastructure and hardware for businesses. When you purchase server, network, storage or data centre hardware, the OEM typically includes a warranty. During this warranty period, the OEM takes responsibility for maintaining and supporting your equipment at no additional cost. However, once the warranty expires, the OEM will offer contract options to continue service until the manufacturer says the equipment is at EOSL.
Maintenance and support costs for hardware can become increasingly expensive as equipment ages, often intentionally, to nudge you toward purchasing newer models. Eventually, all hardware reaches its End of Service Life (EOSL), where the manufacturer will no longer service the equipment. These rising costs and the pressure to upgrade can be frustrating, which is why many businesses turn to Third-Party Maintenance (TPM).
So why is third party service and support more affordable, customisable and higher performing than what OEM’s can offer? Well, Third-Party Maintenance providers are in the business of customer service and therefore have a strong focus on meeting their clients needs. When comparing OEM vs TPM support, it’s clear to see how TPM hardware support comes out on top. They offer support for devices that manufacturers no longer will and TPM contracts are also nearly always more cost effective and flexible. Enabling proactive IT care that scales with you.
Which services can Third-Party Maintenance provide?
The main Third-Party Maintenance services include;
Hardware maintenance: Comprehensive maintenance and support services for IT hardware components. This includes proactive monitoring and resolving IT challenges before they become problems. All to ensure optimal performance and reliability, whilst keeping your technology connected.
Software support and updates: Third-Party Maintenance providers deliver software support services that include the installation, configuration and troubleshooting of operating systems, firmware, and device drivers. They may also offer regular software updates, security patches, and fixes to ensure systems remain up to date and secure, helping to maintain optimal performance and security.
24/7 technical support: Technical access to skilled engineers and support staff round the clock to help address IT issues and emergencies at any time, day or night.
Remote monitoring and management: Remote monitoring and management (RMM) services to proactively monitor the health, performance, and availability of IT infrastructure components.
On site support and field services: TPM offers on site support and field services for hardware installations, repairs, and maintenance tasks that cannot be handled remotely. This includes dispatching certified technicians to customer locations to resolve hardware issues, perform equipment upgrades and install new devices as needed.
Inventory management and spare parts logistics: Optimising spare parts inventory and logistics to ensure that replacement components are available when needed, minimising costly downtime. This includes effective inventory forecasting to anticipate demand, timely stock replenishment and efficient distribution strategies to maintain higher service levels.
Customised service level agreements (SLAs): Offering tailored service level agreements to meet the specific needs and requirements of customers, including defining response times, resolution targets and service availability guarantees based on the criticality of IT systems and business operations.
End-of-life (EOL) and end-of-service (EOS) support: Comprehensive support and maintenance for hardware and software products that have reached their end-of-life (EOL) or end-of-service (EOS) dates from the original equipment manufacturer (OEM). This helps to extend the lifespan of legacy systems by offering critical security updates, ongoing technical support and sourcing compatible replacement parts to minimise downtime and keep your technology connected, long after OEM support has ended.
Consulting and Advisory services: Expert consulting and advisory services that help customers optimise their IT infrastructure, streamline daily operations and plan for scalable future growth. This includes in depth assessments, tailored recommendations and strategic guidance, focusing on hardware refresh cycles, technology upgrades and implementing IT best practices.
Compliance and regulatory support: Compliance and regulatory support to offer essential assistance in ensuring your IT infrastructure meets all necessary regulatory and industry specific standards for data security and operational integrity. Including supporting compliance with key regulations such as GDPR, HIPAA, PCI DSS, and industry certifications through comprehensive maintenance and security practices.
Asset management and lifecycle services: Management of IT assets throughout their lifecycle, from procurement and deployment to retirement and disposal services. This includes asset tracking, asset tagging, asset audits and disposition services to optimise asset utilisation, ensure compliance with environmental regulations and minimise costs.
Training and knowledge transfer: Tailored training programs and knowledge transfer sessions available to equip IT teams with skills to effectively manage and maintain IT infrastructure. This includes technical training on hardware and software platforms, industry best practices and advanced troubleshooting techniques.
Five key benefits of using Third-Party Maintenance?
TMP is important for several reasons, particularly for businesses managing large IT infrastructures and seeking cost effective, efficient support solutions. TPM helps to:
Increase cost savings: TPM providers generally offer services at a lower cost than Original Equipment Manufacturers (OEM’s), making it a guaranteed way to reduce your operational expenses.
Extends hardware lifespan: Having to upgrade to newer equipment can make a dent in your IT budget and potentially disrupt business operations. OEM’s often encourage businesses to upgrade or replace hardware when they stop offering support for older systems. TPM providers however continue to maintain and service these older devices, extending their useful life and delaying expensive upgrades. This results in better return on investment for the hardware, and contributes to sustainability by reducing electronic waste and the environmental impact of frequent replacements.
Flexible coverage: TPM contracts generally offer more flexibility than OEM’s, often with several service level options to choose from. They allow organisations to manage a diverse range of equipment from different manufacturers under one maintenance contract.
Fast availability of parts and wide range of expertise: TPM providers typically have well established networks, in-depth knowledge and experience with a wide range of hardware, including systems that OEMs may no longer support. This prompt and reliable service ensures that mission critical infrastructure doesn’t have downtimes longer than necessary.
Single point of contact for multiple products: Dealing with different suppliers and multiple support contracts can be inefficient and costly. Choosing a TPM provider simplifies the maintenance process by only having to go to a single service provider for all of your different products. It also provides one point of contact for all your maintenance requirements therefore reducing the time it takes to review the details of the paperwork.
How do TPM services fit in your equipment’s life cycle?
0-3 years
OEM support is often available when new technology is released, either bundled with equipment or sold separately. It’s a good option for newer devices, as third party providers may struggle to source parts or offer adequate tech support for cutting edge hardware. However, for devices with technology similar to older generations, TPM can still be a viable and cost-effective alternative.
3-6 years
Within the range of 3-6 years is known as the ‘stable’ years when parts are more accessible, and the technology is well understood. Issues with the equipment are likely minimal, and the high cost of OEM support may not justify its value anymore. Third-Party Maintenance becomes a strong option here, offering more cost effective and flexible support.
6-9 years.
At this stage, EOSL announcements from OEM’s start rolling in. If you’re not ready to upgrade your hardware, you’ll need to explore alternative support options. Third-Party Maintenance providers can easily step in, as parts are generally available on the secondary market. While OEM support might still be an option, you’ll likely pay a premium for it. TPM providers, however, offer more budget friendly solutions during this period.
9-12+ years
Devices may still be relatively stable, but as they age, failures become more frequent, potentially leading to unexpected downtime. At this point in the equipment lifecycle, OEM support likely won’t be available anymore. However, Third-Party Maintenance providers can still support older equipment, sometimes even up to 15-20 years old. One challenge can be finding replacement parts for ageing devices, which may be harder to source. To avoid this affecting your service level agreement (SLA), discuss your parts stocking strategy with your TPM provider to ensure uninterrupted service.
What types of companies use Third-Party Maintenance services?
Third-Party Maintenance services are trusted across various industries, including finance, healthcare, manufacturing, retail, and technology to ensure seamless IT infrastructure management. Companies with significant data centre operations, such as banks, hospitals, factories, and tech firms, all benefit from Third-Party Maintenance services to help keep infrastructure running, reduce costs and maintain end-to-end visibility of IT assets
Why choose Smart CT for Third-Party Maintenance?
If your organisation is looking to reduce IT maintenance costs whilst receiving world class customer support, extensive spare parts and highly trained engineers then look no further than Smart CT. We help businesses minimise disruption, maximise IT uptime and reduce environmental impact across the full technology lifecycle. Get in touch to find out how we can help you deal with your Third-Party Maintenance today.