Frequently Asked Questions
Find quick answers to common queries about our products and services.
TPM vs OEM
1. Is third-party maintenance as reliable as OEM support for enterprise servers?
Yes! Third-party maintenance (TPM) is usually as reliable as OEM support for enterprise servers. TPM also offers similar 24/7 technical support, qualified engineers (usually L3), and faster, more flexible service-level agreements (SLAs). OEM may have an edge in terms of proprietary software updates, but TPM offers significant cost savings (often 40-70% lower) and extends hardware life beyond OEM End-of-Service Life (EOSL) dates.
2. What happens to my warranty if I use a third-party maintenance provider?
Generally, your warranty remains intact even if you use a Third-Party Maintenance (TPM) provider instead of an OEM. But doing so may create disputes regarding repair coverage, and sometimes your claims may get denied.
3. Can third-party IT maintenance companies support multi-vendor environments?
Yes, third-party IT maintenance providers like Extended Tech Solutions support a multi-vendor environment. These companies provide a single point of contact for diverse hardware and maintenance support (server, storage, network) for various brands like HPE, Dell, Cisco, IBM etc.
Cost & savings
1. How much can a company realistically save by switching to third-party server maintenance?
By switching to a reliable third-party server maintenance service provider, companies can make significant savings of 40-70% on original hardware and maintenance support. These cost savings are achieved via customized SLAs, multi-vendor support, and lower part & repair costs after EOSL.
2. Why do OEM maintenance contracts get so expensive after the first 3 years?
OEM contracts are designed to drive hardware refreshes, recover lower upfront hardware profits, and manage the increased risks and logistical costs associated with supporting aging equipment. It makes the maintenance cost for 3+ years old equipment extremely high which encourages the organizations to replace the equipment rather than maintaining them.
EOL / EOSL hardware
1. What does end-of-service-life (EOSL) mean for my data center hardware?
End-of-service-life (EOSL) simply means that your Original Equipment Manufacturer (OEM) stops providing essential support including maintenance, tech support, security patches, and firmware updates. Once your data center hardware reaches EOSL, the equipment may still function but it will become a high security risk without proper third party support.
2. Can I still get support for Cisco hardware that has reached end of life?
Most TPM providers use a mix of local stocking and central warehouses. Common parts are stocked closer to customer locations for faster response, while less common components are shipped from central warehouses.
3. How long can I safely run NetApp storage after it reaches the end of support?
Once your NetApp storage reaches the end of support, you can shift to Third Party Maintenance (TPM) services and safely run it for 3-5 more years.
SLAs & response time
1. What does a 4-hour onsite SLA actually include for server hardware failures?
A 4-hour onsite SLA guarantees that a certified field engineer will arrive at your location within four hours of the support provider identifying the fault and initiating a service ticket. It usually includes: 24/7/365 coverage, technician onsite arrival (within 4 hours), initial diagnosis & troubleshooting, parts replacement, and “break-fix” focus.
2. Do third-party maintenance companies stock spare parts locally or ship from a central warehouse?
Yes, you can still get support for Cisco hardware after its official End of Life (EOL) period, but not directly from Cisco OEM. You can use Third-Party Maintenance (TPM) providers to extend the EOL of your hardware up to 3-7 years and save 40-70%.
Channel partners & resellers
1. Can MSPs white-label third-party IT maintenance services to resell under their own brand?
Yes, Managed Service Providers (MSPs) can and frequently do white-label third-party IT maintenance services to resell under their own brand. This strategic partnership allows MSPs to offer specialized services such as 24/7 help desk, NOC services, cybersecurity, and cloud management without investing in internal infrastructure
2. How do I become a reseller partner for a third-party hardware maintenance company?
To be a reseller partner for a third-party hardware maintenance company, it’s best to contact the TPM provider directly to explore partnership models and requirements. The process usually includes:
- Submitting a partner application
- Signing a reseller agreement
- Completing onboarding and training
- Getting access to pricing and support tools
Specific hardware brands
1. Is there third-party maintenance available for IBM storage arrays and tape libraries?
Yes. TPM is available for IBM storage systems and tape libraries, including post-warranty services, parts replacement, and technical support.
2. Who provides post-warranty support for Brocade SAN switches after the Broadcom acquisition?
Many organizations rely on TPM providers for Brocade SAN switch support after the Broadcom acquisition. These services continue to support without the cost and constraints of OEM contracts.
3. How do I avoid vendor lock-in when my OEM support contract comes up for renewal?
To avoid vendor lock-in when my OEM support contract comes up for renewal:
- Evaluate TPM providers before renewal deadlines
- Adopt multi-vendor support strategies
- Use hardware-agnostic service partners
- Negotiate flexible SLAs instead of long-term OEM lock-ins
