Two Professionals Speaking to Each Other
Articles & Insights

Third-Party Maintenance Checklist: How to Find a Third-Party Provider

Whether you are new to third-party maintenance (TPM) or a seasoned professional, use this set of checklists to help you to evaluate and find an excellent third-party maintenance provider.

Pro tip: before you read further, make sure you understand the basics: what is third-party maintenance?

How to find the right third-party maintenance provider for your data centre

  • Do they prioritise responsiveness and reduced downtime?
  • Can you access support quickly and easily throughout the process?
  • What specific flexible options does the third-party maintenance provider offer?
  • How can they help you to maximise your IT budget?
  • Are they recognised outside their organisation for customer satisfaction?
  • Do they provide references?

Does the TPM provider prioritise responsiveness and reduced downtime?

✓ Designated engineers specialised in supporting your type of equipment

✓ On-site response and repair (not simply drop-shipped parts/phone support)

✓ Local parts inventory spared to support your data centre equipment

✓ Low account-to-engineer ratio

✓ Straightforward support escalation procedures

✓ First-visit repair rate greater than 90%

Are you able to access support quickly and easily – from placing a service ticket to making changes in coverage?

✓ 24/7 Call centre with in-house customer support team

✓ Customer portal with real-time view of equipment coverage and warranty tracking and the option to place service tickets

✓ A quick call from your engineer for each new service ticket placed

✓ A single point of contact who provides help with billing needs and agreement updates

What flexible options does the third-party maintenance provider offer that meet your support needs?

✓ Multi-vendor support: Cisco, Dell EMC, IBM, HPE and other major OEMs

✓ Multi-platform support: server, storage and network maintenance services

✓ Gap coverage options: flexible time frames

✓ Clear, measurable data centre SLAs: 24/7, Same Business Day, Next Business Day and more

✓ Customised solutions for service, billing, terms & conditions

How does the TPM provider help you to maximise your IT budget?

✓ Lowers data centre maintenance costs 30-85% from OEM pricing

✓ No charges or penalties for adding or deleting equipment coverage

✓ No hidden cost increases

Is the TPM provider recognised for its results, expertise and experience?

✓ Customer retention

✓ Customer satisfaction

✓ Customer references

✓ Company profile

✓ Gartner-recognised

Recent Articles

Close Up of Stethoscope on Papers
Case Studies

National Healthcare Provider Eliminates Service Gaps at Over 60 Data Centre Locations with Service Express Partnership

IT professionals deserve a level of service based on a foundation of trust, reliability, technical expertise and partnership. Yet IT teams continue to settle for data centre support that does not meet their needs or expectations. After years of poor communication, missed SLAs and delayed repairs, IT leaders at a national healthcare provider decided it […]

Muddy River Floods Buildings & Trees
Case Studies

Rebuilding the Data Centre: Disaster Recovery After Historic Flood

When Service Express received the call from a Midwest America's hospital's data centre which had been flooded, the hardware and service teams immediately created an emergency response plan and raced to help. A group of ten technical engineers was quickly assembled and worked around the clock to prepare over 25 servers within three days.

Red, White, Black, Blue Cars Driving in Opposite Directions on Motorway
Case Studies

International Delivery Company Saves £4 Million in IT OpEx Costs

The distribution company dealt with repeated service gaps, support issues and a lack of confidence in their current third-party maintenance (TPM) provider’s expertise. A new solution would include responsive communication, reliable service and consistent responses. The IT team connected with Service Express to support over 400 systems, including Brocade, EMC, HPE and IBM, in 28 locations.