Third-Party Maintenance Provider Checklist
Whether you are new to third-party maintenance (TPM) or a seasoned pro, use this set of checklists to help you 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 center
- Do they prioritize 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 maximize your IT budget?
- Are they recognized outside of their organization for customer satisfaction?
- Do they provide references?
Does the TPM provider prioritize responsiveness and reduced downtime?
✓ Designated engineers specialized in supporting your equipment type
✓ On-site response and repair (not simply drop ship parts/phone support)
✓ Local parts inventory spared to support your data center equipment
✓ Low account-to-engineer ratio
✓ Straightforward support escalation procedures
✓ First-trip 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 center with in-house customer support team
✓ Customer portal with real-time view of equipment coverage, warranty tracking, and the option to place service tickets
✓ A quick call from your engineer for each new service ticket placed
✓ 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 center SLAs: 24/7, Same Business Day, Next Business Day and more
✓ Customized solutions for service, billing, terms & conditions
How does the TPM provider help you maximize your IT budget?
✓ Lowers data center 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 recognized for its results, expertise and experience?
✓ Customer retention
✓ Customer satisfaction
✓ Customer references
✓ Company profile
Download a copy of this checklist
to help you evaluate and find an excellent third-party maintenance provider.
Find IT priorities, trends, and insights in our 2021 Data Center & Infrastructure Report.
Data Center and Network Third-Party Hardware Maintenance
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as of April 11, 2021
Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.
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