For decades, a mass media company has remained at the forefront of world events, finance, entertainment and more, with millions of digital and magazine subscribers accessing its content. The organization continuously creates and publishes content highlighting real-time events. To ensure it maintains operations, the company enforces a zero-tolerance policy for service delays and downtime for its partners.
Maintenance provider skill gap extends outage and recovery timelines
Before partnering with Service Express, the media company relied on another maintenance provider for a small portion of its infrastructure. Only one critical incident underscored the risks associated with providers lacking experienced engineers and systems that automatically identify hardware failures.
The gap in technical capabilities resulted in extended production and recovery downtime. This experience demonstrated that not all maintenance providers are well-equipped for mission-critical support.
Solving downtime concerns with proactive and reliable support
As a result, the company decided to find a new maintenance provider with technical proficiency and automated support. The company needed a provider capable of supporting its diverse Dell EMC, HPE, Oracle/Sun and Hitachi infrastructure.
The global media company decided to partner with Service Express for third-party maintenance (TPM). Service Express provides access to L1, L2 and L3 engineers with multiplatform knowledge and responsive service callbacks within 30 minutes. Along with multivendor expertise, Service Express offers 24/7 hardware support monitoring that automatically opens a service ticket using real-time alerts. The IT team has peace of mind that ExpressConnect® Monitoring will immediately place a ticket when a hardware failure occurs to reduce downtime.
The company also consolidated its maintenance service agreements, simplifying and streamlining contract management through coterminous agreements.
Switching to Service Express saved time by proactively identifying hardware failures, placing service tickets and simplifying maintenance agreements. Leveraging TPM support helped the company save over $750,000 in maintenance costs within three years.
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