{"id":33599,"date":"2021-02-11T14:11:00","date_gmt":"2021-02-11T19:11:00","guid":{"rendered":"https:\/\/serviceexpress.com\/uk\/resources\/third-party-maintenance-checklist-how-to-find-a-third-party-provider\/"},"modified":"2025-06-16T18:02:51","modified_gmt":"2025-06-16T17:02:51","slug":"third-party-maintenance-checklist","status":"publish","type":"post","link":"https:\/\/serviceexpress.com\/uk\/resources\/third-party-maintenance-checklist\/","title":{"rendered":"Checklist: How to find a third-party maintenance (TPM) provider"},"content":{"rendered":"\n<div class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<p>Are you weighing your options of refreshing hardware, signing an OEM post-warranty contract or deciding to use third-party maintenance for your data centre hardware?&nbsp;<\/p>\n\n\n\n<p><a href=\"\/uk\/resources\/what-is-third-party-maintenance-data-center\/\"><strong>What is third-party maintenance (TPM)?<\/strong><\/a> TPM is an alternative option to OEM server, storage and network equipment support. Instead of undergoing a hardware refresh or signing a post-warranty support contract, TPM is another option. TPM providers offer comprehensive support, reduced costs, improved service experience and more. <a href=\"\/uk\/resources\/what-is-third-party-maintenance-data-center\/\">Discover more advantages of TPM.<\/a>&nbsp;<\/p>\n\n\n\n<p>Price isn\u2019t always the most important factor when searching for a TPM service provider. You should also consider their service quality, expertise and how well they meet your specific requirements. Use the checklist below to help you evaluate and find the best data centre support provider.&nbsp;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading\" id=\"h-third-party-maintenance-tpm-provider-checklist\">Third-party maintenance (TPM) provider checklist<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-experience\">Experience<\/h3>\n\n\n\n<p>Selecting a partner with demonstrated experience for your <a href=\"\/uk\/data-center-maintenance\/\">Data Centre Maintenance<\/a> is crucial. Ask for the following information when evaluating TPM providers:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Proven track record of maintaining the type of equipment in your data centre, such as multivendor and multiplatform support&nbsp;<\/li>\n\n\n\n<li>Industry certifications and partnerships&nbsp;<\/li>\n\n\n\n<li>Service coverage area and <a href=\"\/uk\/service-locations\/\">global service locations<\/a>&nbsp;<\/li>\n\n\n\n<li>Customer satisfaction score (CSTAT), customer retention rate and Net promoter score (NPS)&nbsp;<\/li>\n\n\n\n<li>Customer reviews, case studies and references&nbsp;<\/li>\n\n\n\n<li>Description of how they tailor services to your industry&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-service-and-engineers\">Service and engineers<\/h3>\n\n\n\n<p>Quick response times are essential when experiencing hardware failures or downtime. Evaluate the ease of placing a service ticket and the TPM provider\u2019s average response time to ensure you receive support quickly.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Support availability and location of customer support team; 24\/7&#215;365 support should be the standard to ensure you\u2019re addressing failures when they happen&nbsp;<\/li>\n\n\n\n<li>Remote support, onsite support or both&nbsp;<\/li>\n\n\n\n<li>Outline of the incident management and service escalation process&nbsp;<\/li>\n\n\n\n<li>How to place a service ticket (phone, online, email, chat, etc.)&nbsp;<\/li>\n\n\n\n<li>Average engineer response time for each new service ticket and communication expectations&nbsp;<\/li>\n\n\n\n<li>Engineer-to-account ratio&nbsp;<\/li>\n\n\n\n<li><a href=\"\/uk\/careers\/service\/\">Engineer training,<\/a> hands-on experience and continued education&nbsp;<\/li>\n\n\n\n<li>First-trip repair percentage&nbsp;<\/li>\n\n\n\n<li>Which types of reporting and analytics are provided&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-quality-parts\"><strong>Quality parts<\/strong><\/h3>\n\n\n\n<p>Service quality is one element of the experience; you need quality parts to ensure your equipment is up and running.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Access to <a href=\"\/uk\/hardware-solutions\/data-center-hardware\/\">new, recertified and refurbished hardware<\/a>&nbsp;<\/li>\n\n\n\n<li>Average time to receive a new part&nbsp;<\/li>\n\n\n\n<li>Locally stocked parts inventory&nbsp;<\/li>\n\n\n\n<li>Quality assurance and testing for parts&nbsp;<\/li>\n\n\n\n<li>Average part dead on arrival (DOA) rate&nbsp;<\/li>\n\n\n\n<li>Partners in hardware network&nbsp;<\/li>\n\n\n\n<li>Number of parts in current inventory&nbsp;<\/li>\n\n\n\n<li>Types of parts spared in advance vs. purchased at time of incident&nbsp;<\/li>\n\n\n\n<li>Visibility into your business\u2019s spare parts inventory and consumption&nbsp;<\/li>\n\n\n\n<li><a href=\"\/uk\/hardware-solutions\/it-asset-disposition\/\">IT Asset Disposition (ITAD)<\/a> services for retired or unused equipment&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-communication-and-service-flexibility\">Communication and service flexibility<\/h3>\n\n\n\n<p>Clear communication without complexities makes all the difference when dealing with a data centre maintenance provider.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Multiple SLAs to meet your business needs&nbsp;<\/li>\n\n\n\n<li>Coterminous agreements&nbsp;<\/li>\n\n\n\n<li>Time &amp; Material (T&amp;M) rates for work that falls outside of coverage&nbsp;<\/li>\n\n\n\n<li>Actions taken after a missed SLA&nbsp;<\/li>\n\n\n\n<li>Gap coverage options&nbsp;<\/li>\n\n\n\n<li>Single point of contact for billing, agreement updates, etc.&nbsp;<\/li>\n\n\n\n<li>No charges or penalties for adding or deleting equipment coverage&nbsp;<\/li>\n\n\n\n<li>How to view equipment coverage, warranty dates, service ticket history, etc.&nbsp;<\/li>\n\n\n\n<li>Secure portal for managing assets and contracts&nbsp;<\/li>\n\n\n\n<li>Ability to define or customise reporting needs&nbsp;<\/li>\n\n\n\n<li>Ease of making agreement changes, including adding and removing equipment, and how much notice is needed, if any&nbsp;<\/li>\n\n\n\n<li>Customised solutions for service, billing, terms and conditions and more&nbsp;<\/li>\n\n\n\n<li>Onboarding and transition process with estimated timelines&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-invested-in-your-long-term-success\">Invested in your long-term success<\/h3>\n\n\n\n<p>How does the TPM provider help you maximise your IT strategy, budget, business priorities, challenges and long-term vision?&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lowers data centre maintenance costs by 30\u201370% from OEM pricing&nbsp;<\/li>\n\n\n\n<li>Discusses service activity, performance and project road maps&nbsp;<\/li>\n\n\n\n<li>Offers additional services and solutions to adapt to your changing business needs&nbsp;<\/li>\n\n\n\n<li>Identifies and addresses any issues or concerns&nbsp;<\/li>\n\n\n\n<li>Reviews your equipment reliability and longevity data when applicable&nbsp;<\/li>\n\n\n\n<li>Shares primary KPIs that are used to measure success&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>When evaluating your data centre hardware support options, this third-party maintenance checklist will ensure you select a provider that aligns with your business priorities and exceeds your service expectations.&nbsp;<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Looking for an alternative to traditional data centre maintenance? Use our third-party maintenance checklist to find a reliable provider that meets your needs. <\/p>\n","protected":false},"author":32,"featured_media":77198,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"freeform":false,"hero_image_id":32910,"show_author":false,"table_of_contents":[],"footnotes":""},"categories":[741],"tags":[],"resource":[568],"class_list":["post-33599","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-third-party-maintenance","resource-articles-insights"],"featured_image_src":"https:\/\/serviceexpress.com\/uk\/wp-content\/uploads\/sites\/5\/2024\/08\/Third-Party-Maintenance-Checklist-How-to-Find-a-Third-Party-Provider_Meta-Image.jpg","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Checklist: How to find a third-party maintenance provider<\/title>\n<meta name=\"description\" content=\"Looking for an alternative to traditional data centre maintenance? 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