{"id":33618,"date":"2019-09-11T19:40:00","date_gmt":"2019-09-11T23:40:00","guid":{"rendered":"https:\/\/serviceexpress.com\/uk\/resources\/faq-third-party-maintenance-in-the-healthcare-industry\/"},"modified":"2025-12-22T21:42:25","modified_gmt":"2025-12-22T21:42:25","slug":"data-center-healthcare-faq","status":"publish","type":"post","link":"https:\/\/serviceexpress.com\/uk\/resources\/data-center-healthcare-faq\/","title":{"rendered":"FAQ: Third-Party Maintenance in the Healthcare Industry"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column has-light-blue-background-color has-background is-layout-flow wp-block-column-is-layout-flow\" style=\"padding-top:var(--wp--preset--spacing--40);padding-right:var(--wp--preset--spacing--40);padding-bottom:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40)\">\n<p>Quick, effective support for 24\/7 uptime in the data center is a top priority for IT healthcare professionals.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column has-light-blue-background-color has-background is-layout-flow wp-block-column-is-layout-flow\" style=\"padding-top:var(--wp--preset--spacing--40);padding-right:var(--wp--preset--spacing--40);padding-bottom:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40)\">\n<p class=\"has-text-align-left\">Minimizing data center disruptions is critical to meet the demands of electronic records, virtual care and telemedicine.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column has-light-blue-background-color has-background is-layout-flow wp-block-column-is-layout-flow\" style=\"padding-top:var(--wp--preset--spacing--40);padding-right:var(--wp--preset--spacing--40);padding-bottom:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40)\">\n<p>Over 600 healthcare customers trust us to provide TPM support for their server, storage and network equipment.<\/p>\n<\/div>\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 has-text-align-center\" id=\"h-hipaa-related-faq\">HIPAA-related FAQ <\/h2>\n\n\n<div class=\"accordion wp-block-tenup-accordion\">\n\t\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>Will we still be HIPAA-compliant if we use Service Express for third-party data center maintenance?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Yes. While the covered entity (hospital\/healthcare organization) is responsible for understanding, acknowledging, and meeting the <a href=\"https:\/\/aspe.hhs.gov\/reports\/health-insurance-portability-accountability-act-1996\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Health Insurance Portability and Accountability Act (HIPAA)<\/a> regulations, we are committed to following the guidelines that our 600+ healthcare customers have in place to meet HIPAA regulations.<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>Do we need the latest firmware update to maintain a HIPAA-compliant data center?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Not in all cases. Is your data secure in the current level of firmware your system is operating with?<br><br>We advise our customers on which firmware updates may affect the security of their data and recommend obtaining such updates (which OEMs may provide to equipment owners at no cost). We help our customers through the process of applying the firmware updates to their systems and equipment to ensure data center security.<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>Will you sign a Business Associate Agreements (BAA)?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Yes. We sign both Business Associate Agreements (BAA) and Non-Disclosure Agreements (NDA) for our customers. Protecting healthcare data is the rule, not the exception.<\/p>\n\n\t<\/div>\n<\/div>\n\n<\/div> <!-- \/.accordion -->\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 has-text-align-center\" id=\"h-security-related-faq\">Security-related FAQ<\/h2>\n\n\n<div class=\"accordion wp-block-tenup-accordion\">\n\t\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>How do you ensure healthcare data security?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>We will not compromise any type of securities that you have in place to ensure data is secure. We comply with all processes to protect secure data while still allowing access to repair your equipment.<\/p>\n\n\n\n<p>When providing maintenance support, it is not necessary to access any secure data. In the event we need a remote access point we will set up a one-time remote session. We will never remotely or locally access a server without customer knowledge and permission.&nbsp;<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>How do you help us maintain security on defective hard drives?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>We offer drive retention to customers who prefer to keep chain of custody on failed drives in-house for HIPAA compliance. Most OEMs will charge for Defective Media Retention (DMR) or Comprehensive Defective Media Retention (CMDR), but our customers can retain drives and other magnetic media at no charge.<br><\/p>\n\n\n\n<p>If removing any drives or defective media off-site becomes necessary, we protect your confidential information by properly disposing of the drives. Our data destruction process adheres to the <a href=\"https:\/\/csrc.nist.gov\/publications\/detail\/sp\/800-88\/rev-1\/final\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">government data destruction policy<\/a>.<\/p>\n\n\t<\/div>\n<\/div>\n\n<\/div> <!-- \/.accordion -->\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-text-align-center\" id=\"h-tpm-related-faq\">TPM-related FAQ<\/h2>\n\n\n<div class=\"accordion wp-block-tenup-accordion\">\n\t\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>We have several systems that we rely on long term \u2013 can you keep them running?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>If you are keeping equipment longer due to legacy apps, archived medical records, sustainability reasons or budgetary constraints, we can help you extend your current and legacy equipment for months or years past the standard OEM equipment life cycle. Our post-warranty maintenance also supports a wide range of <a href=\"https:\/\/serviceexpress.com\/uk\/resources\/eol-eosl-tip-sheet\/\">End of Life (EOL) and End of Service Life (EOSL) equipment<\/a>.<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>Can you meet the strict Service Level Agreements (SLA) necessary for the healthcare industry?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Yes. We meet your coverage needs with various Service Level Agreements. You can choose 24\/7, Same Business Day, Next Business Day or a customized solution. Our onsite response rate for meeting these SLAs is 99%.<\/p>\n\n\n\n<p><br>We ensure SLA success by providing timely responses, quality parts and experienced engineers.<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>Are your engineers qualified to maintain our mission-critical equipment?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Yes. Our engineers have the experience and resources to provide <a href=\"https:\/\/serviceexpress.com\/uk\/data-center-maintenance\/supported-products\/\">multi-vendor support<\/a> for your server, storage and network equipment.<\/p>\n\n\n\n<p>Every Service Express engineer participates in continuous, hands-on learning to provide outstanding support. Our award-winning Aces Development training program incorporates actual service tickets, customer needs, skill sets and historical service data.<\/p>\n\n\n\n<p>For more complex issues, our Advanced Technical Support team provides immediate engineer assistance 24\/7. This group of L2 and L3 experts offers additional support to resolve issues for your mission-critical equipment.<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>We just underwent a big merger \u2013 how can you help with that?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Healthcare mergers and acquisitions continue to present ongoing challenges for IT teams. Asset management becomes increasingly important as organizations merge and dedupe data center equipment.<\/p>\n\n\n\n<p>We can provide full inventory audits, including models and serial numbers, for a comprehensive report of the assets in your data center(s). With our warranty tracking, you can quickly review equipment under OEM warranty and track support expiration dates. Warranty tracking and other asset management insights are available in our <a href=\"https:\/\/serviceexpress.com\/uk\/expressconnect\/\">ExpressConnect\u00ae<\/a> platform. <\/p>\n\n\n\n<p>We also offer <a href=\"https:\/\/serviceexpress.com\/uk\/hardware-solutions\/it-asset-disposition\/\">decommissioning and asset disposition services<\/a> to help with your surplus or required equipment needs.<\/p>\n\n\t<\/div>\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">\n\t<p>\n\t\t<strong>We have multiple healthcare locations worldwide \u2013 can you still support us?<\/strong>\t<\/p>\n<\/button>\n<div class=\"accordion-content\">\n\t<div class=\"accordion-content__text\">\n\t\t\n\n<p>Yes. We provide smart, reliable third-party maintenance and other data center solutions <a href=\"https:\/\/serviceexpress.com\/uk\/service-locations\/\" target=\"_blank\" rel=\"noreferrer noopener\">globally<\/a>.<\/p>\n\n\t<\/div>\n<\/div>\n\n<\/div> <!-- \/.accordion -->\n<\/div>\n\n\n\n<p class=\"has-margin-bottom-medium\">Utilizing our third-party maintenance solutions as part of your data center support strategy provides more flexibility, improved service and immediate cost-savings without compromising your HIPAA compliance.<br><br>If you have any additional questions, <a href=\"https:\/\/serviceexpress.com\/uk\/contact\/\">please let us know<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Do you have questions about using third-party maintenance in your healthcare-related data centre? We have the answers for you. Address questions like &#8220;Will we still be HIPAA and data protection compliant if we use a TPM provider?&#8221; &#8220;Can you meet the strict SLAs necessary for the healthcare industry?&#8221; and more.<\/p>\n","protected":false},"author":32,"featured_media":77187,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"freeform":false,"hero_image_id":33120,"show_author":false,"table_of_contents":[],"footnotes":""},"categories":[741],"tags":[],"resource":[568],"class_list":["post-33618","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\/FAQ-Third-Party-Maintenance-in-the-Healthcare-Industry_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>Healthcare &amp; Data Centre Maintenance | FAQ<\/title>\n<meta name=\"description\" content=\"How will third-party maintenance fit into your healthcare data centre? 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