5 Support Must-Haves

When it comes to support for your storage, server, or networking hardware, there can be a lot of potential vendor options for you out there. So, how do you know which is the right fit for you? How do you determine what is a “nice-to-have” versus a “must-have?” Well, we are providing you with a list of what we think are the 5 things any support provider MUST have.

1. Accelerated Service & Response Times

Your mission-critical equipment requires minimum downtime, so rapid response and accelerated service is imperative to get that storage, server, or networking hardware back up and running if it fails. Do you need to keep spare parts on-site for your most critical equipment? Ask a potential support vendor whether or not they can provide on-site spares. This can minimize downtime by placing the spares on-site where you would not even have to wait for a support engineer to arrive.

2. Flexible Support Agreements

Support isn’t a “one-SLA-fits-all” scenario. Each organization will have needs that vary. You may feel more comfortable having all of your data center hardware on Level 1 support with 4-hour on-site response times, however, you don’t need to feel forced into a support level that you don’t really need or want. A good support provider will allow you to choose the type of support that best fits your needs - not theirs.

3. In-Depth Product Knowledge Across Multiple Vendors

Unless your data center is entirely made up of hardware from one vendor, the likelihood is that you have multiple maintenance contracts with multiple support providers in order to get comprehensive support for your data center environment. However, if you really want a one-stop-shop for your storage, server, and networking hardware support, you’ll have to find a maintenance provider that has expertise across multiple storage, server, and networking vendors. While the original equipment manufacturer (OEM) undoubtedly has expertise on their equipment, third-party support providers may have OEM-level certifications and training on equipment from multiple vendors. This can allow you to have one support provider for all your storage, server, and networking equipment - giving you a single point of contact for all your support needs.

4. Progressive Support Solutions

Look for a support provider that embraces innovation when it comes to maintenance for storage, server, and networking equipment. Do they provide on-site spares kits? What about coterminous support contracts? Coterminous support contracts allow your maintenance coverage to renew on the same day across all the equipment within your data center. You don’t have to keep track of multiple days, just one - for everything! Another progressive support solution is the elimination of recertification fees to add equipment back onto support in case it has lapsed in coverage. This will not only save you money, but also allows the equipment that lapsed in support coverage to be added to your coterminous support agreement so you’ll never have that equipment without support ever again.

5. Cost Savings

This seems simple, but saving money goes a long way. When maintenance costs can take up to two-thirds of your IT budget, finding ways to save without sacrificing the quality of support becomes of paramount importance. A third-party support vendor can provide maintenance solutions for your storage, server, and networking hardware at a high service level all the while saving you up to 70% off OEM support costs. So, if your IT budget tightens, or you’re just looking for ways to save, consider third-party support for your storage, server, and networking hardware.

Finding the 5 Support Must-Haves

You may be thinking that there is simply no way that any one support vendor can fulfill all these must-haves. Think again! Reliant Technology offers flexible and progressive support solutions that are tailored to fit your organization’s specific needs all while saving you 30-70% off OEM support costs. Ready to learn more about our comprehensive SLAs, global support coverage, and engineering certifications? Reach out to one of our support specialists or call 1.877.227.0828 today.