Reliant Technology - Cost of Third-Party Support When purchasing maintenance and support for your IT infrastructure, there will be multiple options to choose from and each will differ in price. Depending on the industry and size of the company, maintenance services can consume up to two-thirds of any given IT budget. So, choosing a cost-effective IT hardware support provider that doesn’t sacrifice service quality is key. Third-party support allows for a flexible maintenance service agreement tailored specifically to your organization.

But how much does third-party maintenance actually cost? The short answer? It depends. The cost of third-party support for your data center hardware will vary depending on the SLA you choose for your equipment. However, third-party support typically costs anywhere from 30-70% less than OEM support for the same equipment.

Which SLA is Right for Me?

So, how do you determine which SLA is the best for your data center hardware? There are plenty of reasons to choose one maintenance SLA option over another. For example, enterprise organizations may feel more comfortable putting all of their data center equipment under Level 1 so that they can receive comprehensive coverage from an engineer on-site. Other organizations may want a different SLA for their production environment than their testing or development systems. The right SLA for you will depend on your organization’s specific needs. The trick to determining the right SLA for your needs is understanding the differences between each available SLA and how the services will best support the IT hardware within your data center.

What’s the Difference Between the SLAs?

Level 1:

Level 1 support from Reliant Technology provides 24x7x365 help desk support with replacement parts on-site 4 hours after the problem is determined. This support level is optimal for production environments, where mission-critical support is required to meet uptime requirements.

Level 2:

Level 2 support provides 24x7x365 help desk support with on-site parts replacement the next business day. This support level is optimal for organizations that still want access to the 24x7 help desk, but do not require 4-hour parts on-site.

Level 3:

Level 3 support is optimal for organizations that do not require support for systems outside of normal business hours (9 am-5 pm, Monday through Friday) and want parts replaced the next business day.

Level 4:

Level 4 support provides scheduled phone support with next-business day parts replacement.

Level 5:

Level 5 support extends the warranty for parts and systems with next-business-day parts replacement.

What Are the Services Covered Under the Various SLAs?


Parts Replacement:

With systems that are covered under your maintenance agreement, any faulty parts will be replaced.

Post-Incident Follow-Up:

Prior to closing a maintenance case, Reliant Technology will check to make sure that you are satisfied with the problem resolution.

Remote Monitoring:

Systems covered under maintenance are monitored remotely to diagnose system issues and proactively provide problem resolution.

Training:

On-site and remote technical and administrative training is available upon request. For more information about training availability, contact us at 1.877.227.0828 .

On-site Spares Kits:

Keep critical spare parts on-site, such as disk drives and standby power supplies, so that your data center professionals can replace them right away as needed.

On-site Technical Support:

Field engineers will arrive on-site to repair system issues.

Telephone Technical Support:

Access technical support through our domestic US-based help desk.

How Do I Get A Quote?

Requesting a quote for third-party maintenance services relies on a number of factors including the type and age of equipment, SLA, the physical location of the hardware, and the configuration.

To learn more about Reliant Technology’s maintenance services and SLAs , or to get a quote for third-party support, reach out to us and give us a call at 1.877.227.0828 .