Reducing response time, delays and
costs for your business
20 REASONS WHY
I NTRO DUCTIO N
Yes, businesses would all rather be spending
time on innovating and staying competitive,
yet it’s often the basics like maintaining
mission critical hardware that can have
catastrophic consequences if not managed
Hardware maintenance is an essential but
often tedious element to running a business.
Use these 20 questions to evaluate your
hardware maintenance plan and identify
ways to remove risk and cost.
1. Is your hardware maintenance provider multi-
vendor trained and certified?
2. Does your business have its own dedicated
3. Are you guaranteed a phone call from an
engineer within a specified timeframe?
4. What is the engineer-to-device ratio?
5. What is the maintenance provider’s track
record on first time fixes?
6. When you call the service desk, is the
rep following a script or a knowledgeable
specialist committed to a first call resolution?
The skill and experience of the support and engineer teams, backed up by proven service delivery
methodologies is what defines service excellence. You need one number to call, one rapid response
team and one invoice to pay at the end of the month.
P R OMPTN ESS
7. Does the maintenance provider have an
Australian-based 24/7 service desk? Or a
global call centre?
8. Is there the flexibility to customise SLAs?
9. What volume of maintenance calls are
resolved annually? 15,000? 20,000? More?
10. How fast is an engineer guaranteed to be on
11. Are parts locally stocked or do they need to
be ordered in? How long is the wait time?
12. Will the hardware maintenance provider
provide proactive health checks on your
Time is money, and response time is a vital
consideration. When one of your systems fails
you need the assurance that business will be
back to usual as soon as possible. A system
loss can have a company-wide impact and
businesses cannot afford for critical systems to
be offline for any length of time.
Hopefully, your chosen hardware maintenance
provider locally stocks 100% of the parts you
require. You might be surprised to find that
equipment manufacturers generally hold
replacement parts in a single national location,
meaning you may be delayed by shipping,
delivery and installation.
P R I C E
13. Are you aware of what ‘standard’ or ‘free’
warranties entitle you to? How long will your
benefits take to kick in?
14. What’s covered and what additional costs need to
be accounted for with repairs down the line?
15. Does the maintenance provider offer preventative
maintenance? Is this service built into your fee?
16. Can all your company’s devices be consolidated
under one contract?
17. Are adds and deletes quick and easy?
18. Do you have the option of a month-to-month
19. Can you decommission devices at short notice?
20. Are you pressured into upgrades because end of
life devices are unsupported?
Have you considered the cost and efficiency benefits
that one contact and one contract can deliver? A
standard warranty may not cost much in the short
term however the complexity of managing multiple
vendors and contracts can be costly to the business
in the long term.
Standard warranties often only cover you for the
repair of your system including the replacement of
parts but provide no guarantee as to when issues
will be resolved. The loss of time and resources
caused by lengthy delays can quickly add up.
Another factor to consider is whether the service
provided under warranty also covers “grey areas”
such as addressing operating system issues. Parts
may be replaced but the root cause of the hardware
failure may not necessarily be resolved. This may
require paying for additional services to rectify the
Purchasing a warranty upgrade may provide some
additional benefits however it can be expensive and
doesn’t necessarily mitigate the time critical risks.
It is important to understand in detail what the
response time guarantee is.
For example, a four-hour Service Level Agreement
(SLA) may not necessarily mean the engineer will
be on site replacing the part within that timeframe.
You may get a call from the engineer within the four
hours, however if the part/s is being sourced from
interstate or overseas it will take longer – a lot longer.
WHY A STANDARD WARRANTY
IS NOT ENOUGH
You want to be more than just one of many customers
being treated all the same. You want:
• One rapid response team on your side.
• One contract covering all your hardware.
• One number to call when things go wrong.
So how do we do it? People, parts, promptness, prevention.
• One set of SLAs - One resolution process.
• Clear accountability - A dedicated account executive
• One monthly bill – with easy adds and changes.
• Cost savings with superior post-warranty support.