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  1. 1. Reducing response time, delays and costs for your business 20 REASONS WHY DOWNTIME MATTERS
  2. 2. 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 expertly. 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. PEOPLE 1. Is your hardware maintenance provider multi- vendor trained and certified? 2. Does your business have its own dedicated engineer? 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? HARDWARE MAINTENANCE 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.
  3. 3. 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 site? 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 hardware? 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. HARDWARE MAINTENANCE
  4. 4. 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 contract? 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 underlying problem. HARDWARE MAINTENANCE
  5. 5. 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 and engineer. • One monthly bill – with easy adds and changes. • Cost savings with superior post-warranty support. HARDWARE MAINTENANCE