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OEM vs. Third Party Maintenance

The OEMs (Original Equipment Manufacturers) of IT hardware usually offer support packages for their equipment when they’re purchased in order to maintain their uptime and business-as-usual capabilities. TPM (Third Party Maintenance) is the primary alternative to OEM support – where a third parry company offer support packages for hardware that they haven’t manufactured themselves. But what are benefits to each, and what are their differences? Let us explain…

End-of-serviceable-life (ESOL) support

When hardware reaches the ESOL stipulated by the OEM, OEM assistance is usually withdrawn and the user must continue unsupported – and in most cases are encouraged to purchase and install a newer version of equipment. Past this point, support is only offered on newer hardware and should any issues arise, the OEM will be unable to intervene.

TPM, however, is often offered far past the designated ESOL point, effectively disproving its title altogether. Procurri’s TPM offering, for example, continues to support legacy equipment with both on-site parts and break-fix assistance and virtual advice.

Accessibility of contact

Both OEM and TPM services usually offer phone and virtual support from a team of helpdesk operatives and technicians, during set or business hours.

Procurri’s TPM services are available 24 hours a day, 7 days a week, 365 days a week using a ‘follow the sun’ method of operations: so no matter where in the world a business is located or what it is there, they’ll be able to make contact with a qualified and experienced technician.

Spare parts and hardware replacements

OEM support and maintenance services are only valid until the ESOL period and at this point, no further. Spare parts and hardware replacements may be available but for older equipment, OEMs are likely to encourage a new purchase rather than a manual fix. On-site support is often available but only at a further cost.

TPM services from Procurri last beyond the ESOL point and even past this period, spare parts and replacements alongside refurbished and reconditioned hardware is available. What’s more, availability is worldwide – Procurri has the industry’s largest inventory of hardware, stored in 800+ warehouses over 100 countries. Where a warehouse isn’t local, secure transport will be used to move hardware around. On-site technician support is at no further cost and in most instances can be delivered within 24 hours.

ITAD (IT Asset Disposition)

When assets really do reach the end of their life, OEMs will often dispose of them in order to replace them with a newer or upgraded model of hardware. While this will be done in accordance with appropriate law and guidelines, no other options are usually explored.

Procurri’s ITAD process investigates all available options for ESOL equipment – be it refurbishment for resale, recycling or ethical disposal choices. All relevant options will be laid out for customers, following both legal requirements alongside ISO standards and best practice guidance. In some cases, resale may even be an option: so businesses can have their data erased before refurbishing and reselling onward, bringing cash in rather than losing it.

If you feel as though TPM is a feasible option over and above OEM maintenance for your business, get in touch with the Procurri team. All support packages are created bespoke to customers to best fit your needs.

 

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