The Advantages of
Third-Party Maintenance

Get huge advantages

Third-party maintenance (TPM) provides cost savings, contract flexibility, a simpler support vendor experience, and the ability to extend the life of your technology.

This segment is taken from a recent podcast that delves into the benefits of third-party maintenance (TPM) and how it fits into the concept of a hybrid support solution. View the full podcast here.


Watch other segments from our informative podcast, Third-Party Maintenance and the Value of a Hybrid Support Solution, at the links below:

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Interested in delving further into the concepts of hybrid support and TPM? Download your free guide, The Value of a Hybrid Support Strategy, here.

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Learn more about how CXtec can help you build a hybrid support solution here.

Find out about CXtec's third-party maintenance offering here.



Getting right into the advantages of third-party maintenance, right here, the number one is cost is king, so if you're a procurement person and you really want to get at this, this is a great opportunity for you to help your IT people stretch their budget. So it's important in that it's again, 50-60% savings.

The key here is you just pay for what you need, so you're not going to pay for software that's not coming, you're not going to pay for software that's free, and you're not going to need 100% attachment rate.

What that I mean is if you have 1,000 switches, you do not need to put SmartNet times 1,000, third-party maintenance times 1,000. That's where we get into an advantage called density. If you have a very dense network, you can get upwards of 80% savings if you have have a really dense network.

The other thing, or the second item that I really like to talk about is the flexibility and the methodology. I just mentioned about density, but also it's the ability to terminate a contract without penalty. It's about being able to enjoy month-to-month contracts if you need to. So if you're dealing with a third-party maintenance provider and they want to lock you into three years, then I'd say buyer beware.

Someone that's really flexible and will give you and accommodate what your needs are, that's the kind of third-party maintenance provider you want to deal with. There's recently been a Gartner paper that's been published. It's on the landscape of third-party maintenance providers. There are 13 of them that are on there. All 13 of them are credible and excellent at what they do.

The item that I'm most excited about with third-party maintenance, because I am an IT professional, I definitely enjoy the cost savings, but it's about the support experience. You're able to accelerate the mean time to repair. I just said, we have a customized model, but it's also the way third-party maintenance providers engage you, it's not product-specific. They're not trying to get this SKU, push you through an entitlement process, and get you off the phone.

It's about supporting an entire technology, so it's technology-centered versus product-centric, and they get incented by not having you call them back. Anyone that's been involved with an OEM provided call, like a Cisco SmartNet, dealing with tech, there's horizontal and vertical teams that are very difficult to navigate through if you don't have extensive support.

This is probably a bigger point. I've worked at some big companies, Pepsi and GE, and they had some purchasing power to press up on the OEMs, but the majority of the companies today do not have that leverage. If you're dealing with a third-party provider, particularly some of these boutique ones who are extremely good at what they do and have extensive networks to help you through your issue, you're going to get the support you need.

A friend of mine, dealing with Cisco SmartNet, he had his 6509 go down. They had a problem with the back plane, took them seven days to get a next-business day provided. Now the reasons for that is they had some weather and everyone knows about these chassis, they have to put them on a pallet, and then there's weight contraints. Indianapolis had a strike, and there were a lot of reasons, but it took them seven days to get something. I can guarantee you this, any of those 13 providers on that white paper that talks about third-party maintenance would have delivered for you.

The fourth topic I want to talk about is asset sweating. This is super important. It means extending the useful life of your network.