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Avoid hidden IT support costs


The hidden cost of IT support is 2.5 times the support contract value

It’s obvious really. The less you ask your support partner to do, the more you have to do yourself, and that pushes up your hidden inhouse costs.

Using multiple vendors to support multi-vendor environments means many contracts and puts more administration costs on you. And because no single vendor has end-to-end accountability, you have to bear the additional cost of co-ordination yourself.

Because competing vendors don’t integrate their systems with each other, cross vendor processes have to be managed manually, and that pushes up the overall cost of support. Without automation, human error can reduce accuracy and incur a cost of rework.

Vendors often don’t include patching and configuration in their service, so you have to bear the cost of those essential support activities.

You have to carry the cost of your inhouse people assembling reports from multiple sources in order to get an overall picture of the condition of your environment, because you haven’t got a single view of all your vendors’ activity.

Vendors often only bill in a few currencies, so again you have to bear an additional unnecessary cost of converting bills into different currencies for cost allocation purposes.

Using Uptime will reduce your hidden costs

With Uptime we take over many of the things vendor support plans leave you to do.

For a start, there’s just one contract instead of many, so we cut your cost of contract management.

Because Uptime is a multi-vendor, multi-technology support service, we are accountable for all covered parts of your infrastructure, not just one vendor’s equipment. So, we do the co-ordination and the component-level fault isolation and resolution that vendor plans leave you to do.

Our service management system can be integrated with yours and all your vendors’ systems, meaning we can do automated ticket exchange. This cuts the MTTR by 27%, and generally makes clients 10% happier[1] than un-integrated, manual co-ordination that you would have to bear the cost of doing yourself if you had multiple vendor-specific support plans.

Our systems are also highly standardised and automated, which speeds up services and reduces error, so you don’t have the hidden cost of rework.

Under an Uptime contract, we do the patching and configuration on replacement equipment for you, instead of leaving you to pick up the cost of doing it yourself, as vendor plans often do.

We also give you a single portal through which you can see your whole environment. The award-winning Manage Centre has colour-coded charts, interactive network maps, and analytics capabilities saving you time and money on monitoring, reporting, and planning.

We can bill in any currency you like, so you save on budgeting and cost allocation tasks. And we offer support in 19 languages, which cuts down the hidden costs of misunderstandings and delays.

Uptime lowered the total cost of support for Samsonite

Uptime will not only lower your hidden costs – it will lower your total cost of support.

Samsonite didn’t have end to end support for their multi-vendor estate. They needed to improve network availability and get access to 24/7 standardised support.

We moved them to Uptime, a centralised support service (with local engineers) covering their data centres, wireless LAN, and international WAN.

The result was improved availability, faster response and resolution times, a single point of contact for all networks issues (including carrier management) – and a lower total cost of support.


Read more about the hidden costs of vendor support

Read the next blog: Ask your vendors these 21 tough questions

Speak to a Client Success Manager about Uptime



 [1]  Dimension Data Accelerates Customer Service and Satisfaction with Cisco ServiceGrid  



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