Uptime - the smart choice for supportBlog
In this series I’ve explained the reasons why Uptime is a smarter choice for support in comparison to having multiple vendor support plans. If you didn’t catch the previous blogs, here are the key points:
1. Uptime helps you cut down on complex contracts. Uptime gives you just one contract for your whole estate, with a single point of contact. Much easier for you to manage.
2. Uptime helps you avoid the hidden costs of vendor support: the costs of co-ordination, manual collaboration, doing patching and configuration yourself, and assembling reports from many sources. Plus there’s the opportunity cost of missing out on the benefits of automation, service integration, and economies of scale.
3. Uptime can answer Yes to all the 21 tough questions you should ask your vendors. Like does it provide end-to-end accountability for multi-vendor environments, can I choose level of support by asset, and does it have a single management portal where I can see my whole estate?
4. Uptime saves you from falling for false economies. Having several individual vendor support plans may look cheaper on paper, but it’s not. It burdens you with more administration and co-ordination, it’s an inferior way of supporting hybrid environments, and it keeps your people shackled to doing mundane operational tasks.
5. Uptime gives you best of breed support. Vendors are excellent at innovation and product design. But support isn’t their core business. For Dimension Data, IT services are our core business. It stands to reason that Uptime will be a better way of supporting your technology.
All of which adds up to the conclusion I want to make in this final blog:
6. Uptime is the smarter choice for support.
Reasons why Uptime is better:
- Multi-vendor environments need holistic support
- You need end-to-end visibility through a single portal
- An Uptime contract is accountable for the entire covered estate (not just one brand)
- We give you access to automation, service integration, and proactive support services
- We can support ‘end-of-support’ assets a little longer if you want to sweat them
- One contract, with single point of contact, covering all devices and vendors
- 19 local languages and bills in any currency you want
- SLA clock includes diagnosis time, and we stay on site until it’s working again
- We do any patching, configuring, and third-party co-ordination for you
Drawbacks of vendor support plans:
- Hidden costs make them a false economy
- Complex multiple contracts increase your admin burden
- Support isn’t an OEM’s core business (so they’re not best of breed for it)
- Vendor support structures are ultimately geared to refresh
- SLA clock time excludes diagnosis
- Limited range of languages
- Limited currency of billing
- They don’t have to stay on site until it’s working again
- You have to apply patches and configure replacement equipment yourself
One client’s experience
Luggage maker, 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 gave them centralised support services (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 lower total cost of ownership.
My advice to you
I’ve been in this business 32 years, and I now work for what I think is the best support service provider in the world.
I’m convinced I’m in the right job, and that Uptime is the best way for our clients to support their multi-vendor IT environments.
I hope that through this series of blogs, I’ve convinced you too. So please get in touch with your Dimension Data account manager to talk about moving from vendor support to Uptime.