Our site uses cookies to make it work and to help us give you the best possible user experience. By using our site, you agree to our use of cookies. To find out more about cookies and how you can disable them, please read our cookies statement. 

Cookie Settings

You can manage your cookie settings by turning cookies on and off.

Click on the different cookie  headings to find out more about the types of cookies we use on this site and to change your settings. Please be aware that if you choose to turn off  cookies, certain areas of our site may not work and your browsing experience may be impacted.

For further information on how we use cookies, please see our cookies statement. 

Strictly Necessary Cookies


These cookies are essential for the technical operation of and proper functioning of our site  and enable you to register and login, to easily move around our site, and to access secure areas. Without these cookies our site won't function properly.  

These cookies are required

Performance Cookies

Performance cookies allow us to collect aggregated and anonymous data on how our site is used, such as the number of visitors to our site, how you navigate around and the time spent on our site and also to identify any errors in functionality. These cookies also help us to improve the way our site works by ensuring that you can find what you’re looking for easily, to better understand what you are interested in and to measure the effectiveness of the content of our site. 

Marketing Cookies

These cookies allow us to advertise our products to you and allow us to pass this information on to our trusted third parties so that they can advertise our products to you on our behalf. All information these cookies collect is aggregated and therefore anonymous. No personal information is shared to third parties. Any personal information collected while using our website could be used for direct marketing from Dimension Data only.

Why buying technology without support makes no sense


Buying technology without support may seem like an affordable effective option – however it’s actually a false economy. Our research shows that trying to do support yourself can in fact cost more than using a support partner.

Let’s look at where your money is spent. On average 65% of a company’s IT budget is spent on operational costs. Of this, 85% goes on internal support resources, and only 15% is spent on external support providers.

If you want to make a big impact on reducing your operational costs, you need to focus on reducing the larger part – your internal support costs. Skimping on external support costs isn’t going to help very much, because they’re only a small proportion of the overall costs.

So buying technology and supporting it yourself makes no economic sense. It also means lower service levels for your users.

Your in-house support may not be as automated and integrated as your business needs

As your business becomes more digitised, technology uptime becomes one of your organisations most critical success factors To maintain the service levels your organisation demands, you need a different kind of support than most in-house operations can deliver.

In-house support can be reactive and manual in nature. Yet a digitally dependent business requires proactive and automated support. Most in-house support operations don’t have the level of automation required to perform support efficiently.

To get up to scratch, your in-house support department would need to invest in automated monitoring, remediation, and vendor integration to an extent that your finance department would hesitate to agree to.   

We’ve invested in a smart support platform so you don’t have to

The amount of investment – and the time it takes – to develop a modern, digital support platform would be completely uneconomical to be done in-house. You can’t hope to match the economies of scale and the levels of automation that a global support service partner like Dimension Data can offer.

We’ve invested in integrating our Uptime support plans with the multiple equipment and software vendors you have in your estate. As a result, we can provide service with 27% faster Mean Time To Resolve (MTTR) and 10% higher client satisfaction than in-house operations that don’t have this kind of service integration.

Uptime support swings all your KPIs in the right direction

You might think it only takes a minute to reboot a crashed server. But if you look at the whole time taken to apply noise filters, gather data, post a ticket, validate, restart, check, and resolve – it actually takes on average, 33 minutes, to do it manually.

Our Uptime and Proactive support services does all of this automatically in 5 minutes, giving a Level 1 engineer 28 minutes back in their day. When you think about how many servers you’ve got in your business, it adds up to a significant saving, time you can re-direct towards your digital transformation. One of our retail clients, with over 200,000 product lines, was once showing an out of stock status for 1kg bags of apples at one of its main branches. We polled every device, connection, and application in their supply chain ecosystem in seconds, isolating the issue to their online shopping application.

We passed the ticket automatically to the application support team to rectify. They fixed the glitch and reported resolution back to us. We passed that on to the client’s system automatically and the client was able to continue with its critical ecommerce operations in hours as opposed to days if they’d try to solve it themselves. 

Make the sensible choice

In the light of all this evidence, don’t you think it’s time to stop buying technology without support and trying to look after it yourself? It’s only condemning you to lower service levels and higher costs.

If you want better support at lower cost come and talk to us about our Uptime and Proactive support services. 

Read more about the false economies of in-house support

Speak to a client adviser about Uptime

Previous Article: Dimension Data and Cisco join forces to co-innovate and co-create Next Article: How to save on support costs without increasing risk

You may be interested in


Why the cloud has birthed a new breed of managed service provider

The managed services market is expected to reach $282 billion by 2023, according to a ‘Markets and Markets’ industry report.

Read blog
Cyclists riding in the rain

Thinking differently. Thinking digitally.

In most global industries, we see start-ups and smaller enterprises competing against large, established players with much bigger budgets and greater access to the best resources.

Read blog
Team Dimension Data cyclists

Team Dimension Data: always moving forward

Now more than ever, we’re putting everything we have into achieving our goal of seeing an African rider wearing the Yellow Jersey at the Tour de France in 2020.

Read blog
Team Dimension Data cyclists

Technology to support an ambitious climb

Data has changed professional cycling in a whole range of ways. It’s changing the viewing experience, the athlete’s experience, and management’s experience.

Read blog