SOURCE: ServiceKey TSS

April 17, 2007 09:00 ET

Enterprises Turn to Third-Party IT Maintenance Firms for Comprehensive Service Contracts

ServiceKey TSS Delivers Multi-Vendor Expertise and Cost Savings of 20 to 70 Percent Compared to Manufacturer-Direct Agreements

NORCROSS, GA -- (MARKET WIRE) -- April 17, 2007 -- Traditionally, enterprise CIOs have signed separate service agreements with server, storage and networking equipment manufacturers. But more organizations are realizing they can receive better service at significant savings by contracting with a third-party IT maintenance provider, according to Angela Vines, co-founder and vice president of ServiceKey TSS.

ServiceKey TSS was founded in 2004 to provide third-party IT maintenance for mid-range servers, networking and storage equipment. Its offerings include 24/7 help desk, on-site hardware maintenance, parts logistics and replacement, storage support and professional IT services. Depending on the type of hardware and failure rate, ServiceKey TSS can save enterprises 20 to 70 percent of the cost of a similar contract direct with a manufacturer.

"Another huge advantage is that we can offer a single-source solution for times when a failure occurs even though it is unclear which piece of equipment is at fault," explained Vines. "One call to the ServiceKey help desk puts the caller in touch with a cross-trained, certified technician qualified to diagnose problems in multi-vendor environments."

She added that, "For heterogeneous enterprises that require immediate problem resolution and need to maintain uptime value, choosing a service provider with a broad range of experience provides benefits over manufacturers that only have knowledge in their own hardware or parts."

ServiceKey TSS technicians hold certifications from Cisco, HP, IBM, StorageTek, Sun and other well-known server, storage, back-up and network equipment manufacturers. They have the depth of knowledge to consider the whole environment to discover the root cause of the problem and come to a quicker resolution. This can be contrasted to the typical scenario of having to call several manufacturers' hotlines for individual product troubleshooting.

The firm further differentiates itself through its ability to customize contracts to specific customer needs. Service level agreements can designate the type of service and length of contract term, and new equipment can be added at any time, with the cost prorated for the term of the remaining contract. Specific pricing is based on the type of equipment covered, where it is in the lifecycle, and the market cost of obtaining new and refurbished parts, instead of a fixed percentage discount off the manufacturer's suggested retail price.

ServiceKey TSS contracts can be used to augment manufacturers' warranties to guarantee priority response and provide next day or same day repair and replacement. "As manufacturers continue to shorten the lifecycle of their products, companies are often put in the position of retiring perfectly good equipment," said Vines. "Our policy is to support hardware through end-of-life or for as long as possible."

ServiceKey TSS maintains a centralized 24/7 help desk and has field service offices located throughout the United States and Canada. ServiceKey TSS maintenance contracts are branded and available through its channel partners. For more information, call 877-251-3163.

About ServiceKey TSS

ServiceKey TSS provides technology support and services to resellers, independent software vendors (ISVs), original equipment manufacturers (OEMs) and leasing companies who provide mid-range servers, networking and storage equipment to organizations in North America. With over 25 years experience in channel management and strategies, ServiceKey TSS designs service offerings to provide optimal service and support to companies and organizations with mission-critical and business-critical IT infrastructures, while increasing channel partner revenue and profitability. More information is located at

Contact Information

  • Contact:
    Marcy Theobald
    Carabiner Communications
    Email Contact