Learn more about third-party maintenance and support for your data center hardware equipment
- What is third-party hardware maintenance?
- How do I choose a vendor?
- How long has Park Place Technologies been in business?
- Why is your support so much less expensive than the OEM?
- What type of SLAs do you offer?
- When I have an issue, who do I talk to?
- What happens if I find a piece of equipment that’s not supported? Can I call for support?
- Will Park Place Technologies charge a fee to recertify the equipment for support?
- Can you provide software patches and updates?
- Do you have monitoring tools or capabilities?
- How do you hire your engineering staff?
- How/where do you stock parts?
- Do you provide support internationally?
- What other services do you provide?
What is third-party maintenance?
Third-party maintenance (TPM) providers extend your hardware equipment’s life-cycle after the original equipment manufacturer warranty has expired. Successful third-party partnerships are typically measured by inventory availability and level of experience and skill set of trained technicians. Park Place Technologies takes pride in the superior service and support it offers for customers that makes up the Park Place Difference.
How do I choose a vendor?
It can be difficult to make the decision to move away from the OEM, but other people have made this decision before and have been happy with choosing Park Place Technologies over an extended warranty with the OEM or another TPM provider. After learning about Park Place Technologies, it should bring a level of comfort to your decision before having the chance to experience our service first-hand. Once our customers have a chance to work with us, they continually choose our support after the warranty expires and increasingly in more critical environments.
How long has Park Place Technologies been in business?
Park Place Technologies was established in 1991. As customer needs grew and technology evolved, the company shifted its focus to the business of data center hardware maintenance and adopted its Service First philosophy. Over the past two decades, Park Place Technologies quickly expanded to become the premier data center hardware maintenance provider. We service tier one OEM equipment including EMC, IBM, HP, Sun/Oracle, NetApp, Dell, Cisco, and Hitachi as well as legacy systems by Digital Equipment Corporation (DEC) and Data General.
Why is your support so much less expensive than the OEM?
The cost of maintenance with an OEM can become inflated to incent customers to buy new hardware. Park Place Technologies is typically able to save customers a considerable cost savings over their existing maintenance services. Our only business is maintenance, which allows us to streamline processes, enable organizations to become more efficient, and keep costs down. We do not have the overhead for research and development of new hardware or software like the OEM does. If you’d like to learn more about how Park Place Technologies can help your organization’s hardware maintenance needs, you can request a quote.
What type of SLAs do you offer?
Park Place Technologies offers three main service level agreements including 24×7, 8x5xNBD, and Next Day. However, we understand platform mix and data center needs vary. We’ll customize a maintenance program to meet your needs.
When I have an issue, who do I talk to?
Our Service Operations Center personnel are trained to handle every situation in a professional and courteous manner. Each call is managed by a Customer Support Analyst who takes a personal interest in finding resolution to your support issue. Our support center is a global, live contact center that is open 24 hours a day, 7 days a week. We are equipped with multilingual analysts with minimal wait time.
What happens if I find a piece of equipment that’s not supported? Can I call for support?
This is a common scenario. With Park Place Technologies’ Service First philosophy, your equipment uptime is our top priority, so we will cover the piece of equipment, and talk billing once the issue has been resolved.
Will Park Place Technologies charge a fee to re-certify the equipment for support?
No, Park Place Technologies will not charge a fee to re-certify the equipment for support. As long as the equipment is in a functioning state, we will support it. We offer maintenance and service for all Tier-One OEMs.
Can you provide software patches and updates?
Software patches and upgrades are the intellectual property of the manufacturer and Park Place Technologies cannot provide or resell these products. If you require a patch, update or upgrade, we can refer you to an authorized reseller for that OEM so you may acquire them directly. For server equipment, we offer basic and enhanced operating system support for certain models as well as layered application support for NetApp products. These offerings consist of telephone-based support and do not include the delivery or sale of any software products, updates, upgrades, or patches.
Do you have monitoring tools or capabilities?
ParkView™ supports a wide range of OEMs, platforms, operating systems and generations. Real-time visibility to all events is enabled via one easy-to-use interface accessed via our CentralPark customer portal.
How do you hire your engineering staff?
From our field service team to our advanced engineering teams, we ensure that our teams are hired with extensive direct OEM experience, each averaging more than 15 years of experience. We employ service engineers in every major metropolitan area globally so that you can have a consistent experience.
How/where do you stock parts?
Our global network of parts are stored regionally, locally, or on-site allowing for expedited distribution and service. We have 397,000+ parts distributed over 1,800 spare part locations and customer sites, making it easy to keep your systems up and running by receiving the part you need fast.
Do you provide support internationally?
Park Place Technologies has service locations around the globe to serve your needs no matter where your equipment is located. These locations allow our experienced field engineering teams to quickly respond to your data center issues immediately, ensuring we meet our service level agreements and maximize uptime for your organization. We are currently present in over 140 countries. No matter where your equipment is located, Park Place Technologies has you covered. For more information on international support, please request a quote.
What other services do you provide?
Not only does Park Place Technologies offer excellent support for storage, server, and network equipment, we also provide IT support services that aid in maintaining your equipment for as long as possible. This includes, but is not limited to, hardware upgrades and installations, hardware disposal, and hardware relocation. If you are looking for an IT service not listed, please contact a Park Place representative or request a quote to see how we can help you.