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5 minute read5 Common IT Support Mistakes (And How to Avoid Them)

Choosing who supports your storage, server, and networking equipment as well as how it’s supported are some of the most important decisions you can make for your IT infrastructure.

Far too often, we see a common trend of end users making decisions on the “who” and “how” that costs them time, money, and quality of service. Don’t make the same mistakes by avoiding these potential pitfalls of IT hardware support.

So, what are some of the most common pitfalls associated with IT hardware support and how can you avoid them?

1. Automatically Choosing the OEM for Support

Some people make the assumption that choosing the Original Equipment Manufacturer (OEM) to support their IT hardware is the best choice by default. After all, who would know that equipment better than the original manufacturer? But not so fast.

The OEM can support your data center hardware, but most data centers don’t have equipment from one manufacturer. If you’re like most organizations, you have more than one vendor within your data center.

And going to each of the OEMs for support becomes a hassle to manage. Not only is it difficult to manage, but it also has the potential get very expensive very quickly.

Third-party support vendors can provide comprehensive support for multiple equipment vendors on one consolidated contract. This makes it easier for you to manage with one renewal date and one point of contact for all your issues.

Also, third-party support can save you up to 70% off OEM support costs – all while providing the comprehensive and flexible service you need.

2. Supporting Your Equipment Yourself

When you get the support bill from the OEM for your equipment after the third year, you will see a huge spike in price. OEMs design this price jump to push you to refresh your equipment to the latest generation of product.

Many organizations can’t afford to buy a new set of equipment or the hefty support price tag. So, they end up trying to support the equipment in-house. The reality is, while this may save you some money, it puts your company at too much risk for downtime and damage. Instead, you can find a SLA that fits your needs at a lower cost.

This can help you save money by not using OEM support, but also helps protect your business and its data.

3. Choosing the OEM for Support Because of Operating System Support

When it comes to operating systems, there is really only one major difference between OEM and third-party providers – OS patches and updates. The OEM is the only one that can provide OS patches and upgrades.

This is because OS patches and updates are the intellectual property of the OEM. But, once equipment goes end-of-life (EOL), OS updates and patches aren’t an issue. Legacy hardware doesn’t get OS patches and updates. So, supporting operating systems isn’t an issue for third-party maintenance providers for legacy equipment.

4. Spending Too Much Time Listening to “On Hold” Music

You shouldn’t have to spend a ton of time listening to that dreaded ‘hold music’ while waiting to get somebody to respond to your support question. A lot of support providers have internationally-based help desks.

Or start their support procedure with lower-tiered specialists and escalating your issue if necessary. This means that you can get put on hold or passed around from person to person while waiting for your issue to get resolved. This wait time and runaround doesn’t have to be the support standard.

A third-party support provider can respond to your request within minutes.

5. Refreshing Your Hardware Unnecessarily

Why switch to a new set of hardware when what you have is working just fine? Since IT budgets are tight across the board, dropping cash unnecessarily is not an option. The OEM will push you to upgrade to a new generation of product at the end of its warranty period.

But, you don’t have to upgrade on their timeline. If you choose third-party maintenance for your storage, server, and networking equipment, you can save money by keeping equipment that works well in your data center for as long as it works for you. You can upgrade to new hardware on your timeline – not when the OEM says you should.

Avoiding the Pitfalls

These are just some of the common mistakes organizations can make when it comes to IT support. Avoid these mistakes and look into third-party support for your storage, server, and networking equipment. To learn more about our services, support features, and how third party support can help, reach out to one of our support specialists or give us a call at 1.877.227.0828.

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Reid Smith-Vaniz

by Reid Smith-Vaniz

Reid is the founder and CEO of Reliant Technology and for 14 years has pursued his mission to remove the pain associated with maintaining IT infrastructure. Reid writes on common challenges related to maintaining, servicing, tracking, budgeting, and upgrading technology.

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About Reliant Technology

As Data Center and storage experts, Reliant Technology is available to provide consultations and solutions to your server backup needs. Our experienced engineers and IT specialists are ready to help you determine the best option for your Data Center. If you have a topic you would like to see discussed, or if you would like to submit an article for possible publication, please, get in touch with us.