What Is Third-Party Maintenance? Explore the Process and Its Benefits

Published on February 6, 2024

Written by: Mercom

a man in a blue, plaid flannel is providing third party maintenance to hardware

In the ever-evolving realm of technology management, businesses today find themselves in a continual pursuit of strategic solutions to optimize their IT operations. One such solution that has gained prominence is Third-Party Maintenance (TPM), a strategic approach to IT infrastructure support that diverges from traditional manufacturer-centric models. As a cost-effective alternative, TPM introduces a host of benefits that extend beyond conventional support frameworks, providing organizations with a sophisticated approach to managing their critical hardware and software assets.

Third-Party Maintenance Explained (How It Works)

At its core, TPM involves the outsourcing of IT infrastructure maintenance and support to specialized service providers distinct from OEMs. This shift gives businesses more freedom and control over their tech setups. TPM providers cover everything from asset management, and depot repairs to the deployment of new hardware, often with service plans that can be customized to suit each company's unique needs. Oftentimes, a third-party solution is ideal when original equipment is past its manufacturer warranty or when companies need a more affordable solution for their maintenance and repairs.

The process begins with a comprehensive assessment of your business’ existing hardware assets. Armed with technical expertise, a TPM, like Mercom, will then develop tailored service plans that encompass support and repair of all IT hardware. The plan can include everything from simple depot repairs to advanced exchange, hardware deployment, and even help desk support.

This collaborative and client-centric approach distinguishes TPM from traditional OEM-centric models, presenting organizations with a more agile and cost-effective solution for managing their critical technology infrastructure.

Exploring the Benefits of TPM

There are many benefits to using a third-party maintenance solution to keep your fleet running smoothly. First and foremost, third-party maintenance plans allow you to extend the lifespan of your current equipment, which can save you a lot of money in the long run. Unlike traditional vendors that might suggest premature upgrades, third-party maintenance plans enable you to maximize the value of your current assets.

From there, having your hardware and IT equipment running also keeps your business running so you can avoid costly downtime. For many businesses, IT downtime has to be minimized. With Mercom’s Advance Exchange plans we offer same-day, overnight shipping to replace defective hardware. Our cost-effective depot repair services have an average turn-around time of 5 to 7 days, and quality is assured with our industry-leading warranties.

In addition to cost-effectiveness, a TPM brings flexibility to your maintenance strategy. Customized service plans mean you can tailor support to suit your organization's specific needs. Whether it's addressing unique hardware characteristics or working within budget constraints, a TPM's adaptability ensures you get the right level of service. This flexibility is especially valuable in fast-paced business environments where IT needs can change rapidly.

The Importance of TPM in Equipment Life Cycle

So, what kind of support and maintenance does your equipment need? Ultimately, this will vary depending on the type of equipment your business uses, its brand, and how old the equipment is. Regardless of age, third-party maintenance can play an important role in extending the life cycle of your equipment.

First 3 Years

In the initial years of equipment life, warranty support is typically accessible through the original manufacturer. This assistance may come bundled with new equipment, or it might be available for separate purchase.

At Mercom, we can manage the warranty process for you. For some manufacturers, such as Epson, we can handle all warranty repairs in-house. For others we can repair out-of-warranty equipment in-house, and process warranty repairs on your behalf with the manufacturer. This gives our customers a single contact for all their maintenance support.

4 to 6 Years

Typically, by the four-to-six-year mark, any support and/or warranty provided by the original equipment manufacturer is tapering off or may have concluded altogether. During this time, most equipment and hardware is still new enough that it should run reliably. However, some types of devices may be more prone to issues around this time—which is why having a third-party maintenance plan in place is a good idea.

7 Years and Older

After about seven years most devices will have reached the end of their manufacturer support, but IT hardware can work well way beyond this point and third-party support is an excellent option. If this older hardware still provides the functions you need then TPM will extend its life and it is a cheaper option than buying new equipment.

Selecting the Right TPM Provider

If your business is looking for a third-party maintenance provider, there are a few things to keep in mind as you shop around to make sure you end up with the best support.

Start by seeking TPM providers that are able to service and repair the specific brands and types of equipment that your business uses. At Mercom, we work on a wide range of hardware including barcode and POS equipment, handheld devices, laptops, printers, and more, from some of the biggest names in the tech industry, like HP, Epson, Honeywell, Zebra, and more.

a man in a plaid shirt is holding two cpu chips in his hands, providing third party maintenance services

Ideally, your TPM provider should have plenty of experience providing maintenance and repair services to businesses like yours. At Mercom, we have more than 25 years of experience in asset management and hardware maintenance, so you can rest assured that we have what it takes to service your fleet.

Mercom also takes a lot of pride in handling all your maintenance needs from start to finish. From pickup and shipping to delivering your equipment back to your business, you never have to lift a finger. Ready to learn more about what Mercom's third-party maintenance solutions can do for your business? Get in touch with our team today to get started!