Maintenance

At ServiceKey, we understand the mechanics of business as well as technology. We assess your company's existing systems, troubleshoot issues and anticipate future needs to position your business for success.

Our IT hardware maintenance and support service provides organizations with an independent, OEM alternative for post-warranty IT hardware support on mission-critical, non-critical and disaster recovery IT assets throughout North America, Asia and Europe. Instead of upgrading your IT equipment unnecessarily when the warranty period ends, rely on us to help you get the most from your infrastructure with our maintenance and support services.

With highly skilled technical personnel, a sophisticated IT hardware support infrastructure and proprietary support tools, we provide expert support for virtually any IT hardware from most major manufacturers.

With our support model, we tailor our IT hardware maintenance service to meet your IT support requirements. We operate within a standardized process structure to ensure a consistent level of quality and service delivery across your enterprise. We also provide a flexible and accommodative service structure, tailored SLAs and include advanced IT asset management tools.


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Maintenance Solutions

Storage Maintenance

We pride ourselves on being more than just a legacy equipment repair company. With expertise on major OEM storage equipment such as Dell, HP, EMC, NetApp and IBM, you can trust ServiceKey to address any concerns your business may face. We offer topnotch support through our flexible service level agreements, remote monitoring and a live domestic call center with direct access to Level III and IV Technicians who are trained on a variety of storage platforms.

Server Maintenance

With high-level expertise across all major OEMs, you can count on ServiceKey to provide topnotch support through our flexible service level agreements, remote monitoring and live domestic call center with access to Level III and IV Technicians. With parts stocking locations around the globe, as well as Field Service Engineers local to your business, we make it easy to ensure that your equipment is always up and running.

Network Maintenance

Whether it’s your wireless access point, fiber channel switch, or network director that has reached the end of its initial warranty, ServiceKey has you covered. Supporting major OEM networking equipment including Cisco, HP, IBM, Juniper and Brocade, we can keep your network running and maximize uptime by offering flexible service level agreements to match your IT strategy.

Time is money and downtime is expensive

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Customizable SLAs


  • 24 x 7 x 4
  • Advance Hardware Replacement
  • 24 hours a day, 7 days a week

  • 8 x 5 x 4
  • Advance Hardware Replacement
  • 8:00 AM to 5:00 PM, Monday through Friday
  • 8 x 5 x Next Day
  • Advance Hardware Replacement
  • 8:00 AM to 5:00 PM, Monday through Friday
  • 24 x 7 x 4 On-Site
  • Advance Hardware Replacement
  • 24 hours a day, 7 days a week
  • 8 x 5 x 4 On-Site
  • Advance Hardware Replacement
  • 8:00 AM to 5:00 PM, Monday through Friday
  • Next Day On-Site
  • Advance Hardware Replacement
  • 8:00 AM to 5:00 PM, Monday through Fridaydiagnosis

Maintenance Solutions

Help Desk

ServiceKey offers help desk service that is available 24x7x365. All calls are answered by a live representative and our help desk is fully staffed with certified technicians and supported by teams of experienced engineers. Our offices are located in North America so you are always guaranteed U.S. based support.

Vendor Management

ServiceKey’s vendor management simplifies the management of your multiple vendor service contracts, improves your asset visibility, streamlines your help desk requests, while reducing your current management cost. You will have the option of placing all of your service calls through our call center or through our web-based portal. Our help desk service will provide you with a single focal point that is your advocate.

Monitoring

Get a clear picture of IT applications and infrastructure without allocating resources for expensive tools. We'll help you stay ahead of performance issues that impact service delivery. Get visibility into your network, applications and infrastructure to help you proactively address IT issues that cause frustration and unplanned downtime.


Warranty/Post Warranty Support

ServiceKey can uplift an existing manufacturer’s warranty to a higher service level during the warranty period. This offers a customer the opportunity to receive better service and shorten the repair cycle of equipment under OEM support. However, if the manufacturer warranties are expiring there is no need for it to be the end of your hardware’s life cycle. Before replacement becomes the only option, you want to get the most out of your hardware while minimizing downtime. Picking up where your hardware manufacturer warranties leave off, ServiceKey provides premium multi-vendor post-warranty support on mission-critical IT devices beyond the manufacturer’s warranty period.

Hardware/break-fix

ServiceKey is a leading provider of hardware break-fix/maintenance services supporting businesses across the US. We offer a comprehensive solution for managing your business’ hardware support requirements. Hardware repairs are accomplished timely through a nationwide network of certified field service engineers, high-level help desk expertise and spare parts inventory modified to your company’s individual needs.

Onsite Support

ServiceKey has a full database of nationwide engineers available for a rapid response should you need on-site assistance. Not all technology problems can be addressed through a call to our IT help desk so we quickly escalate your call and deliver a qualified engineer to your site to fix the problem so that you can focus on your business.


solutions in action

Cost reduction through multi-vendor contract consolidation

Challenge

After an initial analysis and a contract audit, we were able to ascertain that there were a number of hardware maintenance contracts in place. Not only with each of their hardware vendors, but also multiple contracts existing within a single supplier. These contacts were being renewed at different times, by different department managers or different departments and subsidiaries within the company. Both the company and supplier treated each contract as a separate entity, therefore, each contract attracted different discounts and had different escalation support levels. All this, lead to reduced service delivery as well as more costly support by the hardware vendors and their service subcontractors.

Solution

By consolidation all contracts under single ServiceKey Services Agreement we were able to fulfill all three of our primary objectives; to reduce their IT cost starting day one, simplify their IT support services process and increase their existing IT investment funds by lowering long term support expenditures.

Results

ServiceKey merged contracts into one single ServiceKey Service Agreement. We were able to make payments and discounts standardized and set up contracts so they are coterminus. Service levels were modified and made appropriate for all departments and locations. ServiceKey provided a one call help desk and single dedicated source for service and support across their IT enterprise.

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