IT Hardware Maintenance Services

Multi-vendor maintenance solutions that keep your brand top of mind

Give your end users the experience of exceptional, white-labeled maintenance and support services delivered by highly responsive, multi-platform–certified technicians. With Tech Data Global Lifecycle Management (GLM) as your single provider for all in- and out-of-warranty maintenance and end-of-life support, you can better serve your customers in ways that exceed their expectations.

Hardware maintenance services you and your customers can depend on

By entrusting your customers’ business continuity to GLM’s IT support and maintenance services and extensive network of highly trained engineers, you eliminate the hassle of managing multiple third-party maintenance providers. Our experts maintain your customers’ technology to your high standards and can manage extended warranties to keep them operating optimally. Utilizing a single provider for in- or out-of-warranty products helps to minimize downtime and keep your customers up and running throughout and beyond the support contract.

Maintain-customers-post-warranty-equipment

Revenue Growth

With expert post-warranty support, easily reengage with your customers at time of refresh.

Support-customer-expectations

Brand Quality

Your brand is your company’s identity. Entrust your IT maintenance services to a brand as reputable as yours.

Outsource-maintenance-services

Human Capital Release

Reduce costs and free up resources by outsourcing maintenance services to an authorized provider with the right expertise.

Consistent-service-partnership

Consistent Service

Our certified experts deliver quality service that maintains your customers’ technology to your high standards.

IT maintenance services capabilities

GLM boasts in-warranty through end-of-life service programs to maintain your customers’ technology lifecycle needs. We care about your and your customers’ best interests and deliver exceptional service through our maintenance and support programs. Stay closer to your customers with our single support solution within a multi-vendor environment. No matter what technology your customers use to operate their IT ecosystem, we have engineers who are trained to work on it. If you think you need to do it all, think again.

Infrastructure Software Support

As your authorized maintenance provider, GLM has the expertise to diagnose issues at the application layer and recommend repairs, patches and fixes. Our engineers look below the hardware level to find underlying issues. Software analysis allows us to understand the full scope of your customers’ maintenance needs, including:

  • Application maintenance
  • Software updates
Hardware Maintenance

Unauthorized third-party maintenance providers can compromise the integrity of your hardware solutions and pose a risk to you and your end users. GLM provides certified and trained experts in your technology, so you can trust that your customers are receiving the same level of quality in products and services as if you were offering it directly yourself. Our IT hardware maintenance capabilities include:

  • Spare parts management — consigned or GLM-owned
  • Forward and central part stocking options
  • RMA management
  • Multiple omni-channel communication options
  • White-glove service programs
  • Low- or no-cost hard drive retention (DMR)
  • 24x7 onsite response
  • 24x7 global technical assistance center and help desk
Renewals

Recapturing, retaining and recertifying your existing customers is one of GLM’s goals when maintaining IT infrastructures. Our technicians are close to your technology, and we’re close to you. Without expert maintenance, your customers may switch to a third-party maintenance provider for extended warranty support, so GLM turns this risk into real opportunity by extending and expanding warranty with additional high-value capabilities, such as:

  • Analytics and reporting
  • Warranty monitoring
  • Proactive support contract positioning and sales

Support

In today’s multi-vendor IT environment, unifying support under one roof is almost mandatory. Provide the support services your customers need through GLM’s Global Technical Assistance Center (GTAC), which can take support operations off your hands with a 24x7x365 infrastructure staffed by a centralized team of service delivery experts. Our services include Level 1, 2 and 3 technical and helpdesk support.

  • 24x7x365 Global Technical Assistance Center
  • Helpdesk services
  • Server, network device and storage device support
  • Software support
  • White-label support programs
  • Delivery management
  • Reporting

Reimagine your IT maintenance services strategy

Maintain complete control of the IT asset lifecycle — from design to disposal and everywhere in between. GLM provides your customers with unmatched expertise delivered by highly trained engineers. This ultimately relieves you of managing multiple third-party maintenance providers and decreases the risk of unauthorized activities, such as the installation of third-party parts, which could pose safety, security and economic risk to you and your end users. We help ensure your brand and customers are protected at every stage of the technology lifecycle.

Maintenance and Support Services by GLM

 

Expertise
Maintenance-services

Maintenance solutions designed by service industry experts

Unauthorized third-party maintenance providers can compromise the integrity of your technology solutions and generate unnecessary risk for both you and your end users. Our expert technicians and engineers are trained across multiple platforms to maintain the most complex IT infrastructures and bridge the gap for your customers. When they’re ready to make the next upgrade, we bring them right back to you.

Multi-Vendor Environment Expertise

With highly trained engineers, GLM facilitates the maintenance and support of various technologies by delivering a global multi-vendor solution on your behalf, helping to reduce complexity — even in a variety of infrastructures. As an authorized maintenance provider with vast supplier relationships, we protect your brand and technology from counterfeits and help you retain customers by giving them the best possible service experience.

Outsourcing Maintenance Services

No matter what your company’s objectives are, entrusting the service operations that you can’t or no longer want to handle yourself to an experienced partner like GLM empowers you to transform the way you do business. By freeing up capital and resources, reducing costs and improving your cash flow through outsourcing, you can then refocus on developing the game-changing, innovative products the future needs — while still maintaining your commitment to customers.

OEM Certifications

Your customers’ IT infrastructures are complex. With more than 2,500 industry-recognized certifications in multi-vendor technologies, our engineers are vendor agnostic and can handle the most complex systems out there. Simplify processes with streamlined services delivered by our multi-platform–certified maintenance and support experts.

Engineering Training

Our engineers are trained on your technology and all aspects of maintaining hardware. Each team member completes rigorous coursework and workshops that prepare them to meet your service needs for onsite or remote installation, troubleshooting, repairs and more. We train our teams not only to understand your products inside and out, but also to understand how and why everything fits together.

Seamless Experience
Managing-remote-and-onsite-support

Prompt, high-quality maintenance services

When you go beyond the traditional maintenance coverage model, customers notice. GLM can handle all of your customers’ onsite maintenance needs — whether in one or multiple locations — all under a single contract. Our skilled technicians ensure an exceptional customer experience across the full lifecycle of your products to keep them coming back to your brand.

Single Point of Contact

Having a single point of contact reduces expenses, mitigates risk, improves efficiency and streamlines communications. We ensure your customers have a seamless, high-quality maintenance and support experience with our dedicated team managing the entire project scope from initial interaction to final task and launch.

Continuity and Scale

GLM’s call and field services management processes are standardized globally, so regardless of location, you and your customers experience the same best-in-class services. Our standardization and globalization helps to reduce your overall service costs through process automation, enhanced agent productivity, proper resource utilization and optimal case resolution times — ultimately maintaining service continuity and increasing your capacity to scale business up or down as needed.

Global Parts Inventory

GLM can manage the global forward and reverse logistics of your parts in our locations, minimizing your overhead costs and maintaining accurate inventory levels. We offer secure warehousing at global fulfillment centers, which keeps parts closer to your customers for expedited delivery. We also provide inventory management and transportation control for value-added services.

IT Asset Disposition

We offer end-of-life IT services for your customers’ aging assets to help you get the most value out of your investment while safely and securely disposing of IT equipment in an economical, eco-friendly way that complies with data destruction and security laws.

Tools and Systems
tools-systems-maintenance

Maintain visibility into your customers’ IT environment

Your customers need to operate at optimal capacity without technology issues slowing them down. You can track their equipment throughout the entire maintenance process, and our root cause analysis can provide critical information about which parts fail and why.

SLA and Data Management

Serve your customers efficiently with GLM’s time-tested best practices, multiple service-level agreement (SLA) coverage models and proven service delivery methodology. Our scheduling, tracking, managing and reporting tools offer greater visibility into the execution of your customers’ projects.

Reporting and Analytics

You can pull reporting overviews in real time, which delivers customized visibility into your customers’ products. Our service management tools offer insight into installation scheduling and tracking, technician training, open ticket management task reporting, SLA-detailed reporting, activity reporting, service completion and more.

Unified Global Platform

We use a single global platform to encompass the full customer journey for end-to-end maintenance and deployment services. With self-service scheduling, asset details, bidirectional communication and more, our platform provides transparency into the service lifecycle from the first interaction to the last mile, increasing your visibility into real-time service event actions and giving you an overall improved line of sight to SLA achievement.

Escalation Process

GLM’s escalation plan resolves customer issues in a quick, efficient manner to provide your customers quality care 24x7x365. Our Global Technical Assistance Center (GTAC) proactively escalates cases based on customer requests and four priority levels that address different degrees of business impact.

Best Practices

Extensive knowledge of top OEM technology brands and years of industry expertise allow us to create a unique, high-quality maintenance experience with established service methodologies and proven delivery methods — including tracking and management tools, technician mapping and installation scheduling. Leveraging key data and customer insights enables our team of experts to more intelligently route work orders or cases to the right technician or agent and more proactively resolve problems.

Flexibility
maintenance-worker

More team without more capital invested

Reduce complexity and transform the way you deliver IT hardware maintenance services by letting GLM become part of your team. Whether your customers are in or outside of warranty, we’ve got them covered as an authorized maintenance provider, offering one contract that covers your customers’ needs while reducing your administrative work and expenses.

Flexible Maintenance Programs

With needs-based services delivered on your behalf, our technical expertise and experience allow us to maintain your products as an authorized provider, protecting your brand and delivering exceptional quality throughout the entire maintenance cycle. We also cover hardware needs under your predetermined SLAs to ensure your customers continue receiving the high-quality maintenance services they expect from your brand.

Coverage Models

We put the right people in the right place at the right time, serving your customers when and where they need it most on a global scale. GLM’s breadth and depth of readily available resources enables you to scale up or down as business needs require — and to choose the coverage model that works best for your customers. Our operational economies of scale offer consistent and reliable services while significantly reducing your costs.

24x7x365 Support

With OEM-trained technology specialists who offer three levels of support, our robust mix of product parts, labor and technical expertise help keep your customers’ systems up and running at optimal levels. Our team is trained to work with your products and respond quickly and efficiently to customer requests for support on your behalf, consistently delivering the right solutions based on the combination of products and services you choose.

Complete Coverage
capabilities-maintenance

Far-reaching capabilities that expand your scope

GLM’s technical expertise, gold-standard distribution system, global reach and wide coverage, detailed reporting and dedicated support teams maintain and reinforce your end users’ IT infrastructures, preserving your brand’s reputation and exceeding your customers’ expectations. Being both OEM-agnostic and OEM-aligned means GLM can work in a multi-vendor environment while also aligning to each vendor within the environment.

Multiregional

With extensive multiregional coverage, GLM deploys certified technicians to provide maintenance, repair, replacement and other hardware services that keep end users working with little to no disruption. Within North America, GLM’s field service coverage spans 99 percent of the population in the U.S. and Canada through remote field service technicians.

Complete Lifecycle Management

Managing the entire lifecycle of technology equipment demands a full spectrum of centrally managed services. GLM can maximize product value throughout the entire IT lifecycle by managing your services from design to disposal. Confidently scale, extend or augment service capabilities for any stage of the IT lifecycle by leveraging GLM’s comprehensive portfolio as your single service provider.

Channel Reach

We reach end-users on your behalf, driving demand and combating the risks of third-party maintenance. We keep your customers close by simplifying or eliminating channels to end-users, allowing you to build and maintain direct relationships. When you make Tech Data your partner, you benefit from our scale, scope, experience and innovative approach.

Global Multi-Vendor Solution

Support your customers’ variety of technologies and unique business needs with GLM’s global multi-vendor solution — under your badge or ours — helping to reduce complexity, preserve product refresh cycles and strengthen your customer relationships. We deliver holistic, multi-platform–certified support through comprehensive services for maintenance, deployment and revenue retention. If you think your customer experience can’t get any better, think again.

Channel Reach

GLM reaches end users on your behalf, driving demand and combating the risks of third-party maintenance. We keep your customers close by simplifying or eliminating channels to end users, allowing you to build and maintain direct relationships. When you partner with GLM, you benefit from our unmatched scale and scope, experience and insight, innovative approach and deep relationships with the world’s leading technology companies.

Maintenance-services

Maintenance solutions designed by service industry experts

Unauthorized third-party maintenance providers can compromise the integrity of your technology solutions and generate unnecessary risk for both you and your end users. Our expert technicians and engineers are trained across multiple platforms to maintain the most complex IT infrastructures and bridge the gap for your customers. When they’re ready to make the next upgrade, we bring them right back to you.

Multi-Vendor Environment Expertise

With highly trained engineers, GLM facilitates the maintenance and support of various technologies by delivering a global multi-vendor solution on your behalf, helping to reduce complexity — even in a variety of infrastructures. As an authorized maintenance provider with vast supplier relationships, we protect your brand and technology from counterfeits and help you retain customers by giving them the best possible service experience.

Outsourcing Maintenance Services

No matter what your company’s objectives are, entrusting the service operations that you can’t or no longer want to handle yourself to an experienced partner like GLM empowers you to transform the way you do business. By freeing up capital and resources, reducing costs and improving your cash flow through outsourcing, you can then refocus on developing the game-changing, innovative products the future needs — while still maintaining your commitment to customers.

OEM Certifications

Your customers’ IT infrastructures are complex. With more than 2,500 industry-recognized certifications in multi-vendor technologies, our engineers are vendor agnostic and can handle the most complex systems out there. Simplify processes with streamlined services delivered by our multi-platform–certified maintenance and support experts.

Engineering Training

Our engineers are trained on your technology and all aspects of maintaining hardware. Each team member completes rigorous coursework and workshops that prepare them to meet your service needs for onsite or remote installation, troubleshooting, repairs and more. We train our teams not only to understand your products inside and out, but also to understand how and why everything fits together.

Managing-remote-and-onsite-support

Prompt, high-quality maintenance services

When you go beyond the traditional maintenance coverage model, customers notice. GLM can handle all of your customers’ onsite maintenance needs — whether in one or multiple locations — all under a single contract. Our skilled technicians ensure an exceptional customer experience across the full lifecycle of your products to keep them coming back to your brand.

Single Point of Contact

Having a single point of contact reduces expenses, mitigates risk, improves efficiency and streamlines communications. We ensure your customers have a seamless, high-quality maintenance and support experience with our dedicated team managing the entire project scope from initial interaction to final task and launch.

Continuity and Scale

GLM’s call and field services management processes are standardized globally, so regardless of location, you and your customers experience the same best-in-class services. Our standardization and globalization helps to reduce your overall service costs through process automation, enhanced agent productivity, proper resource utilization and optimal case resolution times — ultimately maintaining service continuity and increasing your capacity to scale business up or down as needed.

Global Parts Inventory

GLM can manage the global forward and reverse logistics of your parts in our locations, minimizing your overhead costs and maintaining accurate inventory levels. We offer secure warehousing at global fulfillment centers, which keeps parts closer to your customers for expedited delivery. We also provide inventory management and transportation control for value-added services.

IT Asset Disposition

We offer end-of-life IT services for your customers’ aging assets to help you get the most value out of your investment while safely and securely disposing of IT equipment in an economical, eco-friendly way that complies with data destruction and security laws.

tools-systems-maintenance

Maintain visibility into your customers’ IT environment

Your customers need to operate at optimal capacity without technology issues slowing them down. You can track their equipment throughout the entire maintenance process, and our root cause analysis can provide critical information about which parts fail and why.

SLA and Data Management

Serve your customers efficiently with GLM’s time-tested best practices, multiple service-level agreement (SLA) coverage models and proven service delivery methodology. Our scheduling, tracking, managing and reporting tools offer greater visibility into the execution of your customers’ projects.

Reporting and Analytics

You can pull reporting overviews in real time, which delivers customized visibility into your customers’ products. Our service management tools offer insight into installation scheduling and tracking, technician training, open ticket management task reporting, SLA-detailed reporting, activity reporting, service completion and more.

Unified Global Platform

We use a single global platform to encompass the full customer journey for end-to-end maintenance and deployment services. With self-service scheduling, asset details, bidirectional communication and more, our platform provides transparency into the service lifecycle from the first interaction to the last mile, increasing your visibility into real-time service event actions and giving you an overall improved line of sight to SLA achievement.

Escalation Process

GLM’s escalation plan resolves customer issues in a quick, efficient manner to provide your customers quality care 24x7x365. Our Global Technical Assistance Center (GTAC) proactively escalates cases based on customer requests and four priority levels that address different degrees of business impact.

Best Practices

Extensive knowledge of top OEM technology brands and years of industry expertise allow us to create a unique, high-quality maintenance experience with established service methodologies and proven delivery methods — including tracking and management tools, technician mapping and installation scheduling. Leveraging key data and customer insights enables our team of experts to more intelligently route work orders or cases to the right technician or agent and more proactively resolve problems.

maintenance-worker

More team without more capital invested

Reduce complexity and transform the way you deliver IT hardware maintenance services by letting GLM become part of your team. Whether your customers are in or outside of warranty, we’ve got them covered as an authorized maintenance provider, offering one contract that covers your customers’ needs while reducing your administrative work and expenses.

Flexible Maintenance Programs

With needs-based services delivered on your behalf, our technical expertise and experience allow us to maintain your products as an authorized provider, protecting your brand and delivering exceptional quality throughout the entire maintenance cycle. We also cover hardware needs under your predetermined SLAs to ensure your customers continue receiving the high-quality maintenance services they expect from your brand.

Coverage Models

We put the right people in the right place at the right time, serving your customers when and where they need it most on a global scale. GLM’s breadth and depth of readily available resources enables you to scale up or down as business needs require — and to choose the coverage model that works best for your customers. Our operational economies of scale offer consistent and reliable services while significantly reducing your costs.

24x7x365 Support

With OEM-trained technology specialists who offer three levels of support, our robust mix of product parts, labor and technical expertise help keep your customers’ systems up and running at optimal levels. Our team is trained to work with your products and respond quickly and efficiently to customer requests for support on your behalf, consistently delivering the right solutions based on the combination of products and services you choose.

capabilities-maintenance

Far-reaching capabilities that expand your scope

GLM’s technical expertise, gold-standard distribution system, global reach and wide coverage, detailed reporting and dedicated support teams maintain and reinforce your end users’ IT infrastructures, preserving your brand’s reputation and exceeding your customers’ expectations. Being both OEM-agnostic and OEM-aligned means GLM can work in a multi-vendor environment while also aligning to each vendor within the environment.

Multiregional

With extensive multiregional coverage, GLM deploys certified technicians to provide maintenance, repair, replacement and other hardware services that keep end users working with little to no disruption. Within North America, GLM’s field service coverage spans 99 percent of the population in the U.S. and Canada through remote field service technicians.

Complete Lifecycle Management

Managing the entire lifecycle of technology equipment demands a full spectrum of centrally managed services. GLM can maximize product value throughout the entire IT lifecycle by managing your services from design to disposal. Confidently scale, extend or augment service capabilities for any stage of the IT lifecycle by leveraging GLM’s comprehensive portfolio as your single service provider.

Channel Reach

We reach end-users on your behalf, driving demand and combating the risks of third-party maintenance. We keep your customers close by simplifying or eliminating channels to end-users, allowing you to build and maintain direct relationships. When you make Tech Data your partner, you benefit from our scale, scope, experience and innovative approach.

Global Multi-Vendor Solution

Support your customers’ variety of technologies and unique business needs with GLM’s global multi-vendor solution — under your badge or ours — helping to reduce complexity, preserve product refresh cycles and strengthen your customer relationships. We deliver holistic, multi-platform–certified support through comprehensive services for maintenance, deployment and revenue retention. If you think your customer experience can’t get any better, think again.

Channel Reach

GLM reaches end users on your behalf, driving demand and combating the risks of third-party maintenance. We keep your customers close by simplifying or eliminating channels to end users, allowing you to build and maintain direct relationships. When you partner with GLM, you benefit from our unmatched scale and scope, experience and insight, innovative approach and deep relationships with the world’s leading technology companies.

IT maintenance service resources

article

The Importance of Outsourcing Service Operations

Key business benefits Fujitsu America, Inc. received by outsourcing services
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5 Characteristics To Look For in a Global Field Services Partner

Implement a high-touch, quality-driven global field services strategy
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case-study

Outsourcing Field, Integration and Repair Services | Tech Data GLM

Outsourcing field, integration and repair services to enable business transformation
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case-study

Effective Break-Fix Maintenance With Global Coverage | Tech Data GLM

Partnering to improve services across the globe
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video

Video | Maintenance and Support Services | Tech Data GLM

Watch the video
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infographic

Going Beyond the Warranty | Tech Data GLM

Start every customer off on the right path
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Why GLM maintenance services?

For more than 45 years, we have listened to our customers, adapted to their needs and prepared them for the future. In true partnership, our white-labeled, non-competitive approach means we never compete for your customers. Redeploy precious capital and stay close to your customers by offloading your IT hardware maintenance service needs to a trusted partner like GLM. If you think you’ve reached the limits of what’s possible, think again.

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“Tech Data put together a solution that not only fixed the problem, but implemented techniques to prevent future events from impacting my client’s ability to run their networks.”

—VP of Professional Services, OEM

Customers are asking for more every day. And we're here to listen.

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