IT Hardware Maintenance & Support

SMS has grown to be one of the largest independent IT asset lifecycle support providers in the world, addressing the challenges IT managers face, simplifying their responsibilities and reducing their management workload is, and continues to be, a primary objective. Already going above and beyond what is typically offered, SMS continues listening closely to its clients’ needs, and the marketplace as a whole, in order to anticipate and address the current and future challenges business’ will inevitably encounter.

If your business is facing the challenge to:

  • Reduce IT hardware maintenance, repair and support costs
  • Maximise systems uptime and performance
  • Consolidate service vendors
  • Gain a greater level of control in managing IT assets and service contracts
  • Combine globally dispersed IT assets onto one service contract,

Consider your challenges met.

Cost effective IT hardware maintenance and support tailored to your exact requirements.​

IT Hardware Maintenance and Support from SMS is more than a simple break/fix service, but rather a solution that helps businesses operate more efficiently and, in-turn, gain a competitive advantage in their respective industries by means of:

  • Competitively priced IT hardware maintenance and support services
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM’s End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimisation of response and repair requirements for each IT asset
  • Enhanced service contract, service incident and IT asset management via the proprietary online application, SMS Supportal.
IT Hardware Maintenance and Support highlights:
  • Global service availability
  • 90+ SMS-owned and operated service centres worldwide
  • 600+ highly trained, full-time Field Engineers located worldwide
  • Level 3 & 4 global technical support via 60+ member Central Engineering Team
  • Comprehensive service assurance process
  • Tailored asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Field engineers arrive on-site with tested parts in-hand
  • Documented escalation procedures
  • Strategic stocking locations for parts and complete systems
  • Secure Data Erasure options available​
  • Fix-IT-First® policy​
  • HotSparesSM process

Raising the bar to help your business thrive.

Because the success of SMS is closely tied to the success of its clients, continually raising the bar through innovation and ongoing operational improvement is paramount in order to provide services that will truly help businesses thrive. When you choose SMS for your IT hardware maintenance and support, the innovation, service quality and reliability is evident from day one due to features such as:

  • Global Service Delivery Team that coordinates service initiation and ongoing support worldwide
  • Comprehensive service assurance process that ensures minimal risk when switching to SMS service
  • Site audits for all new clients provide a complete and accurate inventory of IT assets upon service initiation
  • Fix-IT-First® policy ensures service availability even if hardware was mistakenly not included on the contract
  • IT asset inventory and contract information are pre-loaded into SMS Supportal on behalf of the client so they can hit the ground running
  • Dedicated account management to make certain an exceptional level of support is provided at all times
  • Remote error alert/call-home, diagnostics and repair availability on Enterprise servers and storage arrays
  • Numerous convenient methods for initiating service requests
    • Online through SMS Supportal
    • Telephone
    • Email
  • Strategic stocking locations for parts and complete systems
    • Global staging, testing and diagnostics centres
    • Regional staging, testing and diagnostics centres
    • Local staging, testing and diagnostics centres
    • On-site
  • HotSparesSM process ensures all spare parts are thoroughly tested and in like-new condition
    Secure data erasure options available to ensure data security when parts are removed from client premises.

As a trusted advisor to thousands of companies around the world, SMS does not just build long standing client relationships, but rather, long standing trusted partnerships.

OEM & Product Line Support Listing

Note: Not all supported OEMs or product lines may be listed.

OEMProduct LineOEM Product Line 
IBM®zSeries/System zEMC®Symmetrix
IBMpSeries/System pEMCCLARiiON
IBMiSeries/System iEMCCelerra
IBMEnterprise Storage Systems (ESS)/SharkEMCConnetrix
IBMIBM Tape LibrariesHP®Intergity
Oracle®/Sun®SPARC Enterprise ServersHPHP 9000
Oracle/SunClassic SPARC Servers and Ultra WorkstationsHPAlphaServer
Oracle/SunSun Fire ServersHPHP 3000
Oracle/SunSPARC Enterprise M ServersHPStorage Systems
Oracle/SunSPARC Enterprise T ServersCisco®All legacy and current routing, switching & security products
Oracle/SunSun Fire V ServersNetApp®FAS
Oracle/SunSun Fire X ServersNetAppF Series
Oracle/SunSun Netra ServersNetAppR Series
Oracle/SunSun StorEdge ArraysNetAppIBM Branded Filers (N series)
Oracle/SunSun Tape LibrariesHitachi Data Systems® (HDS)WMS
Dell®Dell PowerEdge ServersHitachi Data Systems (HDS)AMS
DellDell PowerVault StorageHitachi Data Systems (HDS)99xx
DellDell PowerConnect SwitchesHitachi Data Systems (HDS)USP
Fujitsu®PRIMEPOWERHitachi Data Systems (HDS)USPV / USPV M
Xerox®Most product linesHitachi Data Systems (HDS)HP Branded Hitachi Storage
Lexmark®Most product linesHitachi Data Systems (HDS)Sun Branded Hitachi Storage
Brocade®Most product linesAnd many more