What counts as a Value Added Service versus standard break-fix support?
Break-fix support responds to hardware failures as they happen. Value Added Services sit alongside that coverage and address everything that keeps infrastructure performing well between incidents — lifecycle planning, asset disposition, firmware and capacity management, and spare-parts continuity. Most enterprise customers run both as a combined programme rather than choosing one or the other.
How does asset lifecycle extension work once hardware reaches OEM end-of-support?
We run a structured assessment of reliability history, workload criticality, and spare-parts availability for each asset nearing EOS/EOSL, then build a coverage plan with a defined sunset date rather than open-ended drift. This typically extends usable hardware life by 24-48 months without sacrificing SLA commitments, while the retirement budget is scheduled around business need rather than OEM refresh cycles.
What happens to hardware during IT Asset Disposition (ITAD)?
Decommissioned hardware is collected, data-sanitised to a certified standard with a disposal certificate issued per asset, and either refurbished for redeployment or recycled through environmentally compliant channels. Every step is logged for audit purposes, which matters for regulated industries with data-handling compliance requirements.
Can OEM Connect be used alongside our existing ITSM tooling?
Yes. OEM Connect is a visibility and coordination layer for spare-parts procurement, warranty status, and field-engineer dispatch across multiple OEM platforms — it is designed to sit alongside your existing service-desk and ITSM tools rather than replace them, giving your team a single place to see cross-vendor status that would otherwise require checking several OEM portals separately.
How quickly can spare-parts pooling agreements be activated for a new site?
Once a site is mapped against our 70+ regional stock locations, reserved-inventory pooling agreements are typically activated within a few weeks — faster where the site falls within an existing regional footprint, longer where new stock positioning is required for genuinely remote locations.
Do Value Added Services require a separate contract from Multi-Vendor Support?
They can be structured either way. Many customers add VAS as a scoped extension to an existing Multi-Vendor Support agreement so lifecycle planning, spares pooling, and break-fix response sit under one SLA and one point of contact; others prefer a standalone VAS engagement focused purely on optimisation and disposition. We scope it to match how your team already manages vendor relationships.
