Keep your servers, storage, and network equipment running reliably beyond OEM support - with flexible SLAs, multi-vendor coverage, and 24/7 expert response in 100+ countries.
Third party maintenance (TPM) is enterprise IT hardware support delivered by an independent provider rather than the original equipment manufacturer.
TPM covers servers, storage systems, and network equipment - across multiple vendors - under a single contract with flexible SLA options tailored to your operational requirements.
For most organisations, TPM becomes relevant at two moments: when OEM warranty expires and renewal costs rise sharply, and when the manufacturer declares a product End of Service Life (EOSL) - ending patches, parts availability, and technical support entirely. Epoka TPM solves both.
With Epoka, you decide when to refresh hardware - not the OEM.
That control translates directly into lower maintenance spend, more predictable infrastructure costs, and the ability to align upgrades with your actual business cycle rather than a manufacturer's product roadmap.
The Third Party Maintenance Process
From first conversation to active Third Party Maintenance coverage in five clear steps. No commitment required until you approve the proposal.
A brief, obligation-free conversation with our team. We walk you through the TPM process, answer your initial questions, and identify what information we need from you. This ensures we fully understand your infrastructure, SLA expectations, and goals - so the next step is fast and effortless.
Send us your asset list with the details we need to prepare a tailored assessment: supported locations, manufacturer and model, serial numbers, desired start and end dates, and your preferred SLA and scope of support. The more detail you provide, the faster and more accurate the assessment.
Our TPM specialists review your equipment in collaboration with our in-house brand experts - engineers with deep knowledge of the specific hardware generations in your environment. We create a best-fit service model and pricing based on your actual requirements. A consultation is available if you need help choosing the right SLA and scope.
You receive a detailed Service Proposal and TPM Service Agreement outlining recommended SLA levels and coverage, response times and replacement process, pricing and flexibility options. Everything is transparent - your team knows exactly what to expect before signing.
Once approved, we finalise the service contract and onboard your assets into the EPOKA Service Hub - your single point of control for all supported hardware. You receive login credentials, asset overview, and ticket management access. Our Service Delivery Team walks you through the platform and remains your point of contact throughout the contract lifecycle.
Multi-vendor coverage
Consolidate server, storage, and network maintenance from multiple manufacturers under a single Epoka TPM agreement - eliminating parallel contracts and fragmented support relationships.
Replace multiple OEM agreements with a single Epoka TPM contract.
One point of contact, one SLA framework, one invoice - regardless of how many hardware brands are in your environment.
Choose the coverage window, response time, and service scope that each system actually needs.
24x7x4H for mission-critical infrastructure, 9x5xNBD for lower-priority assets - all within one contract.
Third party maintenance typically costs 30–70% less than OEM support renewal. Savings are greatest on post-warranty and EOSL hardware, where OEM charges a significant premium for continued coverage.
When the OEM declares a product End of Service Life, EPOKA continues.
We maintain spare-parts inventories and engineering expertise for hardware generations that manufacturers have stopped supporting.
On-site field service and spare-parts logistics in 100+ countries.
Whether you run a single data center or a distributed global infrastructure, we deliver consistent SLA performance across locations.
Every TPM contract includes access to the Epoka Service Hub - a web-based platform for ticket management, asset tracking, SLA monitoring, renewal alerts, and complete service history.
A direct comparison of third party maintenance and OEM support across
the factors that matter most to IT and finance decision-makers.
| Factor | OEM Support | EPOKA TPM |
|---|---|---|
| Annual cost | High - increases with hardware age | 40–70% lower than OEM equivalent |
| EOSL hardware coverage | None - support ends at EOSL date | Full coverage beyond EOSL |
| Multi-vendor contract | No - separate contract per vendor | Yes - all vendors in one agreement |
| Hardware refresh pressure | High - OEM incentivises new purchase | None - you decide when to upgrade |
| SLA flexibility | Standard tiers, limited customisation | Fully tailored per asset or environment |
| Contract duration flexibility | Typically 1–3 year fixed terms | Flexible term and scope adjustments |
| Spare parts availability | Stops at EOSL | Maintained for post-EOSL hardware generations |
| ISO certification | Varies by manufacturer | ISO 9001 / 14001 / 27001 / 45001 |
Your maintenance requirements are not one-size-fits-all. Epoka SLAs are built from three independent dimensions - combine them to match every system in your estate.
Choose the hours during which support is active and response obligations apply. Match the coverage window to the operational criticality of each system.
Common options
24×7 - Around-the-clock, every day
9×5 - Business hours, Monday–Friday
Define how quickly our team must acknowledge, diagnose, and begin resolution - including parts dispatch and on-site engineer arrival where applicable.
Common options
4H - Four-hour priority response
NBD - Next Business Day response
Select the service components included in your contract. From parts-only supply to full on-site field engineering - or a custom scope built around your specific operational model.
Common options
Spare Part Management
Remote Technical Support
On-Site Field Service
Full Support Package
Choose Your SLA Coverage Window
Choose the support hours that match your operational needs.
Examples
24x7: Around-the-clock support
9x5: Business hours support
Choose Your
Response Time
Define how fast
you want us to react.
Examples
4H: Priority response and delivery
NBD: Next Business Day response
Choose Your Service Scope (Action Time)
Select the service components you want included.
Examples
Spare Part Management, Remote Support, On-Site Field Service, Full Support Package, Custom build
Every Epoka Third Party Maintenance contract includes access to the Epoka Service Hub - a dedicated web portal that replaces scattered spreadsheets, email threads, and disconnected workflows with a single, real-time view of your infrastructure support.
Asset tracking - real-time status of all supported hardware across every location
Integrated ticketing - log, track, and close support cases without email
SLA monitoring - live dashboard showing response time performance against contracted obligations
Renewal alerts - automated notifications before contracts and asset coverages expire
Role-based access - configure access levels for your entire IT and procurement team
We support your hardware across all three layers of the enterprise infrastructure stack - servers, storage, and networking - in one programme.
Rack, blade, and tower servers from Dell, HPE, IBM, Lenovo, SuperMicro, and others - including post-warranty and EOSL generations.
Server support →SAN, NAS, and all-flash storage from NetApp, Dell EMC, HDS, IBM, and HPE - including disk arrays and tape systems.
Storage support →Switches, routers, firewalls, and SAN fabric from Cisco and Brocade - campus, data center, and WAN infrastructure.
Network support →Infrastructure the OEM has stopped supporting - Epoka keeps it running with maintained spare-parts inventories and certified engineering expertise.
EOSL support →A detailed breakdown of where TPM delivers the greatest savings versus OEM renewal - by hardware type, age, and support tier.
See the comparison →Certifications & Compliance
Epoka's ITAD collection and logistics service is backed by four ISO certifications covering quality, environmental management, information security, and occupational safety.
Documented, consistent processes across all collection and logistics operations. Every step follows certified procedures.
Responsible handling of all e-waste and hardware materials. Minimising environmental impact throughout the ITAD process.
Certified information security management covering data handling, access controls, and asset processing protocols.
Safe handling practices for all collection teams, ensuring proper protocols for physical equipment and workplace safety.
Ready to Take Control of Your Maintenance Budget?
Share your asset list and our TPM specialists will prepare a transparent, tailored proposal - including an OEM cost comparison and recommended SLA structure. No commitment required until you approve.
Submitting this form is completely non-binding. One of our specialists will contact you shortly.
Our TPM specialists handle everything from single-site network queries to multi-country infrastructure programmes.
Contact Our TPM TeamQuestions organisations ask about third party maintenance.
