SLA & Scope of Service -Tailored to Every Asset in Your Infrastructure
EPOKA Third Party Maintenance SLAs are built from three independent dimensions: coverage window, response time, and scope of service.
Each can be configured per asset, so servers, storage and networking all get the level of protection they actually require.
Three Independent Dimensions - Configured Per Asset
Coverage Window
The hours during which support is active and SLA response obligations apply. Outside the window, incidents are queued and the SLA clock begins when the window reopens.
Response Time
How quickly we must begin active resolution after a support case is opened - whether that means remote diagnosis, parts dispatch, or engineer dispatch to site.
Scope of Service
The service components included in your contract. Scope defines what EPOKA physically provides - from spare parts supply only through to full on-site field engineering.
Server Third Party Maintenance - Reliable Support Beyond OEM Warranty
Built from coverage window × response time. Scope of service is agreed separately for each asset and can vary within the same contract.
SLA active at all times. An engineer begins active resolution within four hours of case creation - any time of day, any day of the year. The highest level of contractual protection available under EPOKA TPM.
SLA active at all times - incidents logged outside business hours are queued and resolved by end of next business day. Provides monitoring continuity without the cost of four-hour priority dispatch.
SLA active during standard business hours. Within those hours, four-hour response commitment applies. Outside hours, incidents are queued until the next business day window opens.
The most cost-effective SLA option. Business hours coverage with next business day response commitment - appropriate for infrastructure where the primary goal is parts availability rather than rapid response.
What We Actually Deliver
Scope defines the physical service components included under your SLA. Choose the scope that matches your team's capability and operational model - from spare parts supply only to full on-site engineering. Scope can be configured per asset within a single contract.
Spare Part Management (SPM)
EPOKA supplies and logistics the replacement components to your location within the contracted response time. Your internal team handles physical installation. Ideal when you have qualified engineers on-site but want guaranteed parts availability for post-warranty and EOSL hardware.
Remote Technical Support (RTS)
Access to certified engineers for telephone and remote-access diagnosis, guided troubleshooting, and step-by-step resolution support. No engineer visit - designed for organisations with on-site capability that need expert guidance during a hardware failure.
On-Site Service (OSS)
A certified field engineer is dispatched to your location to perform physical hardware work - component replacement, diagnosis requiring physical access, and post-repair verification. Engineer arrival within the contracted SLA response window, globally in 100+ countries.
Full Support Package (FSP)
SPM + RTS + OSS combined under a single scope commitment. EPOKA manages the complete response - from initial remote diagnosis through parts logistics and on-site engineer visit - without requiring your team to coordinate separate elements.
From Ticket to Resolution - Four Steps
Every incident follows a consistent sequence - tracked in real time through the EPOKA Service Hub, with every step timestamped against your contracted SLA. Your team has full visibility throughout, without needing to call or email to check status.
Avoid High OEM Renewal Costs
Your team opens a support ticket via the EPOKA Service Hub or by telephone. The SLA countdown begins immediately and the case is assigned to a certified engineer for the relevant platform.
Talk to our TPM experts →Remote Diagnosis
A certified engineer contacts your team to begin remote diagnosis - identifying the failed component before any physical work begins. Many cases are resolved or root-caused at this stage.
Parts or Engineer Dispatch
Replacement component dispatched from the nearest regional depot, or an on-site engineer dispatched, to meet your contracted response time commitment
Resolution and Reporting
Component replaced and system verified. Case closed with a full timestamped record in the EPOKA Service Hub - tracked against your contracted SLA commitment.
The Same SLA, Delivered Consistently Across All Your Locations
A contractual SLA commitment is only as good as the delivery infrastructure behind it. EPOKA meets SLA response obligations globally through a combination of regional spare parts depots and a field engineering network covering 100+ countries
For multi-site and multi-country contracts, the same SLA structure applies across all locations - one contract, one set of response obligations, one point of contact for escalation. You do not manage regional variations in coverage quality.
All supported assets, open tickets, and SLA performance data are visible through the EPOKA Service Hub - giving your team a single source of truth for your entire maintenance programme.
Third Party Maintenance
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Have a question not listed here?
Our TPM specialists handle everything from single-site queries to multi-country infrastructure programmes.
Contact Our TPM TeamFrequently Asked Questions
The most common questions about switching from SLA & Scope of service support to third party maintenance.
What is an OEM support alternative?
What is the difference between 4H and NBD response time?
What is included in Spare Part Management versus Full Support Package?
Which SLA combination is used for mission-critical infrastructure?
Can third party maintenance support hardware after EOSL?
