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SLA & Scope of Service - EPOKA TPM

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.

Discuss Your SLA Requirements TPM Overview
100+ Countries covered
35+ Years in IT markets
ISO 9001 / 27001 certified
Common SLA combinations
24×7×4H
Around the clock - four-hour priority response. Mission-critical systems.
24×7×NBD
Around the clock, next business day response. Important infrastructure.
9×5×4H
Business hours, four-hour response. Non-24/7 operational environments.
9×5×NBD
Business hours - next business day. Dev, DR, and secondary systems.
How EPOKA SLAs Are Structured

Three Independent Dimensions - Configured Per Asset

A maintenance SLA is built from three independent variables. Understanding each one separately makes it straightforward to configure the right level of protection for every asset in your estate - without applying a blanket rate to infrastructure with very different criticality profiles.
1

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.

24×7
Around the clock, every day - including weekends and public holidays. SLA response clock runs at all times.
9×5
Standard business hours - typically 09:00–17:00, Monday to Friday. SLA clock pauses outside these hours.
2

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.

4H
Four-hour priority response. An engineer begins active resolution within four hours of case creation, any time, any day.
NBD
Next Business Day response. Parts or on-site engineer arrives by end of the next business day following case creation.
3

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.

SPM
Spare Part Management - component supply and logistics. Your team handles installation.
RTS
Remote Technical Support - certified engineer access for diagnosis and guided resolution.
OSS
On-Site Service - engineer dispatched to your location for physical hardware work.
FSP
Full Support Package - SPM + RTS + OSS combined under one scope commitment.
Server Third Party Maintenance - EPOKA

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.

Most common - critical systems
24×7×4H
Around the Clock - Four-Hour Priority Response

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.

Typically used for Production servers, primary SAN and all-flash storage, core network switches and routers, mission-critical firewalls - any infrastructure where downtime has immediate and significant business impact.
24×7×NBD
Around the Clock - Next Business Day Response

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.

Typically used for Important but non-primary infrastructure where same-day response is not operationally required - secondary servers, backup storage, edge network equipment.
9×5×4H
Business Hours - Four-Hour Priority Response

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.

Typically used for Infrastructure in non-24/7 operational environments - office systems, lab or development infrastructure, equipment where overnight downtime is tolerable.
9×5×NBD
Business Hours - Next Business Day Response

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.

Typically used for Development servers, disaster recovery standby systems, archive storage, access layer network equipment, and any infrastructure with low criticality and high tolerance for resolution time.
Scope of Service

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.

Component supply Regional depot dispatch Logistics within SLA Defective return management

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.

24/7 engineer access (on 24x7 SLAs) Remote diagnosis Guided troubleshooting Escalation management

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.

Engineer dispatch within SLA Physical component replacement Post-repair verification 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.

All SPM components All RTS components All OSS components Single point of contact
Ticket Created

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.

1

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 →
2

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.

3

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

4

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.

Global SLA Delivery

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.

100+
Countries with on-site field service and spare parts logistics
35+
Years in secondary IT markets - deep EOSL parts sourcing capability
24/7
Around-the-clock coverage available across all SLA tiers
ISO
9001 · 14001 · 27001 · 45001 certified across all operations
Service

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Service Preference
Section 3
Support Options Which type of SLA (Service Level Agreement) are you interested in?

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Our TPM specialists handle everything from single-site queries to multi-country infrastructure programmes.

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FAQ - OEM Support Alternative

Frequently Asked Questions

The most common questions about switching from OEM support to third party maintenance.

What is an OEM support alternative?
An OEM support alternative is a maintenance solution provided by a third party service provider instead of the original equipment manufacturer. These services allow organisations to support enterprise hardware after warranty expiration or End of Service Life (EOSL), often with more flexible contracts and cost-efficient options compared to OEM renewal.
What is the difference between OEM support and third party maintenance?
OEM support is delivered by the hardware manufacturer, while third party maintenance is provided by an independent service provider. Our TPM offers greater flexibility, multi-vendor support, and extended lifecycle options - whereas OEM support is often tied to fixed contracts, hardware refresh cycles, and ends entirely at EOSL.
Is third party maintenance cheaper than OEM support?
Yes, in many cases third party maintenance is more cost-effective than OEM support - especially for ageing hardware. Organisations can often reduce maintenance costs significantly by avoiding high OEM renewal fees and extending the lifecycle of stable infrastructure. EPOKA TPM typically delivers 30 to 70 percent cost savings versus equivalent OEM support renewal on the same SLA tier.
When should you consider switching from OEM support?
Organisations typically consider switching to a third party maintenance provider when hardware warranties expire, when systems reach End of Life (EOL) or EOSL, or when OEM support costs become disproportionately high relative to the hardware's value. It is also common in multi-vendor environments where consolidating support under a single contract simplifies operations and reduces administrative overhead.
Can third party maintenance support hardware after EOSL?
Yes. We specialise in supporting hardware after OEM support ends, offering diagnostics, spare parts replacement, and on-site engineering services to maintain infrastructure beyond EOSL. Read more on the EOL and EOSL hardware support page.
Is third party maintenance safe for enterprise infrastructure?
Yes. Third party maintenance is widely used by enterprises to support production environments. With the right SLA and an experienced provider, TPM can deliver reliable support for mission-critical infrastructure while maintaining performance and uptime. EPOKA holds ISO 9001 and ISO 27001 certification, providing a verifiable quality and security framework for all maintenance activities.
Can third party maintenance support multiple hardware vendors?
Yes. One of the key advantages of our third party maintenance is the ability to support multi-vendor environments. Organisations can maintain servers, storage systems, and network equipment from different manufacturers, Dell, HPE, Cisco, NetApp, IBM and more, under a single contract with one point of contact and one SLA framework.
What are the benefits of switching to an OEM alternative?
Switching to EPOKA TPM can help organisations reduce maintenance costs significantly, extend hardware lifecycles beyond OEM timelines, simplify multi-vendor support under one contract, and avoid unnecessary hardware refresh driven by manufacturer product cycles. It also provides greater flexibility in contract duration and scope compared to standard OEM agreements.
Will switching from OEM support affect performance or reliability?
No. Switching to third party maintenance does not negatively impact hardware performance. We focus on maintaining existing systems and ensuring reliable operation through structured diagnostics, tested replacement parts, and on-site engineering services. Every support engagement is tracked against contractual SLA commitments through the EPOKA Service Hub.
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