Frequently Asked Questions

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Learn more about third-party maintenance and support for your data centre hardware equipment

What is third-party maintenance?

Third-party maintenance (TPM) providers extend your hardware equipment’s lifecycle after the original equipment manufacturer warranty has expired. Successful third-party partnerships are typically measured by inventory availability and level of experience and skill set of trained technicians. Park Place Technologies takes pride in the superior service and support it offers for customers, which forms the Park Place Difference.

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How do I choose a vendor?

It can be difficult to make the decision to move away from the OEM, but other people have made this decision before and have been happy with choosing Park Place Technologies over an extended warranty with the OEM or another TPM provider. After learning about Park Place Technologies, it should bring a level of comfort to your decision before having the chance to experience our service first-hand. Once our customers have a chance to work with us, they continually choose our support after the warranty expires and increasingly in more critical environments.

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How long has Park Place Technologies been in business?

Park Place Technologies was established in 1991 as a computer hardware reseller. As customer needs grew and technology evolved, the company shifted its focus to the business of data centre hardware maintenance and adopted its “Service First” philosophy. Over the past two decades, Park Place Technologies quickly expanded to become the premier data centre hardware maintenance provider. We service tier-one OEM equipment including EMC, IBM, HP, Sun/Oracle, NetApp, Dell, Cisco and Hitachi as well as legacy systems by Digital Equipment Corporation (DEC) and Data General.

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Why is your support so much less expensive than the OEM?

The cost of maintenance with an OEM can become inflated to incentivise customers to buy new hardware. Park Place Technologies is typically able to give customers considerable cost savings over their existing maintenance services. Our only business is maintenance, which allows us to streamline processes, enable organisations to become more efficient and keep costs down. We do not have the overhead for research and development of new hardware or software like the OEM does. If you’d like to learn more about how Park Place Technologies can help your organisation’s hardware maintenance needs, you can request a quote.

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What type of SLAs do you offer?

Park Place Technologies offers three main service level agreements including 7x24x4, 5x9x4 and Next Day. However, we understand that platform mix and data centre needs vary. We’ll customise a maintenance programme to meet your needs.

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When I have an issue, who do I talk to?

Our Service Operations Centre personnel are trained to handle every situation in a professional and courteous manner. Each call is managed by a Customer Support Analyst who takes a personal interest in finding a resolution to your support issue. Our support centre is a domestic, live contact centre that is open 7x24x365. We are equipped with multi-lingual analysts with minimal waiting time.

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What happens if I find a piece of equipment that’s not supported? Can I call for support?

This is a common scenario. With Park Place Technologies’ Service First philosophy, your equipment uptime is our top priority, so we will cover the piece of equipment, and talk billing once the issue has been resolved.

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Will Park Place Technologies charge a fee to re-certify the equipment for support?

No, Park Place Technologies will not charge a fee to re-certify the equipment for support. As long as the equipment is in a functioning state, we will support it. We offer maintenance and service for all Tier-One OEMs.

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Can you provide software patches and updates?

Software patches and upgrades are the intellectual property of the manufacturer and Park Place Technologies cannot provide or resell these products. If you require a patch, update or upgrade, we can refer you to an authorised reseller for that OEM so that you may acquire them directly. For server equipment, we offer basic and enhanced operating system support for certain models as well as layered application support for NetApp products.

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Do you have monitoring tools or capabilities?

Park Place Technologies can offer its customers a Call Home feature that provides remote fault monitoring based on the specific OEM hardware in your environment.

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How do you hire your engineering staff?

From our field service team to our Level III engineering teams, we ensure that our teams are hired with extensive direct OEM experience, each averaging more than 15 years of practice. We employ service engineers in every major metropolitan area globally so that you can have a consistent experience.

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How/where do you stock parts?

Our global network of parts are stored regionally, locally or on-site allowing for expedited distribution and service. We have more than 126,000 parts distributed over 110 locations and 1,100 customer sites, making it easy to keep your systems up and running by receiving the part that you need fast.

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Do you provide support internationally?

Park Place Technologies has service locations around the globe to serve your needs no matter where your equipment is located. These locations allow our experienced field engineering teams to quickly respond to your data centre issues immediately, ensuring that we meet our service level agreements and maximise uptime for your organisation. We are currently present in 70 countries across the globe. No matter where your equipment is located, Park Place Technologies has you covered. For more information on international support, please request a quote.

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What other services do you provide?

Not only does Park Place Technologies offer excellent support for storage, server and network equipment, we also provide IT support services that aid in maintaining your equipment for as long as possible. This includes, but is not limited to, hardware upgrades and installations, hardware disposition and hardware relocation. If you are looking for an IT service not listed, please contact a Park Place representative or request a quote to see how we can help you.

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