Maintenance & Support Services

No, you simply will not purchase renewal services from [Cisco, Dell, HPE] from your VAR; instead, your purchase of an OTC maintenance plan will usurp [Cisco, Dell, HPE] maintenace.

If a device is EOL or EOSL, then [Cisco, Dell, HPE] leave you with no other options and often have no opinion. If a device is approaching a renewal contract with [Cisco, Dell, HPE], then it’s expected they’ll encourage use of their services vs. OTC.

Software support tends to mean access to firmware or code updates. OTC does not develop, provide, or access any code or firmware; the Intellectual Property (IP) is simply not ours to give. It’s common for OTC to receive tickets created under the expectation that software is the issue. OTC is committed to diagnosing and resolving issues.

This depends on where your devices are located. We implement the same type of service model [Cisco, Dell, HPE] deploys using a centralized knowledge center and field techs. Depending on the SLA you’ve purchased, a field engineer may be dispatched to complete your ticket. For a 4-hour SLA, we often dispatch field engineers from within a 2-hour travel radius of your location to account for travel and still honor the SLA.

OTC provides contact details via phone, email, and online portal to our Service Team. You will no longer contact the OEM for future tickets.

Yes, replacement hardware is included as part of all OTC maintenance services; however, devices not yet under an OTC service plan with failed hardware will need failed hardware replaced and system restored to full operations health prior to adding device to an OTC maintenance plan.