FAQ

Third party maintenance is the continued service and warranty of your hardware after the initial OEM warranty has expired. The purpose of TPM is to extend the usable life of your hardware and maximize ROI on that equipment. Quality TPM vendors will maintain the highest levels of quality in both service and replacement parts while keeping your costs at a much more effective level.

It can be a challenge to leave an OEM in regards to service on hardware due to the importance the hardware has in your business. We understand that which is why we go to such length to explain our services and what those services mean to your company. Top Ten USA works with each of our clients as a true partner in their hardware solutions. Your success is our success and keeping you up and running is our standing edict.

There are 3 main reasons companies use Top Ten USA: 1) to support EOL/EOS hardware that the original equipment manufacturer (OEM) no longer supports 2) to save money as our rates are generally 60 – 80% below OEM pricing 3) we are a multi-vendor service provider. We can cover most if not all of your hardware regardless of OEM under one agreement. This simplifies your warranty administration and allows you to maximize your ROI.

OEM pricing can be inflated for various reasons. One primary reason is to entice you to purchase new equipment. It is in the best interest of a manufacturer to generate more sales contracts than service contracts as they are constantly manufacturing new equipment. One way to increase sales is to show the client a significant TCO (Total Cost of Ownership) savings in buying new equipment with relatively inexpensive warranty costs as opposed to keeping your equipment and paying a significantly higher sum to keep it under warranty. As a service provider, our goal is to keep your existing hardware up and running and doing so at the very best pricing available.

We have been in business for 30 years in Europe and 15 years in the US.

Yes, our US help desk is manned 7x24x365.  

A SLA or Service Level Agreement is a contract that details what equipment you are having maintained by your vendor, the start and end dates of that coverage, the extent of the coverage (i.e. parts, labor, tech support, etc) as well as the required response time for these services to be completed.

We offer the most flexible SLAs in the industry. We offer 24x7x4 hr – which means unlimited tech support 24 hours a day, 7 days a week with guaranteed response time of 4 hours. You can also choose our On Site Sparing Program which will allow you to have common parts on site for replacement at no additional cost. Next is 24x7xNBD which is the same tech support as our 4 hour plan but parts are delivered on site Next Business Day. We also offer 9x5xNBD with tech support avail 8-5 EST Mon-Fri and parts received Next Business Day. Lastly, we offer our Collaborative Plan which affords you unlimited tech support from 8-5 EST Mon-Fri with parts sent next business day and phone assistance to help your tech do the replacement correctly. We also offer the flexibility to mix and match coverage levels on various equipment in the same agreement. It is a fully customizable solution that keeps you protected and best utilizes your service spend.