Definitions

Quality at SMS	SMS quality control consists of establishing metrics and costs around 6 of our key processes. This control ensures that we are focused on: Continuous process improvement Process documentation Refined delivery of customer service. Our approach is derived from previous 6 sigma training for our key operations personnel. For example, one of our key business processes is the Site Audit, which is a business service launched at the start of the implementation stage of our customer relationship to capture the details of the equipment covered by our maintenance contract. Previously, this process was largely manual, but has been revised: To automate many of the manual activities. To provide greater levels of accuracy of the data. To deliver even greater detail on the items found on our maintenance contract. The more accurate this process, the greater the sparing accuracy and SLA achievement.
Enterprise Support	SMS Enterprise Support is a package of services where SMS serves as a single point of contact to deliver: Maintenance and Support Services. Packaged Services covering specific technologies delivered remotely. Professional Services delivered remotely or on-site based on the customer's need. Technical Services to cover basic equipment moves, adds, or changes. Your benefit would be: All services are delivered and managed by SMS as the single point of contact. All devices are managed and contracts monitored and co-terminated via our SinglePoint^tm asset management software. You have one support integrator supporting your IT environment that is responsive, cost effective, and technically proficient.
Multi-Vendor Support	SMS Multi-Vendor Support is a package of services where SMS serves as a single point of contact for the delivery of maintenance and support services that cover more that one manufacturer. Your service could consist of the following: Maintenance and Support Services. Packaged Services covering specific technologies delivered remotely. Professional Services delivered remotely or on-site based on the customer's need. Technical Services to cover basic equipment moves, adds, or changes. Your benefit would be: All services are delivered and managed by SMS as the single point of contact. All devices are managed and contracts monitored and co-terminated via our SinglePoint^tm asset management software. You have one support integrator supporting your IT environment that is responsive, cost effective, and technically proficient.
Post Warranty Support	Typically, when IT hardware is purchased new, the manufacturer bundles a limited warranty with it. When this warranty expires, you are faced with 3 choices: Keeping the equipment and buying very expensive support from the manufacturer. Trading in your equipment and buying new equipment. Purchasing third party support and keeping the equipment. Post Warranty Support is the name of the service you purchase for your IT hardware after the warranty expires. Typically, the manufacturer *increases* the price of *their* post warranty support in each successive post warranty support year until the price of the support is so expensive that it cost justifies a new IT hardware purchase. SMS delivers post warranty third party support that is significantly less expensive than the manufacturer. This allows you to keep your equipment for as long as you choose and save on your capital equipment budget. If desired, SMS can uplift new product warranties to give you a better service level on your new IT hardware, if you want it.
Cost Effective	Cost Effectiveness is SMS's ability to save customers real and measurable expense dollars in the following two ways: SMS support or consulting prices will be materially less expensive than the OEM. This difference can range from 11% to 41% for support and much more for installation, equipment re-certification, and per-call repair. SMS caps the support cost that you pay in years three, four, and five (and beyond). Typically, the OEM raises these prices every year to encourage unnecessary upgrades. Cost Effectiveness for Capital Expenditures (Capx expenses) is: SMS increases the useful life of product ownership beyond the fifth year. If you choose to keep equipment for seven years, SMS caps the maintenance costs based on our service commencement date. For more on SMS offerings, click here.
Cost of Ownership	Cost of Ownership is SMS's ability to decrease overall support costs of an asset throughout its useful life by: Delivering less expensive support. This difference can range from 11% to 41% for support and much more for installation, equipment re-certification, and per-call repair. Capping the support price you pay after warranty expiration. Typically, the OEM raises support prices every year to encourage unnecessary technical upgrades. Cost Effectiveness from a Capital Expenses perspective: You, the customer, may decide to keep a product beyond the fifth year or EOL announcement from the OEM. Unlike the OEM, SMS will not raise IT support costs as the asset ages. Typically, support costs are capped on our service commencement date. For more on SMS offerings, click here.
Product Life-Cycle or Product Retention or Product Longevity	IT Asset Life-Cycles are controlled by the manufacturer and their desire to move you to new models regardless of your need. So long as the OEM software does not require upgrades, then "Staying Put" can be an effective strategy for cost savings in the data center. SMS will support your equipment long after warranty expiration, and after end of life (EOL) or end of service life (EOSL) has been declared by the OEM. SMS will cap the support price you pay after warranty expiration. Typically, the OEM raises support prices every year to encourage marginal technical upgrades. This can have a material effect on your CAPx (Capital Expense) budget: You, the customer, can keep a product beyond the 5th year or EOL announcement from the OEM. SMS will not raise IT support costs as the asset ages. Typically, the support costs are capped on our service commencement date. IT Assets (computers) can now be kept beyond their depreciation date without paying outrageous OEM support costs. For more on SMS offerings, click here.
Independent Maintenance	Independent Maintenance is the service or support you purchase from SMS for your IT hardware. Our services are not affiliated with the manufacturer, unless SMS specifies otherwise. Our spare parts are: Certified to manufacturer specifications. Tested in our labs. Tested in our service centers. Used as part of our Hot-Spares^tm strategy. In some cases, (like Cisco), spare parts are purchased from an authorized Cisco distributor and are used in fulfillment of our contract with Cisco when and where applicable.
Maintenance Engineering	Maintenance Engineering is the SMS approach to delivering integrated services to our customers. We consider the design, planning, installation, and maintenance of your datacenters, systems, and networks to maximize business continuity over the extended asset life cycles. SMS services extend well beyond the traditional definitions of computer maintenance, and we design your support plan based upon the unique needs of your business, without regard to the manufacturers End-of-Life deadlines. We also help you maximize your investment in technology by enabling you to determine when to retire your assets.
SMS Green Strategy	The SMS Green Strategy is a two part process designed to help our customers: Extend the useful life of their existing infrastructure, hence delaying the creation of hazardous waste. Provide an environmentally friendly and regulatory compliant means of disposal once that useful life has ended. Although newer equipment may use less power over its lifetime, we believe that reduction in consumption is overshadowed by the energy and materials used in new equipment production. In addition, proper disposal is now a requirement due to environmental, regulatory, and data confidentiality concerns.

Industry Standard Third Party Terms