HP Elite x2 NEW Designed for IT, loved by users. Experience beauty and power that goes beyond expectations with the HP Elite x2. Serviceable by HP Authorised Service Providers or participants in HP’s Self Maintainer program. How Colleges Are Making Money With Self-Maintenance Programs. With Lenovo's self-maintainer program. Program offers commercial IT users in the United States and Canada additional warranty support option to save time and money PALO ALTO, Calif. Certification and Learning. Register for the HPE Certification and Learning program. If you work for an HPE Partner or an authorized self-maintainer, start here: Get started. Serviceable by HP Support, HP Certified Technicians, HP Authorized Service Providers, or participants in the HP Self-Maintainer Program. Find out more about the self maintainer programme at Misco.co.uk, the programme which allows the customers to stay in control of their own repairs. Designed for IT, loved by users. Not all features are available in all editions or versions of Windows. Systems may require upgraded and/or separately purchased hardware, drivers, software, or BIOS updates to take full advantage of Windows functionality. Windows 1. 0 is automatically updated, which is always enabled. ISP fees may apply and additional requirements may apply over time for updates. See www. microsoft. Serviceable by HP Support, HP Certified Technicians, HP Authorized Service Providers, or participants in the HP Self- Maintainer Program. Sold separately or as an optional feature. HP Touchpoint Manager requires purchase of a subscription and supports Android. Not available in all countries. MIL- STD- 8. 10. G testing is pending and is not intended to demonstrate fitness for U. S. Department of Defense contract requirements or for military use. Test results are not a guarantee of future performance under these test conditions. Damage under the MIL- STD test conditions or any accidental damage requires an optional HP Accidental Damage Protection Care Pack. The information contained herein is subject to change without notice. Intel, the Intel Logo, Intel Inside, Intel Core, and Core Inside are trademarks of Intel Corporation in the U. S. Android is a trademark of Google Inc. Microsoft, Windows, and the Windows Logo are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Competitive Self- Maintenance Programs of Leading Hardware Vendors. Document Type: Dataquest Perspective. Note Number: ITSV- WW- DP- 0. The key to a meaningful self- maintainer. Offering such programs may appear to conflict with the sale of support contracts by technology vendors. Therefore, vendors question whether self- maintenance is an opportunity or a threat to their business. In . According to the report, for example, 3. PCs are self- maintained and so are 2. LAN servers. Given these findings, it generally makes good business sense for technology vendors to offer some level of support to help self- maintainers help themselves. However, the following two critical elements of best- in- class programs need to exist: An opportunity to derive a revenue stream in the form of parts sales and logistics management, after- business- hours support coverage, training, per- incident support and certification. A clear, yet nonintrusive, path to convert many self- maintainers to support contract customers over time This Perspective presents snapshots of the official self- maintenance offerings of the following leading computing PC and workstation technology companies: Acer. Apple. Dell. Gateway. HPIBMSun . Gartner collected the information presented in each snapshot during the second quarter of 2. Product- dependent. Not specified. Yes. Not specified. Yes. No. Yes, depends on system type and software installed. Customer Requirements/Investments Needed. None. Same as for any other Apple- authorized provider. Minimum of two Dell certified technicians per service location; see program fees. Yes. Minimum annual purchase of qualified HP products; $4. PSG product lines. Yes. Download Data. About Downloading. For each vendor, the following information is presented: Self- maintenance contract offering — Lists the official name (if there is one) of the program. Program restrictions — Highlights, if there are any, restrictions or requirements for users to be part of these programs. Program fees — Lists any fees or other payments required to be a part of the official program. Per- incident repair costs same as time and materials (T& M) — Indicates whether self- maintainers pay the same price for per- incident support as do traditional T& M customers. Customer requirements/investments needed — Outlines what clients need to do or invest in to be part of these programs Table 1 reveals that there are varying levels of offerings and commitments among the seven vendors profiled. For example, IBM and HP appear to have the most robust offerings that actually use the term . Dell and Sun have formal service offerings that are geared toward self- maintainers, but not necessarily an exclusive offer just for them. And Apple and Gateway generally provide similar offerings to self- maintainers as they do their own authorized service providers. Five of the seven vendors shared specific prices they charge for customers to be part of their respective programs. However, all vendors represented have costs, either direct or indirect, required to be part of the program. Many users believe they can respond to hardware or software issues faster and determine the appropriate level of support needed. With a significant percentage of enterprises self- maintaining, there is a large enough market for vendors to develop profitable service and support programs just for them. Through annual fees, training for certification, spare parts and technical documentation purchases, vendors can make what is often viewed as an unimportant market niche into a profitable line of business. Most self- maintainer programs have a low profile. When searching and exploring various vendor Web- sites, only a few provide formal program information. Even if the information is on the Web- site, customers typically must search through the vendor's Web site or know the exact program name to locate the offering. The key to a meaningful self- maintainer program is in the bundling of the services and documentation. With no annual program fee, the package should include fee- based advanced level technical support, overnight spare parts delivery, and basic technical documentation. Then, next level, for an annual fee, should include advanced level diagnostic information, either online or via CD- ROM, and continued training. There is also revenue opportunity from certifying or authorizing end users on maintaining equipment. Users are attracted to this since it typically allows them to be reimbursed for in- warranty repairs. Gartner Dataquest recommends that all IT vendors consider establishing formal self- maintenance offerings by embracing the opportunity and not the threat. Such programs lead to increased customer loyalty and potential revenue streams and can prevent vendors from being . With targeted marketing campaigns and the right bundle of services, vendors could capitalize on a wide- open opportunity and potentially upsell support contracts in the future. Key Issue. How will product support services be priced and packaged to meet customer demand and requirements?
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