Frequently Asked Questions
What is Axiom Maintenance Services?
Axiom Maintenance Services (or also called AMS) is third-party maintenance (TPM) focused on data center, storage, and network hardware support available through channel partners and resellers.
What is third-party maintenance (TPM)?
Third-party maintenance is multi-platform maintenance support offered independent of the OEM.
Why utilize third-party maintenance?
Businesses of all sizes from Fortune 500 to government and education entities to small and medium sized businesses (SMB) utilize TPM for a number of reasons. Whether a business is looking for cost savings, support to fill in gaps where OEM support has been discontinued or greater control over their business through flexibility, TPM such as AMS provides customers massive benefits. AMS offers customers up to 60% savings over OEM contracts, support for post-warranty and legacy hardware to extend the life of the equipment and flexible service level agreements (SLAs). With AMS, customers can be more agile and strategic as they reallocate cost savings back into their business while relying on world-class customer service.
What do EOL and EOSL stand for?
EOL stands for End-of-Life, and EOSL stands for End-of-Support-Life.
What are the main advantages of using OEM alternative maintenance like AMS?
Budget, flexibility and service delivery.

Budget: IT professionals are seeking low-cost alternatives to expensive OEM contracts beyond the initial warranty period. Cost savings combined with focused service delivery models should be considered. With Axiom’s many decades of experience servicing data centers and many unique customer landscapes, Axiom delivers an alternative that complements the long-term corporate strategies of its customers, creating cost savings and decreased and delayed OpEx.

Flexibility: Beginning with varied OEM hardware consolidation inside the customers’ environments, flexibility towards the contract term and service requirements may lead towards exponential return for budget savings and user satisfaction. OEM alternative maintenance also provides flexibility for the customer to create a truly unique right-fit by combining OEM, TPM and spares for a hybrid model that fits their needs.

Service delivery: Axiom’s experienced teams with years of service with the OEM, understand the meaning of a satisfied customer. Our tiered support structure is built around tight communication and hardware uptime mandates so our customers can benefit from truly seamless service.
Why choose TPM over OEM maintenance?
The popularity of TPMs over OEM maintenance services has continued to grow over the last 30 years, but now more than ever, customers are understanding the potential impact and savings. In the last few years alone, TPM has had explosive growth while many authorities including Gartner have reported on the quality, cost savings, flexibility and strategies related to TPM. The main reasons to choose TPM over OEM are:

Cost savings with AMS: OEM service warranties can be cost prohibitive and increase significantly after the second or third year the hardware was deployed. Customers can utilize a hybrid approach that blends OEM, TPM and spares to create coverage that is unique to the customer while optimizing support and dollars spent.

Flexibility with AMS: OEM warranty solutions provide predetermined service levels with very inflexible service levels compared with AMS offerings that include not only the most popular service levels but also customized service levels.

Multiple vendor support from one supplier with AMS: Data center management can be a hassle, especially as each environment can encompass a large number of brands. AMS consolidates service contracts and administration into a single cloud-based hub, Cover3IT™, so customers can easily and securely manage their AMS, OEM and TPM contracts and assets.
What is Cover3IT™?
Cover3IT™ is Axiom’s unique cloud-based hybrid contract management tool that streamlines contracts and assets management through consolidated vendor management. With Cover3IT™, individuals can manage, organize and monitor IT service contracts and assets in a centralized location for the entire organization from a desktop, smartphone or tablet. Cover3IT™ also helps users stay ahead of upcoming expiration dates with email notifications and organizes support tickets within the hub.
What is the geographic coverage supported by AMS?
Currently AMS covers Canada and the U.S.
What information is needed to get a maintenance quote from Axiom?
The following information is needed and can be submitted through the Maintenance Request Form.

• Reseller name and contact information
• End user name and on-site contact information
• Vendor/OEM
• OEM part number
• System location (city and state/province)
• Principle Period of Maintenance (SLA) (example: 24x7x4)
• Product quantity
• Term length (start and end dates)
What is the typical turnaround on maintenance quotes?
Once all the information has been received and approved, our AMS team will return all quotes within 48 business hours.
What is an SLA?
SLA stands for Service Level Agreement.
What are the most common service levels?
Service levels are stated in the following format: hours per day x days per week x contracted response time in hours. The most common are 24x7x4 and 5x8xNBD.

For example, an SLA of 24x7x4 would be a service level of 24 hours a day x 7 days a week x response time in 4 hours.

AMS service levels can and are typically customized for each request.
What does AMS cover?
To ensure all SLA's are met, AMS supplies all:

• Support management
• Technical support
• Planning
• Logistics
• Programming
• Engagement administration
• Labor
Does TPM support include software?
TPM support can include software but does depend on certain circumstances. Please contact Axiom or your dedicated Axiom representative who can review your situation and assess what your support needs require.
What happens after I place an AMS order?
A Welcome Packet will be sent to you electronically with information regarding your service contract along with contract information for support services.
How do I place a service request?
All service requests can be made through your Cover3IT portal login (also sometimes referred to as your AMS portal).

After logging into the Cover3IT portal, a ticket can be opened by selecting your asset and then selecting "Request Support" (far right button). Please give as much information as possible and the tech will contact you via email within 30 minutes.
Where is the replacement hardware stored?
We have forward stocking locations (FSL's) located near all major airports to ensure SLA's are met.
What is the policy to add/drop a product on an AMS contract?
AMS requires all change requests in writing NO later than 30-days after the start of the maintenance service contract.
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