Repairs, Support & Sustainment

All new equipment that we supply from HPE, Lenovo, Dell, Juniper, Cisco and the other major vendors will come with standard warranty. This varies by vendor and ranges from one to three years in duration. It is typically 8×5 coverage, Next Business Day onsite support.

Most of the vendors have a range of warranty support extensions and upgrades available:

1. Length of support agreement – up to 5 years

2. Hours of coverage – up to 24 x 7

3. Speed of response – to as quick as onsite within 2 hours

Touchpoint is an authorised reseller for a select set of Australia-based, specialist third party support providers. Each is an expert in their chosen field with vendor-trained engineers on staff and a full complement of spare parts for any system under coverage.

Touchpoint provides support for a wide range of IT hardware including HPE, IBM, Dell, Lenovo, Oracle/Sun, Juniper and Cisco.

Coverage options include Next Business Day, Business Hours/8×5, and 24×7. Third party support is a great option for those looking to minimise support costs whilst keeping their systems running well beyond the vendor’s ‘end-of-support-life’ date.

Touchpoint provides a unique solution for those customers where onsite support is not a viable solution. Examples include ships at sea, remote mining sites and high-security government and defence facilities.

For these customers Touchpoint provides a fully project-managed back to base repair service in which the hardware is shipped to Touchpoint’s Sydney engineering facility, it is repaired and fully tested then delivered back the customer’s preferred location.

As part of a back to base repair solution Touchpoint will source and hold in reserved stock a full set of spare parts for the covered equipment. This spares pool is replenished when used.

Touchpoint works closely with several Tier-1 contractors tasked with keeping large fleets of core IT infrastructure up and running for a fixed period of time. Often this equipment is already quite old but must remain in service for several more years to come.

Critical systems of this age present a unique challenge – keeping this equipment running as the amount of available spare parts reduces to zero. Touchpoint provides a unique service that includes time-efficient and cost-effective sourcing of the required parts as well as professional advice on the likely availability of additional parts for the remainder of the contract term.