Since 1988, SSCS have provided third-party hardware maintenance and support to enterprise IT departments and data center leadership. As an alternative to OEM support, SSCS dramatically impacts OpEx (Operating Expense) budgets for post-warranty servers, storage systems and networking hardware.
With global headquarters in Houston, Texas, USA, this 30-year old company now has regional headquarters throughout the world and a rapidly growing presence in APAC. SSCS Global (M) Sdn. Bhd is regionally headquartered in Selangor, Malaysia. Although SSCS are capable of providing hardware support to companies throughout the APAC region, we currently have fully developed service locations in Malaysia, Singapore, Philippines, Indonesia and northern Australia.
The promise to every client? Experience Exceptional Service QualitySM
While SSCS support coverage includes local support and regional support throughout APAC, it is our international/multi-national capabilities that differentiate us from other independent providers. Be sure to ask about SSCS support infrastructure for your country (SLAs may vary), or your multiple country locations.
While SSCS, a truly global support provider, is often discovered as a logical resource for cost reductions, most new clients turn into long-term partnerships – realizing the intrinsic value of the company’s flexibility, thoughtful support model and continued investments in infrastructure and personnel.
While marketplace trends in the adoption of hybrid infrastructure support models have grown, along with the increasing acceptance of third-party hardware maintenance, SSCS holds steadfast in its commitment to demonstrable Service Quality. While many third-party maintainers are competing primarily on price, SSCS deeply values the importance of your IT infrastructure and the mission critical function it provides to your business. SSCS won’t compromise service quality, merely to reach the lowest price. Instead, transparency and collaboration are paramount to building trust first, then the long-term partnership. During consultation, when requirements only necessitate “bare-bones” service, SSCS is happy to oblige with a detailed summary of service inclusions and exclusions, so that your service expectations are met.
SSCS provides enterprise IT hardware support and maintenance to a global client base. Supporting mission critical servers, storage and networking equipment, we’re known for inspired consultation and truly customized solutions. We hire carefully, seeking team members that are driven to provide expert solutions and unrelenting in their commitment to value. No other independent support provider matches our drive to precisely understand your unique standards for service quality, then enthusiastically aims to surpass them. At SSCS, words are never as valued as results.
From Your OEM?
From Other Third-Party Maintainers?
SSCS Hardware Maintenance
SSCS offers customized support options, flexible SLAs, local parts back-up, call home support, 24x7x365 English-speaking call center, incident/asset tracking portal and a 29-year history of client satisfaction.
SSCS third-party maintenance is branded as Solid Care and is offered in three levels: Solid Care Critical is 24x7x4, Solid Care Urgent is 9x5x4, and Solid Care Select is 9x5xNBD. Custom SLAs that include guaranteed restore times are available under the SSCS Intensive Care program.
SSCS provides independent maintenance on post-warranty assets, including (but not limited to): Dell, HP, IBM, Sun/Oracle, EMC, NetApp, Hitachi (HDS) and Cisco networking equipment.
SSCS Professional Services & IT Field Support
In addition to third party maintenance and support of IT enterprise hardware, SSCS offers these additional professional services: IMAC, Smart Hands, Data Center Relocations and/or IT Equipment Relocations, Equipment Decommissioning (or IT Asset Disposition), Equipment Deployments (or IT Asset Installations).
SSCS is truly unique in the IT world because our service is our actual product: it is our business to have the right skills in the right place with the right components at the right time to meet our service commitment to you.
Over the past 27 years we have delivered an unparalleled IT service experience to our clients by truly listening to their needs and going out of our way to ensure their success. In fact, our clients are often on a first name basis with their SSCS technicians because we work together with you hand-in-hand on all of your hardware maintenance needs. We are 100% committed to giving you the highest possible service levels so your data remains always secure and readily available.
You’ve probably noticed how the original equipment manufacturers will try to convince you to continually upgrade your hardware or face increasing charges for maintenance, and eventually they’ll issue an end-of-service date to force you into new equipment. That can sometimes leave your IT department in a tough situation with no easy answer.
But here’s the advantage we offer - those end-of-service dates mean absolutely nothing if you’re partnered with SSCS. We provide service well beyond the manufacturer’s end dates to allow your organization to achieve a much higher return on investment. In fact, we will never try to sell you any type of equipment until you’re ready to upgrade or you need a replacement. That’s the reason we’re the world’s leading third party maintenance provider- we always put your needs first.
We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).
Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.
Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.
Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.
Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.
*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.
Our objective is to assist our clients in making the best buying decision regarding service coverage of their IT assets. Given that SSCS has the ability to allow different SLA coverage within the same datacenter, or data closet, we wanted to provide you the means to evaluate how critical the equipment and function is to your business, and therefore you need the top tier Service Level Agreement (SLA) and where you can economize your maintenance budget by selecting a lower response SLA for less critical assets.
Analyzing the criticality of deviceIf any of the below are true, you might consider our Solid Care - Critical SLA if you need a response “now” regardless of time of day or day of week:
Regardless of where or when you may need on-site technical service, SSCS has the solution. Our business is to provide the right skillset where it is needed and on your schedule- when the task involves physically being there on-site, we are your answer.
For example, many of our clients have a centralized administration team managing their servers and storage that reside in dark datacenters, so when they experience any type of remote hardware issue, it requires taking their highly skilled staff off-site and leaving the company vulnerable. SSCS eliminates that issue by giving you a much more convenient option- let us handle it.