ePlus Enhanced Maintenance Support allows you to simplify your support experience with single-call support for multi-vendor environments. We provide 24x7x365 level 1, 2, and 3 support from multiple U.S.-based Network Operations Centers (NOCs) staffed with 100+ engineers. Our services are certified and fully backed by our leading manufacturer partners. In the rare cases when bugs are identified, our team has direct access to OEM top tier engineers for resolution.
ePlus Enhanced Maintenance Support includes a powerful suite of tools. Our proprietary Executive Dashboard provides automated diagnostics for fast and efficient problem resolution. You’ll gain greater in-depth visibility into:
These insights quickly enable our engineers to gain visibility into your environment to triage an issue. In addition, it enables you to financially plan for future maintenance support renewals, required device refresh purchases, and software updates to prevent security vulnerabilities. For ticketing, ePlus uses a ServiceNow portal that can be integrated with your ServiceNow environment as well.
All ePlus EMS customers are assigned a Service Delivery Manager (SDM) dedicated to understanding your environment, providing support for expediting problem resolution if/when necessary, and delivering ticketing insights through quarterly/semi-annual business reviews. On an ad hoc basis, your SDM can run custom reports as well as discuss individual open and past tickets and provide training on the ePlus tool suite. Working closely with the local ePlus pre- and post-sales engineers, your SDM will coordinate with our support team on environment updates and changes.
EMS customers can upgrade to ePlus Managed Services at any time for a proactive, fully-managed solution with automated notifications and direct engineering support to provide remediation, including IMAC services (Moves/Adds/Changes).