ERA Service Support


With ERA as your trusted partner, our Support team is dedicated to helping you work through whatever issues come your way, from reducing system downtimes and helping to speed recovery, to making the most of your assets.

Our contract support plans enable you to protect your investment, your delivery and productivity, no matter what, so you can complete critical projects on time. ERA can help to keep your systems running smoothly through times of system expansion, system health checks or by system monitoring and fast issue resolution. ERA support can help avert downtime and minimise risk with the use of industry best practice and proven, workable solutions.

With our media specialisation we are able to offer support 24x7x365 and with SLA’s to support some of the most stringent broadcast requirements such as at Red Bee Media where iPlayer infrastructure is supported full time.

ERA can offer support and maintenance contracts on systems even where we did not provide the original solution and infrastructure and this is a major benefit to our customers. Our engineers are trained and qualified in all the solutions we supply and have senior qualifications with Cisco, EMC, Adobe, Pixit, MXFserver, Mellanox and many more.


ERA Services Support
"At Red Bee Media ERA provide full time support for their iPlayer infrastructure 24/7/365. This type of contract is mission critical where monitoring and regular health checks are a high priority."
Red Bee Media
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"We always receive first class service from the team at ERA and they are always willing to go the extra mile to provide timely response and resolution to all our critical support incidents."
Deluxe 142

ERA Customer Support

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ERA Customisable Service Levels

Adjust service levels or add and delete equipment from your IT Maintenance Services contract at any time.

24 x 7 x 4

  • 24 HOURS A DAY, 7 DAYS A WEEK
  • INITIAL PHONE-BASED DIAGNOSIS
  • FIELD ENGINEER ON-SITE (IF REQUIRED) WITHIN 4 HOURS AFTER CUSTOMER CONTACT
GET PRICING FOR THIS PLAN

9 x 5 x 4

  • 9:00 am to 5:00pm, MONDAY THROUGH FRIDAY
  • INITIAL PHONE-BASED DIAGNOSIS
  • FIELD ENGINEER ON-SITE (IF REQUIRED) WITHIN 4 HOURS AFTER CUSTOMER CONTACT
GET PRICING FOR THIS PLAN

Next Day

  • 9:00 am to 5:00pm, MONDAY THROUGH FRIDAY
  • INITIAL PHONE-BASED DIAGNOSIS
  • FIELD ENGINEER ON-SITE (IF REQUIRED) WITHIN 8 HOURS AFTER CUSTOMER CONTACT
GET PRICING FOR THIS PLAN

What are the analysts saying about Third Party Support?

IDC
“Enterprise customers have made it very clear they will utilise third-party maintainers and not just for cost savings. The easy-to-do-business aspect they have eluded to in the survey is surely a compelling differentiator.”

(IDC: Third-Party Maintainers and the Enterprise Datacenter: Still Gaining Ground [Doc # 258887].)

Rob Brothers, VP, Software and Hardware Support Services at IDC
Accenture
“Don’t Ignore the Trend Toward Third-Party Maintenance Options for Hardware Support: As our clients look at various ways to optimise their IT cost structure, increasingly, third-party maintenance options for hardware support seems like a no-brainer.”Accenture: 'Spend Trends Report 2014'.
It has become apparent that rethinking maintenance options is the way to go and the analysts agree that Third Party Maintenance is a smart mainstream decision.

Support Services

Save up to 60% on your post warranty support

End of Life IT Maintenance

ERA offers a flexible and cost-effective alternative to post-warranty OEM  hardware support agreements. ERA helps you to extend the useful life of your data centre hardware for as long as you need it by providing unparalleled service and support for your organisation's storage, server, and networking hardware equipment needs.


Additional Hardware Support

Maintain legacy hardware for as long as you need it

Supporting your Hardware Equipment

Post-warranty or End-of-Service-Life (EOSL) doesn't have to mean the end of support of your hardware equipment. ERA provides the same service and support for all EOSL equipment, legacy systems, or virtual tape libraries. We ensure that you receive direct access to our dedicated field service and Level 3 Engineering Teams so that your equipment's life cycle is extended for as long as your need it for your organisation.


FTC acts against unfair manufacturer warranties

The Federal Trade Commission (FTC) in the U.S. has told manufacturers that their approach to monopolising repair and support by putting warranty void stickers on products and in their disclaimers is illegal under the Magnuson-Moss Warranty Act, a law passed back in 1975.

The FTC scoured the websites of an unknown number of companies for their warranties and reported that its staff "saw language that raised concerns that some businesses were telling consumers that their warranty would be void if they used unauthorised parts or service." The FTC also warns that such statements could be seen as "deceptive" under its own FTC Act.

Unless a company provides the part or service for free or specifically applies to the FTC for an exemption, then it is not allowed to tie a warranty to its parts, no matter how much it wants to. The price between Third Party Maintenance and Manufacturer-Authorised Maintenance can be 40 to 80%. Third Party Maintenance is capitalism at work, which is why it is protected under the law. Something that the FTC has felt the need to remind large manufacturers and it has given each company 30 days to "correct any potential violations," or it will take legal action against them.


ERA support and service a wide range of brands.


Talk to ERA today and see how together we can benefit your business.