Failing to carefully review SLAs can have serious consequences. In the best-case scenario, a business wastes a lot of money (which can be a nightmare when budgets are tight). In the worst case, it can mean that critical equipment is left completely unsupported—exactly when that equipment fails.
1. Truly Understand Your Network
IT managers think they know their network, but due to constant upgrades and changes, they often don’t. Over time, a network built for specific needs may no longer be “fit for purpose.” IT managers frequently lack insight into their architecture and assets, and this problem becomes more pronounced when a business is scaling up or down. This lack of a holistic grasp on the network can lead to maintenance contracts that don’t meet requirements or leave critical equipment unsupported. Original equipment manufacturers (OEMs) may encourage companies to renew maintenance contracts without confirmation that it is in their best interest.
2. Coordinate with End Users
Because IT departments face constant pressure to keep systems running without interruption, IT managers and business end users should form a collaborative partnership. Involve end users in decision-making to understand their real needs, the problems they encounter, and where potential risks lie. After IT managers understand the capabilities their IT department can deliver and the potential issues they can resolve, they can better assess their own needs. This insight can then be used to review contracts and network SLAs.
3. Rigorously Audit SLAs
Often, maintenance contracts are auto-renewed simply because that is what the previous manager did. However, from both a network and budgetary perspective, this may not be a good thing. IT managers should ensure existing contracts are the best fit for the company’s development and identify items that no longer require support yet are still being maintained. We see many companies paying for “nice-to-have” services instead of “must-have” services; businesses should immediately replace non-essential options.
4. Distinguish Your Business Needs from OEM Needs
Many manufacturers encourage businesses to buy the latest and most expensive equipment, declaring that previous product lines have reached “end-of-life,” or urge them to upgrade maintenance contracts. These classic manufacturer strategies secure their product sales, but they don’t necessarily align with an IT department’s best interests.
Therefore, businesses need to separate their own needs from the OEM’s needs. OEMs will only encourage companies to buy products; they won’t tell you where you can save money or recommend alternative maintenance methods.
For example, OEMs are reluctant to tell customers that the lifespan of data center equipment often exceeds the duration of the maintenance contracts they offer. Then, when equipment support ends, they encourage companies to upgrade rather than choosing to go without support, even if the product still functions perfectly well. This is true for many popular products, including the Cisco Catalyst 6509 (non-E version) and many edge switches (29XX/35XX/37XX and 45XX series).
If an IT manager does not know their network well, they may follow the OEM’s advice and pay for unnecessary upgrades.
5. Know Your Options
In many cases, an OEM-provided maintenance contract is the right choice for a business, for instance, when the contract is utilized frequently. However, if that is not the case, businesses can consider alternatives. Maintenance contracts that protect end-of-life products enable a business to extract maximum value from its original investment, but the OEM’s definition of “end-of-life” should not be confused with the network user’s definition of