Hardware Break-Fix Support
Once systems are in production, organisations need a clear path for hardware support, replacement parts, and engineering response.
Aligned to you
Vespertec provides post-sales break-fix support for the infrastructure we deploy, with service level agreements aligned to the requirements of your environment.
Support is typically provided through multi-year contracts, covering the deployed infrastructure throughout its operational lifecycle. Each agreement defines the service level, response times, and geographic coverage required for the deployment.
Supporting a range of infrastructure models
AI and HPC environments often include a mix of platforms, including both traditional OEM systems and specialist server platforms from ODM manufacturers such as Gigabyte.
Not all of these systems are supported in the same way. Some vendors provide integrated support contracts, while others do not offer enterprise break-fix services as part of the platform.
We provide a consistent support layer across these environments, ensuring all infrastructure, regardless of vendor, can be operated with defined response times and reliable hardware replacement services.
Service Level Agreements
Support contracts can be configured around operational requirements.
24/7 telephone support
4-hour engineering response
Next business day on-site support
Parts-only replacement services
Designed for scale
In larger environments, manufacturer support models are not always the most practical approach.
Applying individual support contracts to each system can become complex and costly at scale. In these scenarios, more tailored support agreements can be structured around the deployment as a whole, providing the required coverage while simplifying management.
This approach ensures support aligns with how infrastructure is actually deployed and operated.
Flexible support models
Hardware break-fix services can be delivered through either manufacturer-led support contracts or through Vespertec’s support partners, depending on what best fits the deployment.
For traditional OEM platforms, vendor support contracts may be appropriate. For other environments, including specialist or mixed-vendor deployments, support is typically delivered through our primary partner, StoreTrack, which provides an established engineering and logistics network.
This allows us to align the support model to the infrastructure, rather than forcing the infrastructure into a single support approach.
Global engineering and logistics coverage
We support infrastructure projects across the globe, coordinating engineering, deployment and logistics across multiple locations.
Extending hardware lifecycle
As infrastructure moves beyond its initial support term, vendor-led contracts can become increasingly expensive.
Third-party support provides an alternative approach, allowing organisations to extend the operational life of their systems while maintaining defined service levels and access to replacement parts.
This can be particularly valuable in environments where systems remain technically capable but are no longer cost-effective to support through the original vendor.
Integrated with infrastructure delivery
Hardware support is typically arranged at the time systems are deployed.
This ensures infrastructure enters production with a defined support path, clear response times, and global coverage where required.
If you are deploying new AI or HPC infrastructure, we can define a support model aligned to the operational requirements of your environment.
Ready to secure your infrastructure?
Contact us to discuss a tailored break-fix support agreement that aligns with your operational requirements.