Server Maintenance Contracts | Multi-Year Hardware Support by ICD

ICD offers flexible multi-year server maintenance contracts that provide comprehensive hardware support for your entire data center infrastructure. Whether you operate a single server rack or a multi-site deployment spanning the MENA region, our maintenance agreements deliver predictable costs, guaranteed response times, and access to the largest enterprise parts inventory in the region with over 100,000 components across 97 brands.

Our contracts are designed to replace or complement OEM maintenance at significantly lower cost while maintaining enterprise-grade service levels. ICD maintenance customers benefit from a single point of accountability for Dell, HPE, Lenovo, Cisco, IBM, and dozens of additional hardware vendors, eliminating the complexity of managing multiple vendor support agreements.

Contract Advantages

• Flexible term lengths from 1 to 5 years with pricing that rewards longer commitments, allowing you to lock in predictable support costs that align with your hardware lifecycle planning
• Tiered SLA options from next-business-day through 4-hour on-site response, with the ability to assign different tiers to different assets based on business criticality within a single contract
• Proactive health monitoring for contracted equipment, identifying potential failures before they cause unplanned downtime through firmware analysis, predictive drive failure detection, and environmental monitoring
• Inclusive parts and labor with no per-incident charges, so hardware failures never generate surprise invoices regardless of failure frequency
• Annual infrastructure reviews that assess hardware health, recommend firmware updates, and identify capacity planning opportunities

How Contracts Are Structured

1. Discovery: ICD engineers audit your hardware inventory, documenting every asset by model, serial number, age, and configuration. We assess current maintenance gaps and identify assets approaching end-of-life.
2. Proposal: You receive a detailed proposal with per-asset pricing, SLA tier recommendations based on criticality mapping, and total contract value for your selected term. We include a direct comparison to equivalent OEM pricing.
3. Activation: Upon agreement, ICD pre-positions spare parts for your specific hardware in our Cairo warehouse. Your technical team receives 24/7 support contact information and escalation procedures.
4. Ongoing Service: Throughout the contract term, hardware incidents are handled within SLA. Quarterly reports track incident history, parts consumption, and infrastructure health metrics.