Third-Party Maintenance (TPM) for Dell, HPE, Lenovo, Cisco Servers
Multi-vendor hardware support at 40-60% below OEM pricing with guaranteed SLAs.
Save 60-70% vs OEM support. Same-day response. Engineer on-site in Cairo, Alexandria, and GCC.
ICD Care+ TPM — Trusted Since 2015What is Third-Party Maintenance?
Third-Party Maintenance (TPM) is an alternative to expensive OEM post-warranty support contracts. When your Dell ProSupport, HPE Foundation Care, Lenovo Premier, or Cisco SmartNet contract expires — or your server reaches End-of-Service-Life (EOSL) — ICD Care+ takes over: parts, labor, on-site engineer, and SLA response, typically at 40-70% less cost than OEM.
ICD Care+ TPM covers every layer of the hardware stack: motherboard, CPU, RAM, RAID, PSU, HDD, SSD, NIC, HBA, fan, cable. We keep spares in Cairo and ship from Dubai same-day for GCC deployments (NTRA-compliant).
Who uses TPM? Banks, telcos, government agencies, data centers, hospitals, and SMB data rooms running Dell PowerEdge, HPE ProLiant, Lenovo ThinkSystem, Cisco UCS, IBM System x, and Supermicro servers past warranty.
Why Choose ICD Care+ Over OEM Support?
| Factor | ICD Care+ TPM | Dell ProSupport / HPE FC / Park Place / Service Express |
|---|---|---|
| Cost | 40-70% lower than OEM | Full list price (premium) |
| EOSL coverage | ✓ Continues after OEM drops support | OEM: Stops at EOSL / Park Place/SE: Similar to ICD |
| Parts + labor | ✓ Included all tiers | OEM: Varies by plan |
| Multi-vendor single contract | ✓ Dell+HPE+Cisco in one SLA | OEM: Separate contract per brand |
| Egypt-based engineer | ✓ Cairo + Mohandseen | Limited regional presence |
| SLA response | 2H / 4H / NBD (tier-based) | OEM: 4H/NBD typical |
| Arabic + English support | ✓ Local bilingual team | Usually English-only |
| Payment terms | Flexible (EGP/USD, NET 30-60) | OEM: USD upfront annual |
ICD Care+ TPM Coverage Tiers
Three tiers to match your uptime requirements and budget:
🥈 SILVER
From 10% of system value/year
Best for: Development, test, non-production servers
- ✅ All parts included
- ✅ Remote diagnostics 13×5
- ✅ NBD response (Next Business Day)
- ✅ 8-hour repair target
- ✅ Phone + email + WhatsApp support
- ✅ 1-year / 2-year / 3-year contracts
🥇 GOLD ⭐ POPULAR
From 13% of system value/year
Best for: Production workloads, ERP, mid-size DBs
- ✅ All parts + on-site engineer
- ✅ 24×7 monitoring
- ✅ 4-hour response
- ✅ 8-hour repair SLA
- ✅ Dedicated account manager
- ✅ Quarterly health check
- ✅ Firmware update service
💎 PLATINUM
From 16% of system value/year
Best for: Mission-critical (banking, telco, 24×7)
- ✅ Everything in Gold
- ✅ 2-hour response
- ✅ 4-hour repair SLA
- ✅ 24×7×365 coverage
- ✅ Spare parts pre-positioned on-site
- ✅ Senior engineer dispatch
- ✅ Priority escalation line
- ✅ Monthly health report
Multi-year discounts: 2-year contracts = 8% off. 3-year = 15% off. Lock in today’s pricing against future increases.
Supported Hardware
ICD Care+ TPM covers post-warranty and EOSL hardware from:
- Dell: PowerEdge R/T/M/MX/C series, PowerVault, EqualLogic, PowerStore, Compellent, Precision workstations
- HPE: ProLiant DL/ML/BL/XL, Apollo, Synergy, MSA, 3PAR, Nimble, StoreEasy, StoreOnce, Aruba
- Lenovo / IBM: ThinkSystem SR/ST/SN, System x, BladeCenter, Flex System, Storwize, XIV
- Cisco: UCS B/C/E/M series, Nexus, Catalyst, ASA, MDS, Firepower
- Others: Supermicro, NetApp, Pure Storage, Hitachi VSP, Oracle Sun
How ICD Care+ Works
1. Assessment (Free, 1-2 days)
We audit your current fleet: model, serial, current support contract expiry, criticality. Free on-site or remote.
2. Proposal (3-5 days)
Tier recommendation + per-system pricing. Locked for 30 days. Compare line-by-line to OEM quote.
3. Contract + Onboarding (1 week)
Signed SLA. ICD pre-provisions spares. Contacts + escalation path documented. First health check.
4. 24×7 Support Begins
Log a case via phone, email, or WhatsApp. ICD engineer dispatched within SLA. Status updates every step.
5. Renewal + Reporting
Monthly (Platinum) or quarterly (Gold) reports. 60 days before renewal: optimization review, tier adjustments.
What’s Covered — What’s NOT
✅ Covered (all tiers)
- Hardware failure diagnosis + repair
- All replacement parts (new, refurbished-grade-A, OEM-pulled)
- On-site engineer labor (Gold, Platinum)
- Remote diagnostics + firmware updates
- RMA management (parts disposition)
- Documentation + case logs
❌ NOT covered
- Software licenses (OS, hypervisor, apps)
- Data recovery (separate service, see EKODAQ)
- Facility infrastructure (UPS, cooling — unless in contract)
- Accidental damage / natural disasters
- Consumables (tape media, toner)
Who Is ICD Care+ For?
Egyptian Bank — 40 servers, 3-year Gold contract
A top-tier Egyptian retail bank had 40 Dell PowerEdge R730/R740 servers going out of ProSupport. OEM renewal quote: $145K/year. ICD Care+ Gold 3-year: $61K/year. Savings: $252K over 3 years. Zero unscheduled downtime in 18 months.
Cairo Telco — EOSL HPE ProLiant fleet
120 HPE ProLiant DL380 Gen8/Gen9 hit EOSL. HPE offered extended support at 4× list. ICD Care+ Silver kept them running for another 4 years, covering parts + NBD response. Annual TCO reduced 68%.
MENA Data Center Operator — 300 mixed servers
Multi-vendor (Dell + HPE + Supermicro) fleet across Cairo, Dubai, Riyadh. Single ICD Care+ Platinum contract replaced 3 OEM contracts. Management overhead cut 70%.
Frequently Asked Questions
What is third-party maintenance for servers?
Third-party maintenance (TPM) is hardware support for servers, storage, and networking gear provided by an independent company instead of the original manufacturer (OEM). TPM typically costs 40-70% less than OEM post-warranty contracts and often continues to support equipment after the OEM declares it end-of-service-life (EOSL).
How does ICD Care+ compare to Dell ProSupport or HPE Foundation Care?
ICD Care+ delivers equivalent or better SLA response (2-hour Platinum tier beats standard OEM 4-hour), includes parts + labor, and covers multi-vendor fleets under a single contract. Typical cost: 40-70% less than comparable OEM tier.
Can I get TPM for End-of-Service-Life (EOSL) servers?
Yes. This is where TPM adds the most value. When Dell/HPE/Lenovo declare a server EOSL and stop selling extended OEM support, ICD Care+ continues to maintain it for 3-7 additional years. We stock EOSL parts specifically for this use case.
How fast is the response time?
Silver tier: Next Business Day (NBD). Gold: 4-hour response. Platinum: 2-hour response, 4-hour repair, 24×7×365. Response = remote engineer begins diagnosis. Repair = parts + technician on-site and system operational.
Do you support Arabic-speaking environments?
Yes. Our Cairo and Mohandseen teams are fully bilingual Arabic + English. Case logging, reports, and engineer dispatch all support Arabic.
What’s covered in the “parts” portion?
All hardware-failure-induced part replacements: motherboards, CPUs, memory (RDIMM/LRDIMM/UDIMM), storage (HDD, SSD, NVMe), RAID controllers, PSUs, fans, NICs, HBAs, cables, rails, and chassis components. Parts may be new, grade-A refurbished, or OEM-pulled with 1-year ICD warranty.
What’s NOT covered?
Software (OS, hypervisor, application licenses), data recovery (separate service), facility infrastructure (UPS, cooling, power, rack), accidental/willful damage, natural disasters, and consumables (tape media, toner).
How are spare parts sourced?
ICD maintains 500,000+ SKUs in-house at our Cairo warehouse. Critical parts are pre-positioned at customer site for Platinum contracts. Dubai mailbox (Aramex CAI) covers NTRA-regulated networking parts for Egypt.
Can I transfer from my current OEM contract?
Yes. We’ll time the ICD Care+ start date to your OEM contract expiry to avoid overlap. Free assessment + migration planning included.
Are multi-year discounts available?
Yes. 2-year contracts: 8% discount off 1-year rate. 3-year contracts: 15% discount. Locks in current pricing against hardware inflation.
What’s the minimum contract size?
Silver: 1 server. Gold: 3 servers. Platinum: 5 servers (or mission-critical workload with approval).
Do you offer TPM outside Egypt?
Yes. GCC (UAE, Saudi, Kuwait, Qatar, Bahrain, Oman), Kenya, Nigeria, South Africa, and select MENA markets. Response times adjust for region; parts ship via Aramex CAI (USA inventory) or CAI (Europe inventory).
What is the difference between ICD Care+ and ICD Parts+?
ICD Care+ = TPM (full hardware support: parts + labor + engineer + SLA). ICD Parts+ = SPaaS (parts delivery only; your engineers handle installation). Care+ is typically 25-40% higher priced but provides turnkey support.
Can I mix vendors under one contract?
Yes. Single ICD Care+ contract can cover Dell + HPE + Lenovo + Cisco + Supermicro fleets. One invoice, one escalation path, one account manager.
How do I get a quote?
Send us your hardware list (brand, model, serial, current support expiry, criticality). Quote turnaround 2-4 business days. Request quote or WhatsApp +20 104 022 22 14.