Third-Party Maintenance (TPM) for Dell, HPE, Lenovo, Cisco Servers
Multi-vendor hardware support at 40-60% below OEM pricing with response levels set per contract.
Save 40-60% vs OEM support. Response levels set per contract. Engineer on-site in Cairo, Alexandria, and GCC.
ICD Care+ TPM — Trusted Since 2005What 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 40-60% 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 supply spares from Cairo and ship them by express courier to GCC deployments.
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 | 40-60% 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 | Set per contract (tier-based) | OEM: 4H/NBD typical |
| Arabic + English support | ✓ Local bilingual team | Usually English-only |
| Payment terms | USD, per contract | OEM: USD upfront annual |
ICD Care+ TPM Coverage Tiers
Three tiers to match your uptime requirements and budget:
🥈 SILVER
Quoted per fleet
Best for: Development, test, non-production servers
- ✅ All parts included
- ✅ Remote diagnostics in business hours
- ✅ Standard response level, set per contract
- ✅ Phone + email + WhatsApp support
- ✅ 1-year / 2-year / 3-year contracts
🥇 GOLD ⭐ POPULAR
Quoted per fleet
Best for: Production workloads, ERP, mid-size DBs
- ✅ All parts + on-site engineer
- ✅ Proactive monitoring
- ✅ Priority response level, set per contract
- ✅ Dedicated account manager
- ✅ Quarterly health check
- ✅ Firmware update service
💎 PLATINUM
Quoted per fleet
Best for: Mission-critical (banking, telco, always-on)
- ✅ Everything in Gold
- ✅ Highest response level, set per contract
- ✅ Coverage hours set per contract
- ✅ 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
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. 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?
- Banks and financial institutions running Dell, HPE, or Lenovo fleets past OEM warranty
- Telecom operators keeping EOSL HPE ProLiant and Cisco UCS estates in service
- Government and public-sector data centers that need local, bilingual support
- Enterprises and data center operators consolidating several OEM contracts into one
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 40-60% 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 (levels set per contract for each tier), includes parts + labor, and covers multi-vendor fleets under a single contract. Typical cost: 40-60% 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 supply EOSL parts specifically for this use case.
How fast is the response time?
Response and repair levels are set per contract for each tier (Silver, Gold, Platinum). 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 ICD warranty: 1 year on drives, power supplies and other wear parts, 3 years on CPUs, memory, networking and optics.
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 supplies 500,000+ SKUs, shipped from Cairo. Critical parts are pre-positioned at customer site for Platinum contracts. For NTRA-regulated networking parts bound for Egypt, the import route is stated per quote.
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-sourced) or CAI (Europe-sourced).
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 reply within 24 hours. Request quote or WhatsApp +20 104 022 22 14.