FAQCommon Questions
Find details about our service level agreements, multi-vendor support, and channel-only operations model.
1. How much can we save against standard vendor support?
Most clients save 40–70% compared to OEM renewal pricing. Savings vary based on hardware age, brand mix, and SLA tier selected, but the reduction is significant — especially for EOL and EOSL equipment.
2. Do you cover older and legacy system hardware?
Yes. We specialize in post-warranty and end-of-support-life hardware. Our parts inventory and engineer expertise extend well beyond the dates OEMs publish as their final support dates.
3. What service level agreements are available to choose from?
We offer Next Business Day, 4-Hour Onsite, and 24×7×4 SLA options. Agreements can be mixed across devices and locations so critical assets get faster response times.
4. What details do you need to build a quote?
A hardware inventory list with make, model, and serial numbers is all we need to start. We'll return a full cost comparison and SLA proposal within 24 business hours.
5. Do you sell directly to regular end users?
No. ETS operates exclusively through the channel — resellers, MSPs, brokers, and solution providers. We do not compete with our partners for end-user relationships.
6. Can I offer your services under my own company brand?
Yes. We offer a white-label support program that lets channel partners present our maintenance services under their own brand, with ETS operating invisibly in the background.
7. Do you use scripted basic troubleshooting steps first?
Never. Our engineers skip scripted Tier 1 flows and engage directly with the technical issue. You reach a Level-3 engineer on the first call, every time.
8. Will you handle the replacement parts and the shipping?
Yes. We manage our own regional parts depots and coordinate all logistics. Parts are tested, certified, and dispatched to meet your contracted SLA response window.
9. What exact brands do you currently support?
We support Dell, HPE, IBM, Lenovo, Supermicro, NetApp, EMC, Hitachi, Cisco, Juniper, Brocade, F5, Oracle/Sun, Nutanix, and many others. Contact us if your specific hardware isn't listed.
10. Do you provide a platform to manage all my tickets?
Yes. The XTEKPROTECT portal gives you a centralized dashboard to open, track, and manage all maintenance tickets, SLA status, and parts dispatch in real time.