IBM Hardware Support & Maintenance
As Australia & New Zealand’s leading hardware maintenance and support provider for IBM products , Interactive delivers closer 2-hour onsite support for less.
Australia’s leading independent support provider for IBM products
Now more than ever, your staff and customers are widely distributed and demanding more of your network infrastructure. When routine network maintenance can take up to 55% of a modern IT worker’s day – even with vendor support – delivering improvements can be challenging. What could your organisation gain by consolidating its infrastructure and maintenance with Interactive?
100% IBM Parts availability
With warehouses throughout Australia & New Zealand, we stock local parts for every IBM device under our IBM hardware and support services, so they are never more than a few hours away.
Australian service desk
Our locally-based IBM support helpdesk is here to support you and your service requests 24/7, with industry leading response times. We answer calls within 6 seconds and will have you on the phone to your dedicated field engineer within 10 minutes.
Single point-of-contact
Reduce complexity, avoid confusion and consolidate to a single point-of-contact with Interactive. We can support all your IBM devices, regardless of age or configuration.
Your technology ecosystem, fit for purpose
IBM hardware and software support services
Harnessing our technical and commercial capabilities, we’ll identify the ideal level of IBM hardware and software support for each device across your entire IT environment. Without compromising the level of coverage, we’ll identify opportunities for cost efficiencies.
Tailored IBM optimisation solutions
A vendor consolidation plan will map the major components of your infrastructure with the goal of improved performance, reliability, and cost optimisation. Our optimisation solutions are tailored to your industry, manufacturer contracts and branch locations, to offer even closer support for less.
Seamless system integration
The transition is completely seamless with little to no heavy lifting required from your side. We populate the database with every piece of equipment to be under maintenance and include call management free of charge to ensure the ultimate customer experience.
IBM maintenance options
Our team has guaranteed local IBM parts at the ready, deep technical expertise, and proactive systems monitoring to enable an unparalleled level of service and support, and hardware maintenance options for your IBM products and business IT infrastructure.
Local 24/7 customer support
Responsiveness is critical. Our Australian service centre and 160+ field engineers deliver an unrivalled 96% first-fix rate, 99% SLA attainment and an industry-leading +85 Net Promoter Score.
Local experience, at scale
2,500+
customers
46,000+
locations
300,000+
devices
30+
years in business
Superior service & value
Transitioning to Interactive was easy. We were kept informed every step of the way and they were able to look after our remote stores in faster response times than we had experienced previously.
Working with Interactive has been very straightforward. There are no issues with the system and the support from the relationship team is excellent. I don’t have to worry about our data anymore, which means my focus can be better spent elsewhere.
It’s reassuring to know if there’s a problem, we have just one number to call and are guaranteed an engineer will respond within ten minutes. What’s more, we are provided with a dedicated engineer who knows our site and is familiar with our set-up and business environment.
Our NPS score leads the industry
We’re your IBM experts
Interactive has more manufacturer trained and certified field engineers per maintained device – enabling immediate access to your own dedicated Interactive engineer. This familiarity with your team and critical IT infrastructure delivers effective responses in all situations and contributes to our unsurpassed first-call resolution rate of 96%.
Don’t let end-of-service life dictate your IBM needs
Just because IBM has earmarked a device for end-of-life (EOL) or end-of-service-life (EOSL), doesn’t mean your business has to replace it. If it’s fit for use and purpose, Interactive can maintain 2-hour onsite support with no end of support date. Our Interactive Direct support service is designed to ensure EOL/EOSL devices continue to perform for your business as long as you need them to.
Easy device & contract management
Our customer portal provides you with an easy access point to manage your devices. We load every device into a database and manage the support process from day one. You get the perfect support environment for you and peace of mind that your infrastructure is under control. Moves, adds, changes and decommissions all have a 30-day notice and can be managed directly in the portal.
