How does CDS offer OEM-beating storage hardware support?

A man sitting in a computer laboratory

Posted on Monday, April 3, 2017

From our base in New Jersey, CDS manages an international network of more than 5000 field engineers, providing storage hardware support to customers in more than 60 countries. Our team of engineers are able to deliver a service that rivals the major OEMs.

So how do we do it?

Extensive hardware labs

To ensure we truly understand every asset our customers own, CDS operate 3 hardware labs. In these labs our engineers can test specific systems, configuration and combinations, pushing each to the point of failure.

These destruction tests allow us to identify common points of failure, and the symptoms that can alert us in advance. When one of our customers raises an issue, we can use this knowledge to significantly reduce the initial fault-finding process – in turn shortening the time-to-repair.

And once we have identified the root cause of a hardware fault, our engineers are able to develop a suitable fix. The lab is also used by our engineers to replicate on-going interoperability faults reported by customers, allowing us to find a solution without compromising live systems and data – something only a true multi-vendor maintenance provider can offer.

The labs also play an important part in helping our engineers maintain and upgrade their skills. Although our Level 3 engineers come direct from OEM backgrounds, we pride ourselves on ensuring they are sufficiently skilled and resourced to assist with any customer requirement.

Extensive in-house knowledge base

The results of every solution developed in our hardware labs are captured in the CDS knowledge base. The knowledge base is open to our engineers, giving them access to thousands of hours’ worth of genuine research and information to apply to technical challenges faced by our clients.

With proof of real world storage hardware failures, their causes, and how to fix them, every CDS engineer has everything needed to provide a speedy resolution. Backed by a multi-million dollar global inventory of spare parts for every systems used by our customers, our time-to-repair and quality of service more than rivals the OEMs.

When partnering with CDS for post-warranty support for your storage assets, your business gets much more than lower maintenance costs. Our attention to detail and deep understanding of your storage systems ensures that you also receive the highest levels of service every time, no matter where you are based in the world.

To learn more about our multi-vendor post-warranty support options, please get in touch.