Equipment Service Contracts in An Open Environment Europe, 1993

102 Pages·1994·6.6 MB·English

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Equipment
Service Contracts
An Open
Environment
in
Europe, 1993
INPUT*
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M&S459/01 2/94
EQUIPMENT SERVICE CONTRACTS IN AN OPEN ENVIRONMENT, 1993 INPUT
Researched by
INPUT
17 Hill Street
W1X7FB
London
United Kingdom
Published by
INPUT
1881 Landings Drive
Mountain View, CA 94043-0848
Equipment Service Contracts in an Open Environment
Europe, 1993
Customer Services Programme-Europe
Copyright© 1994 by INPUT. All rights reserved. Printed in the
United States of America. No part of this publication may be
reproduced or distributed in any form, or by any means, or
stored in a database or retrieval system, without the prior
written permission of the publisher.
Theinformation provided inthis reportshall beusedonly bythe
employees of and within the current corporate structure of
INPUTS clients, and will not be disclosed to any other
organisation or person including parent, subsidiary, or affili-
ated organisation without prior written consent of INPUT.
INPUTexercisesitsbesteffortsinpreparationoftheinformation
provided in this report and believes the information contained
herein to be accurate. However, INPUT shall have no liability
for any loss or expense that may result from incompleteness
or inaccuracy of the information provided.
CLQ« 519 *1993
EQUIPMENT SERVICE CONTRACTS IN AN OPEN ENVIRONMENT, 1993 INPUT
Abstract
Rapid advances in technology have driven open systems development
environment and been accompanied by strong vendor emphasis on
.
delivering quality products supported by quality service. Open
systems users consequently believe they are getting value for money
from their equipment services contracts.
However, users are becoming increasingly reluctant to pay for service
contracts on equipment that is perceived to be virtually fault-free.
This presents an important challenge to the customer services
organisation which needs to ensure that it can continue to supply
quality open services that are competitive in the market and profitable
to deliver.
This report reviews the current situation regarding equipment services
contracts, primarily in the open systems market, within Europe. The
report is based on a survey of European users and vendors conducted
during the last quarter of 1993.
The user survey researched issues, attitudes and satisfaction con-
cerned with equipment services in midrange and substantial
networked-based PC installations, the sector ofthe market most
dominated by the open systems phenomenon. Research was con-
ducted in Germany, France and the United Kingdom.
Vendor research examined current practice in the delivery ofequip-
ment support services. The primary focus was placed on warranty
terms, uptime guarantees and teleservices.
©1994by INPUT. ReproductionProhibited.
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Equipment Service Contracts in An Open Environment—Europe, 1993
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18111
EQUIPMENT SERVICE CONTRACTS IN AN OPEN ENVIRONMENT, 1993 INPUT
Table of Contents
Introduction I-l
A. Purpose I-l
B. Scope I-l
C. Methodology 1-4
.
D. Report Structure 1-5
E. Related INPUT Reports 1-6
Executive Overview
II-
A. Supporting Product Quality/Delivering Service Value II-
B. Using Warranty as a Competitive Weapon II-2
C. Adopting the Systems Availability Model II-4
D. Marketing ServicesFlexibilityandComprehensiveness II-6
1. Open Services Users Get Value for Money II-6
2. Service Feature Ratings II-
3. Contract Features II-9
User Analysis III-l
A. Changing Priorities for Customer Services III-l
B. User Maintenance Arrangements III-2
C. Value-for-Money Issues III-5
D. Overall Satisfaction with Equipment Maintenance Services III-8
E. Important Features ofEquipment Maintenance Contracts III-10
Warranty Offerings IV-
A. Warranty Issues IV-
B. Warranty Offerings Compared IV-2
C. Vendor Warranty Offerings IV-5
Compaq IV-5
1.
2. Digital IV-7
3. Hewlett-Packard IV-7
IBM IV-9
4.
5. Motorola IV-10
CLQ
©Copyright 1994by INPUT. Reproduction Prohibited. 1
2
11
EQUIPMENT SERVICE CONTRACTS IN AN OPEN ENVIRONMENT, 1993 INPUT
Table of Contents
IV
6. SNI IV-11
SUN
7. Microsystems IV-11
8. Toshiba IV-12
V
Uptime Guarantees V-1
A. The Systems Availability Maintenance Model V-1
B. Contract Parameters V-2
C. Measurement Methods V-3
D. Penalty Calculations V-4
E. Premiums and Special Conditions V-5
VI Remote Service Delivery VI-
A. Characteristics ofTeleservice VI-
IBM
B. VI-2
C. Digital VI-3
D. Hewlett-Packard VI-3
Appendixes
A. Problems Management Valued More than Maintenance Services A-1
B. Remote Service Support B-1
A. Customer Services Support Centre Trends B-1
B. The Hewlett-Packard Response Centre B-6
A
C. Digital European Customer Support Centre B-1
C. User Questionnaire C-1
D. User Survey Data Tabulations D-1
11 ©Copyright1994by INPUT. Reproduction Prohibited. CLQ