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TERiX White Papers and Research Briefs

Use our white papers and research briefs to make more informed product support purchasing and infrastructure management decisions. Research briefs are quick 1-page research overviews, while white papers are multi-page documents investigating a given topic more deeply.

  • Comparing OEM and Independent Hardware Maintenance.
    This 14 page report examines the conflict of interest that arises when support is provided by the same company that builds new hardware, and traces the origins of independent hardware maintenance as a solution to the shortfalls of traditional OEM maintenance.

  • Dispelling Myths about 3rd Party Maintenance.
    OEMs want you to assume they are the only source for your support, and that independent support somehow creates risk and/or lowers coverage & reliability. The evidence, however, suggests that the reality is just the opposite. Investigate it for yourself in this eye-opening white paper.

  • Support SLA: What You Should Look For.
    Make your support comparison one that will drive to true value and valid Total Cost of Ownership (TCO) savings. Use this white paper to evaluate apples-to-apples quality and look for key benchmarking measures inside of your Service Level Agreements (SLA).

  • Third Party Software Support Satisfaction.
    A fascinating research brief from the OEMs detailing their concerns about customers consistently rating independent support more highly than their own, and the steps they suggest taking to keep up with independent support providers like TERiX. Why pay more while waiting for them just to get to 'as good as' TERiX?

  • TERiX “Always-On” Service Model.
         Staying on top of critical call opening/handling anytime of day – anywhere in the world, can be accomplished in several ways, but some have distinct service satisfaction advantages. This white paper details the main findings of a recent Cornell research study on call centers around the world.

Please complete our online white paper request form below. Your technical White Papers will be emailed to you upon confirmation of the information you have provided.

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Comparing OEM and Independent Hardware Maintenance Yes    No
Support SLA: What You Should Look For. Yes    No
Dispelling Myths on 3rd Party Maintenance. Yes    No
Third Party Software Support Satisfaction. Yes    No
TERiX “Always-On” Service Model. Yes    No