Information Technology

Gartner Glossary

Hardware Maintenance And Support Services

These are preventive and remedial services that physically repair or optimize hardware, including basic installation, contract maintenance and per-incident repair — both on-site and at a centralized repair depot. Hardware support also includes telephone technical troubleshooting and assistance for setup and all fee-based hardware warranty upgrades. Exclusive of parts bundled into maintenance contracts, sales of all parts used to repair high-tech equipment in carry-in, mail-in or per-incident on-site delivery models, or purchased by the internal staff to perform the repair, are included.

The segments covered in the hardware maintenance and support services are defined in the following sections. This segmentation maps to Gartner’s high-level segmentation for computing and telecom hardware products.

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