Frequently Asked Questions
Straight answers on third-party maintenance, SLAs, vendor cover and how we start. Can't see yours? Ask us directly.
What is third-party maintenance (TPM)?
Independent hardware support delivered outside the manufacturer's own contracts: one supplier maintaining multi-vendor estates, typically with more flexible terms than OEM support and the ability to keep equipment running long after the OEM stops offering cover. Myrmekes provides TPM through Cantel's engineering network.
Can you support hardware after the OEM's end-of-service-life (EOSL) date?
Yes — that's the core of post-warranty support. Equipment that runs well doesn't stop being useful because the manufacturer ends support; independent maintenance extends its life without forcing an upgrade cycle.
How do your SLAs work?
Response tiers of 2-hour onsite, 4-hour, 8-hour, and next business day, matched to how critical each system is, with engagements scoped as Project, Scheduled, or Ad Hoc. See Support Contracts for the full tier table.
Which vendors and technologies do you support?
Cisco, Microsoft, VMware, Dell, Dell EMC, HPE, NetApp, Fortinet, and dozens more — search the technology directory for the full list, or tell us what you run and we'll check our partner network.
Do you support Dell EMC storage after warranty?
Yes. Dell EMC platforms including VNX and Unity are a core specialism of the delivery network, with certified engineers — our founder co-authored Cantel's guide to choosing the right Dell EMC support partner.
What's typically excluded from a maintenance contract?
Under the standard terms our quotations follow, consumables, solid-state drives, disk retention, firmware, software, externally connected devices, tape drives, and UPS units are excluded unless stated in the quotation; RAID cache batteries can be included on larger contracts by request. Every quote states its inclusions explicitly.
How quickly can support start?
Contract creation begins on receipt of a valid purchase order. New maintenance contracts carry a 14-day ramp-up while spares are put in place and asset data is verified — during that window, faults are handled on a reasonable-endeavours basis, and the full SLA applies from then on.
Do you repair end-user devices like laptops and tablets?
Yes — EUC Device Support provides one annual-fee model across an agreed laptop, tablet, and mobile estate, with diagnosis, repair, return, or replacement governed by the contracted service tier.
Can you provide security-cleared engineers?
Yes: engineers holding DBS, NPPV, or BPSS clearance are available for regulated and secure sites.
How does independent support compare with staying on the OEM?
OEM support fits new equipment under warranty. Once systems mature, independent support typically offers one contract across all vendors, cover beyond end-of-service-life, and terms shaped to your estate rather than the manufacturer's refresh cycle. The honest answer is often a mix — we'll tell you which is which.
Where are your engineers based?
Cantel delivers UK support and professional services through 66 field engineers across six depots — Newark-upon-Trent, Leeds, Croydon, Glasgow, Belfast, and Bristol. Outside the UK, delivery is provided through Cantel-approved service partners and affiliates.
How do I get a quote?
Email info@myrmekes.co.uk or use the contact page with your device specifications, site locations, and the SLA you need — full specs and addresses are what let us price accurately and enforce the SLA.