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HOW WE DELIVER

Elevate Your Support Experience

Are you spending a lot on IT maintenance support and not getting a comparable return on your investment? It can be difficult, complex, and time consuming to manage this function, especially triaging issues in a multi-vendor environment. Most importantly, IT downtime can have a severe financial impact. ePlus Enhanced Maintenance Support (EMS) is the solution to help.

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HOW ePLUS CAN HELP

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Do you find managing IT support tickets difficult and time consuming?

ePlus EMS is a seamless and simplified alternative to standard manufacturer support—delivering improved operational efficiency, faster time to resolution, greater visibility, reduced risk, and maximized value. We provide 24x7x365 level 1, 2, and 3 support from a bench of cross-functional engineers and experts certified by our manufacturing partners and 100% based in the US.

Independently-certified company expertise including Cisco Managed Services Master Certification and SSAE 18 Type II
CRN Managed Services Provider 500 & Tech Elite 150 (2018-2026)
Escalation rate of <5% to manufacturer Tier 3 engineers

Flexible Options Tailored to Best Meet Your Needs

ePlus EMS has two convenient options, delivering an overall better customer experience with less downtime at no added cost over standard manufacturer support:

ePlus EMS Standard

Support for Cisco, HPEJuniper, NetApp, Everpure, Check Point, and Palo Alto Networks
Proprietary toolset with proactive alerts and insights
Customer Success Professional
Seamless escalation to manufacturer for Tier 3 support (when needed)

ePlus EMS Premium

Multi-vendor, architecture support in Cisco environments
Co-delivered with Cisco. Smart-Bonded ticketing system for joint visibility
Proprietary toolset with proactive alerts and insights
Seamless escalation to Cisco for Tier 3 architecture specialists for complex issue resolution (when needed)

Learn more

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WHY ePLUS

Our Unique Differentiators

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technicians

Expertise

Highly-skilled delivery and customer service professionals with deep technical knowledge and proven support experience, including dedicated Customer Success Professionals who expedite issues and deliver ticketing insight through business reviews

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digital orchestra

Dynamic Service Orchestration

Embedded instrumentation delivers real-time insight, run book automation, and predictive foresight, resulting in agile decision-making for continuous support and optimization with our manufacturer partners and third-party vendors.

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analytics

AI Reporting & Analytics

ePlus’ Propriety Executive Dashboard and knowledge databases provide actionable insights to accelerate problem resolution, mitigate issues, and improve financial planning for future maintenance renewals, device refreshes, and software updates.

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Overall Customer Satisfaction (CSAT) Score

We recently surveyed 300+ customers globally to gather their feedback on how we are performing as their technology partner. We were delighted with a 91% CSAT score and the positive responses—using it to find ways to further improve our service and elevate their customer experience.