Enhanced Maintenance Support

Flexible Options Tailored to Best Meet Your Needs

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

• ePlus EMS Standard—Support for Cisco, NetApp, Pure Storage, Palo Alto Networks, Check Point, and Juniper devices along with escalation to manufacturer Tier 3 support
• ePlus EMS Premium—Multi-vendor, architectural support via a co-delivered model with Cisco as well as escalation to Cisco Tier 3 architectural specialists for complex issue resolution

What Makes ePlus Different?

ePlus delivers a unique EMS Intelligent Capabilities Framework anchored in our three core tenets: Expertise, Dynamic Service Orchestration, and AI Reporting & Analytics.

Expertise – ePlus EMS leverages highly-skilled delivery and customer success professionals with deep technical knowledge and proven support experience.  Included with the offer is an assigned Customer Success Professional dedicated to understanding your environment, escalating and expediting issues, and delivering ticketing insights through business reviews (also provides Cisco Enterprise Agreement Software Adoption, Activation, and Telemetry support with EMS Premium).

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.

AI Reporting & Analytics – Advanced toolsets and knowledge databases across heterogeneous platforms provide actionable insights to accelerate problem resolution, mitigate potential issues, and improve financial planning for future maintenance support renewals, required device refresh purchases, and software updates. This includes ePlus’s Propriety Executive Dashboard, a multi-vendor platform that delivers proactive visibility into device health and availability, inventory install base and contract support timelines, end-of-life/end-of-support alerts, and security/field notices via manufacturer best practices.

Option to Upgrade to Fully-Managed Services

EMS customers can upgrade to ePlus Managed Services at any time for a proactive, fully-managed solution with automated notifications and direct engineering support to provide remediation, including IMAC services (Moves/Adds/Changes).