FALL 2017 | CompTIAWorld 11 disaster planning. And the advent of cloud has created even more complicated warranty-based demands. When a service provider owns infrastructure that it’s selling as a service or using to host services, uptime is dependent on the hardware working, which leads to another layer of dependence on uplifted warranty. So, the more complex selling relationships become, the more critical it is not to forget this part of the sale – and to know how to explain all of its implications clearly for each product or solution sold. “When you’re selling a managed service solution to the customer, ensure that the level of support for business continuity is embedded in that contract,” Tortorici said. CompTIA Member Matters HP Works to Establish Best Practices Around Warranties One of the most overlooked elements of any tech purchase, whether it’s consumer-facing or B2B, is the warranty. But understanding who is responsible when hardware goes bad is no small part of a selling relationship. CompTIA Premier Member Michael Tortorici, North American partner support manager, Hewlett-Packard Enterprise, has been working with CompTIA’s IT Services and Support Community (ITSS) to establish best practices around warranties. Now, as the IT landscape continues to fold in subscription-based cloud services that can significantly complicate questions of responsibility, it’s more important than ever for clients to have a clear perspective on the distinction between warranty and uplifted services, and for solution providers to communicate it to them. “You should be asking your customer, ‘It’s Sunday night, 3 o’clock in the morning, your system goes down and you need it up Monday morning at 9 o’clock. What will you do?’” Tortorici said. “Warranty will not do that. If you need that box to be up that day, you need to buy uplifted services.” If a client’s server fails and is only under manufacturer warranty, the chances of there being an immediate replacement are slim, and a business can incur significant downtime and losses. Having the right uplifted warranty to fill this gap – and the right, informed discussion to build it out – is as critical a part of business continuity as other more visible data protection practices like The ITSS Community meeting at AMM 2017 went back to the ‘80s! Michael Tortorici, Hewlett-Packard Enterprise, ITSS Community Executive Council & CompTIA Channel Advisory Board