Tech industry Original Equipment Manufacturers (OEMs) face extraordinary obstacles in the global market. Details such as strong post-sales support are not just nice to have—they are critical drivers of brand loyalty and long-term success. At the heart of effective post-sales support lies a robust track record of SLA (Service Level Agreement) fulfillment.
In fact, research shows that excellent post-sales support often outweighs both price and initial product quality in cultivating customer loyalty. “Roughly half of customers say they would switch to a competitor after just one bad experience. In the case of more than one bad experience, that number snowballs to 80%.”
Another study found that excellent after-sale support can increase customer lifetime value, outweighing the impact of both initial product quality and competitive pricing in fostering long-term brand loyalty. This is a clear benchmark of the expectations placed on suppliers to uphold all aspects of the distribution chain from production to delivery.
SLAs are the contracts between service providers and their clients that define the expected level of service. In the context of tech shipping, SLAs comprehensively cover aspects of the supply chain, such as delivery times, customs clearance speed, and the handling of sensitive electronic components.
SLAs define clear metrics and expectations, ensuring both parties understand their responsibilities and the quality of service to be delivered. Failure to meet these expectations can result in serious brand damage and encourage defection to more dependable suppliers.
The High Cost of Supply Chain Disruptions for OEMs
As an OEM, any disruption in your supply chain doesn’t just impact your bottom line—it can damage your reputation and customer relationships.
Key pain points OEMs face include:
- Unpredictable delivery times leading to production delays,
- Compliance risks in international shipping,
- Variable costs associated with returns and repairs,
- Inventory management challenges in a volatile market.
Real-World Impact: SLAs in Action
Here are some scenarios that demonstrate the critical role of Service Level Agreements (SLAs) in ensuring the timely, dependable, and secure delivery of high-value products.
Semiconductor or Microchip Delivery
- Delivery Time
An SLA would specify a maximum delivery time, ensuring that the latest processors reach markets promptly.
- Temperature and Static Control
SLAs would define specific temperature ranges and static prevention measures to protect the delicate components during transit.
- Tracking and Notification
SLAs might include provisions for real-time tracking and notification, ensuring that customers can monitor the shipment’s progress and receive timely updates.
Data Center Hardware and Infrastructure
- Shock and Vibration Limits
SLAs would establish specific limits for shock and vibration during transportation, protecting the sensitive components within the servers and storage devices.
- Secure Returns and Data Destruction
SLAs would outline procedures for handling returns and ensuring the secure destruction of any sensitive data that may be present on the equipment.
5G Infrastructure Equipment
- Customs Clearance
An SLA would guarantee expedited customs clearance procedures, minimizing delays and disruptions to the supply chain.
- Duty and Tax Optimization
SLAs would ensure that the equipment is shipped with optimized duty and tax calculations, reducing costs due to overpaying or underpaying for both the supplier and the customer.
- Packaging and Protection
SLAs would specify the required packaging materials and protection standards, protecting the equipment from damage during transit.
The TecEx Advantage: Tailored Solutions for OEMs
At TecEx, we understand the unique challenges you face. Our comprehensive approach to support SLA fulfillment includes:
Product Classification
Like other tech, AI hardware and GPUs are categorized according to HS codes. However, given the ever-evolving nature of infrastructure, these classifications are also subject to change. Importing with incorrect HS codes could easily lead to delays and stuck shipments.
Regulatory Compliance
Due to the dual-use nature of AI infrastructure, various regulatory requirements are imposed on the import of this gear. These will vary from country to country depending on the Country of Origin restrictions (like with the US-China trade war), environmental regulations (like India’s EPR regulations), and the list goes on.
Ready to build a robust SLA for your global tech deployments? TecEx has decades of experience safeguarding and assisting with every aspect of the supply chain in the global tech industry.
The Bottom Line for OEMs
By collaborating with TecEx and implementing robust SLAs, you can:
- Reduce costs associated with shipping delays and damages,
- Mitigate compliance risks in international markets,
- Improve customer satisfaction with faster, more reliable deliveries, and
- Scale your operations efficiently, adapting to market fluctuations.
Don’t let supply chain challenges hold your business back. Contact TecEx today to discover how we can tailor our services to meet your unique SLA requirements and RMA needs.
Let’s work together to turn your day-to-day shipping processes into a competitive advantage.