SEI Software Nationwide Service Delivery |
15 Minute Software
Engineer
Call Back |
Place a service call and within 15 minutes or less, you are discussing the issue with your primary engineer. Your engineer is able to diagnose the problem and assist you without delay. |
Primary Certified
Software Engineer |
A primary certified software engineer is designated for your account. Your primary engineer assists with the majority of your service calls, creating a trusted partnership with you as he builds his understanding of your business and IT environment. A secondary certified software engineer will also be familiar with your account to serve as a backup to ensure you always receive a consistent level of service. |
| Initial Site Audit |
To best service your needs, we perform an extensive site audit. It includes:
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Current software release |
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Patch levels |
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Disk configurations |
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Software applications |
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Backup strategy |
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CPU and memory configurations |
From this audit information, your engineer will notify you of any modifications to your contract as needed. A record of your system is created as a helpful reference for service calls. |
Preventative
Maintenance |
Better service. We schedule preventative maintenance for all software listed under contract at least once per year or more frequently when applicable. It includes:
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System performance |
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Error logs |
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Any scheduled updates |
Maintenance for your software can reduce the number of service calls needed, resulting in more productivity and less downtime. Your primary engineer tracks the status of your patch levels, identifies performance issues and reviews system error logs for optimal results. |
| Administrative Flexibility |
Need a customized billing statement? We will generate one. Adding or deleting items is only a request away. We make sure there are no delays in keeping your agreement current and accurate. |
| Service Status Updates |
We remove the guesswork. Your engineer keeps you informed - from start to finish - throughout the entire service call. |
| Local Account Executive |
Questions? Your local account executive will help. Get timely answers, responses and options for your current and future service needs. |
| Customer Service Meetings |
Let's review. Are you getting the service we promised? Can we help in other ways? We regularly keep in touch so we continue to improve our service for you. |
98% SEI Customer Retention Rate