SEI OS Service Delivery
Proactive and experienced, we respond to customer needs 24/7.
No phone tree or Level One. Place a service call and within 15 minutes, you talk to your primary engineer. No phone trees, no endless prompts. Discuss your issue directly with your engineer. Problem diagnosis and assistance begins without delay.
Primary certified software engineer. A primary certified software engineer is designated for your account. Assisting with the majority of your service calls, this engineer builds on the foundational understanding of your business and IT environment. A secondary certified OS engineer will also be familiar with your account to serve as backup to ensure you always receive a consistently high level of service.
Detailed system record. To best service your needs, we perform an extensive site audit. It includes: current software releases · patch levels · disk configurations · software applications · software applications · backup strategy · CPU and memory configurations.
With this information, your engineer has an accurate and helpful reference for service calls.
Proactive Service. We schedule preventative health checks for all software listed under contract at least once per year or more frequently when applicable. Included is: system performance · error logs · any scheduled updates. Maintenance for your operating system can reduce the number of service calls, resulting in more productivity and less downtime. Your engineer tracks the status of your patch levels, identifies performance issues and reviews system error logs for optimal results.
Remove the guesswork. Your engineer keeps you informed – from start to finish – throughout the entire service call. You and your end users know what to expect. Plus a follow-up call to discover if anything new develops and needs attention.
Making it easier. Need a customized billing statement? We generate one. Add or delete coverage with no penalty. There are no delays in keeping your agreement accurate and up-to-date.
I’m here to help. Questions? Your local account executive is available for additional support. Get timely answers, responses and options for your current and future service needs.
How are we doing? Are you getting the service promised? Can we help in other ways? We regularly keep in touch so we continue to improve on our partnership.