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• <br />• <br />SMS Response: When a service call extends beyond a normal expected time to repair the Call <br />Escalation Response Team plan is automatically activated. SMS support procedures are in place <br />on eve field service call to eliminate any unnecessary problems. <br />SMS has a Call Escalation Response Team (CERT) comprised of high skilled engineers, corporate <br />technical staff and corporate management. Since time is critical in maintenance support, SMS <br />procedures call for the direct involvement of higher levels of staff, managers and executives, <br />including the company President based in hourly increments until the problem is resolved. <br />Description of specific management responsibility is noted above in 2.2.3.1. <br />2.2.4. Preventive Maintenance <br />2.2.4.1 What can be accomplished at pre-determined scheduled PM's? <br />SMS Response: SMS preventative maintenance (PM) is a program in which normal wear and tear <br />is anticipated and scheduled corrective actions are taken to ensure peak efficiency and to <br />minimize deterioration. SMS conducts regular scheduled PM service calls semi-annually on each <br />of the systems covered on the maintenance agreement. <br />PM calls involve planned and controlled system inspections, cleaning, and where appropriate <br />diagnostic testing and analysis. The result of a successful PM program extends the life of the <br />equipment and minimizes unscheduled downtime that causes major problems. It ensures that <br />equipment is operating properly, and breakdowns are held to a minimum. <br />A successful and thorough PM program saves our clients time and money. As the adage goes, <br />"An ounce of prevention is worth a pound of cure." PMs will also help safeguard all the data <br />stored within the network of systems. Lastly, system performance is enhanced with a clean, dirt- <br />free and dust-free cleaning and vacuuming. <br />2.2.4.2 Is there an off-hours strategy for applying patches and updates? <br />SMS Response: Yes. SMS will provide hardware patches and updates on systems covered under <br />our maintenance agreement and schedule this work at your convenience any day or time. <br />2.2.5 Parts availability <br />2.2.5.1 How would parts availability be measured? <br />SMS Response: SMS procedures require the local Service Manager to maintain 100% inventory of <br />all systems, parts and components. This inventory record is maintained in the SMS MIS database. <br />Physical audits are conducted annually by our staff to insure the accuracy of each offices <br />inventory. <br />Clients are always welcome to arrange with their SMS sales representative a visit to our service <br />center for a tour of our facility and to see first-hand our test lab, data center and parts inventory as <br />well as to meet our local support staff. <br />2.2.5.2 How available would parts be? <br />SMS Response: SMS maintains a 100% hot-spares inventory in our Cerritos service center. SMS <br />stocks systems, parts and components locally in each of our 23 service centers across the <br />country. It is the responsibility of our Cerritos, CA service center (and each of the other service <br />centers) to work in conjunction with our corporate logistics team to insure Cerritos has a <br />minimum of 100% spares available to support our clients. <br />SMS parts inventory is based on the maintenance contracts we have with our local and national <br />customers. Our 100% local sparing policy means that we have systems, parts and components for <br />