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• <br />2.2.6.6 How would the service staff be trained and certified on existing equipment <br />and any new equipment? <br />SMS Response: SMS service personnel are provided several methods of ongoing training <br />including web-based knowledge transfer, hardware training and testing in SMS labs, and <br />traditional train-the-trainer classes by the equipment manufacturers and their representatives. <br />2.2.6.7 How long will it take for the service staff to reach full competence on new <br />equipment? <br />SMS Response: Training our staff on new systems can be done rapidly; usually within a 30 day <br />period. Beyond training, SMS typically will not elect to cover certain products until the entire SMS <br />"support process" is in place to support that additional system. <br />SMS is proud of its reputation for outstanding customer support. This is the foundation upon <br />which the company has stood and from which it has grown over the past 25 years. Decisions to <br />support new products is reviewed thoroughly insuring the Field Engineer is knowledgeable to <br />diagnose and repair the system but also so that the entire support organization up through the VP <br />of Engineering is in place in case an escalation is required. <br />Training, equipment acquisitions, inventory logistics, etc., all play an important part in our <br />decision on which products to cover. SMS is not afraid to say no to a request to cover certain <br />products if we are not thoroughly prepared to support this 100%. <br />2.2.6.8 What type of oversight and quality control is provided to field staff and <br />help desk staff? <br />SMS Response: As a corporate entity, SMS has several levels of management including, the <br />executive "C-level", VP and Regional Directors and local Managers. Each level is responsible for it <br />team and is accountable in an escalation. <br />SMS management holds regular review meetings with its staff at all levels and for all departments. <br />Field Engineers are held accountable for such things as first-fix-call-rate, accuracy in diagnosis, <br />responsiveness, inventory control, proper and timely escalations, etc. <br />The SMS executive management team is willing to be very flexible in support of our clients' <br />special needs and holds all departments accountable to keep our clients satisfied by meeting and <br />exceeding their service level requirements. <br />2.2.7 Service Level Agreement <br />2.2.7.1 Is there a system of severity levels used to triage support requests? <br />SMS Response: Yes. SMS follows a similar format of triage as we do for call escalation. The same <br />procedures described in 2.2.3.1 and 2.2.3.2 for problem escalations are implemented for the triage <br />of service support and repair calls. Typically the local Service Manager will provide the initial <br />triage review before handing off to a Field Engineer. <br />The triage and escalation procedures then activate automatically on every call. Based on the level <br />of severity of the problem, staff level Field Engineers and local technical support routinely <br />communicate all repair activity, including problem diagnosis and estimated time of repair, to the <br />Service Manager. This communication is then used by the Service Manager to gauge what other <br />SMS resources may be needed for a timely close-out of the repair call. Constant communication <br />between the Field Engineers and their local Service Managers is one of the critical components to <br />our consistently timely on~ite response and repair. <br />As discussed above in 2.2.3.1 and 2.2.3.2, the on-site Field Engineer is responsible for timely <br />communication with the local Service Manager. The Field Engineers are also responsible for <br />