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National Systems Support

National Systems Support (NSS) is the nucleus of the FileTek Customer Support organization. We provide FileTek customers, service partners, and distributors with remote customer support that meets or exceeds their service level expectations. In addition, we foster customer satisfaction, create and administer service delivery programs, and manage critical support functions and processes.

Customer Satisfaction
Customer satisfaction is our primary goal. To meet this objective, we've assembled a superior support team with over 150 years of combined experience. Team members answer all customer or system-initiated support calls within 15 minutes — 24 hours a day, 7 days a week, 365 days a year. In addition, they provide customers with a solution on first event call more than 95% of the time. We're proud of this consistent and reliable service record.

Service Delivery Programs
We've created strong service delivery programs and procedures to escalate, track, assign, and monitor all service events. We base our service delivery programs on a philosophy that is proactive, predictive, and preventive:

Be proactive — By reviewing system event logs daily, we can uncover potential hardware problems before they occur and then act proactively to promote system reliability.

Be predictive — Based on in-depth knowledge of our products and critical review of past events, we can diagnose new problems before they surface to increase system availability. Then we create solutions that promote zero unscheduled downtime (ZUD).

Be preventive — By tracking and managing periodic maintenance schedules through our FileTekNOWledge™ database, we ensure that scheduled preventive maintenance occurs on time and that customer systems always receive the service levels they require.

Support Functions and Processes
NSS manages product change notices, software enhancement deliveries, and Beta program implementations. These include activities such as applying engineering change orders (ECOs) in the field; reviewing internal and vendor release upgrades; and scheduling, tracking, and managing the implementation of software deliveries. We also personalize support by assigning each NSS team member the responsibility for customer satisfaction and service delivery at a specific site.

NSS believes in a process-oriented support strategy. We use FileTek-developed automatic device recovery tools and our Call Home System Event Notification to diagnose and resolve error conditions often before customers even know there is a problem. We also use our customer call assessment procedures to isolate error conditions immediately and determine their cause (hardware, software, or application) so that we can give customer feedback and problem resolution recommendations immediately.

The Bottom Line - Achieving ZUD
NSS focuses on proactive support and effective customer communications to meet today's twenty-first century market demands for ZUD. We are proud of our rich history in achieving high availability systems for our customers. By applying lessons learned, we enhance existing methods, develop new techniques, and improve our products and support processes.

Our objective is clear — ZUD

Our goal is specific — First call, first fix

Our daily mission is explicit — Be proactive, be predictive, be preventive, be supportive — and always improve

We are responsible for more than just reacting to situations. We find solutions before they impact customers.

More Information
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