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Mission-Critical Support Services
Experience the differences.
®You probably know Stratus Technologies' fault-tolerant ftServer systems andservices for delivering uptime of nearly 99.9999% for the world's most essentialapplications. What you might not know is how effectively - and how simply - ourmission-critical Support Services let your enterprise protect this industry-leadingavailability.
Our focus on preventing downtime and data loss brings you much more than basicbreak-fix support. If you're used to average server support, get ready to experiencemeaningful differences. ®One example: It's not uncommon for Stratus Support Services to identify problemsbefore our customers do. Stellar satisfaction ratings of 96% or higher show thevalue our clients place in these services.
Like having an engineer to monitor your server 24/7
Our follow-the-sun Mission-critical Support Services for Stratus ftServer innovations based on nearly three decades ofservice model systems begin inside the design of the server itself. supporting fault-tolerant systems.Tkeeps you covered Their built-in ActiveService Architecture combinesautomatic fault detection, automatic fault isolation, With Support Services coverage, your ftServer systemaround the clock. online component replacement, automatic call-home is also connected to a global network and expertnotification and remote access capabilities. The combi- engineers who troubleshoot and resolve problems fast.nation is like having a service engineer watching over You have secure access to service on demand, noyour system 24 hours a day, seven days a week. matter where in the world your system is. Ourfollow-the-sun service model keeps you coveredIt's all about detecting and resolving problems before around the clock.they can cause system and application downtime, orresult in data loss. As a pioneer in remote access Even in locations where your organization has noservice, we have perfected these ActiveService IT personnel on site, you can look forward to moreseamless, more productive support with better results.
Seven differences that increase business capabilities and ensure uptime
96% 97% Proactive, remote support prevents downtime Fast access to experts, not call-center techs In-depth system health reporting $0.9 Full-service customer care Critical is defined by your business needs Single source of accountability Dedication to uptime is a core value CY08 Satisfaction CY08 Loyalty
Industry-leading 2008 results Overall customer satisfaction measured 96%. Loyalty - reflected by awillingness to recommend and repurchase Stratus products and services - reached 97%.When you need continuous availability, break-fix isn't enough.
Difference 1: . Calls are resolved online more than 98% of theProactive, remote support prevents downtime time. But, same-day, on-site service is availableConventional approaches to customer care, including should you need it.break-fix and field service visits, still play a large role . We can help even when your ftServer system isn'tin many server support offerings. The inherent delays powered on. Servers with Virtual Technician Moduleare unacceptable for mission-critical and business- technology let authorized service engineers rebootcritical business processes. Your enterprise can't afford the system and diagnose problems remotely.to wait until a problem already has an impact, then wait Customers control and elect when to use this featureseveral hours more for a field engineer to arrive onsite. (standard on new ftServer systems; optional onearlier models.)With Stratus ftServer systems and Support Services,problem resolution starts at the first sign of an issue.ActiveService capabilities inside every ftServer system Difference 2:Fast access to experts, not call-center techsAnother reality of server support today is the big call"Any company that aims to deliver excellent service center staffed by technology generalists. Before youshould take a lesson ... On that rare occasion when can even talk to a human, you navigate through athere is a problem, Stratus fixes it before we even know phone tree and wait in a call queue. Maybe the personyou finally reach can help you. Maybe not.about it. That frees us to focus on providing reliableand constant communication with the public." We don't go that route because mission-critical systems- 911 Emergency Support Center Official demand a support model of a higher order... [download for more]
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