Continuous Online Service

The System Often Knows the Problem Before the Customer Does.

The Remote Service Network (RSN) is a communication link between the Stratus system and the CAC, monitoring the system around-the-clock. If a hardware abnormality or failure appears, the system will automatically deposit a call to the CAC remotely and report the problem. This provides us with the ability to do two-way file transfer, e-mail, and remote analysis of the system's problem.

Once the system or the CAC has targeted the problem, it is either fixed remotely or a replacement part is dispatched directly to the customer. In most cases, parts are scheduled for next day delivery.

The use of the RSN, in conjunction with the CAC, diagnoses and resolves most hardware and software problems, transmitting changes through the network, without the need for an on-site visit by a Customer Engineer. The RSN allows our support staff to access the customers system, giving them the same power remotely as they would have in person.

Result:  Rapid Problem Resolution, Faster Component Replacement and Lower Maintenance Costs.

The RSN electronically connects with the Site Call System (SCS), an end-user application that maintains a database of support issues or calls at the customer's site, providing two-way communication between the customer and the CAC. This database provides an individual profile on the system and site, and includes all pertinent information on the account team, maintenance, software profiles, and hardware configuration.

Customer's can also use the SCS to report software and documentation bugs, ask questions, order product release tapes, and order replacement hardware parts. (The SCS is not intended for ordering new hardware and software. Those requests must be submitted to the customer's Stratus account manager).

The SCS database contains the initial call, the CAC's response to the call, and all subsequent communications concerning the call. The CAC maintains its own call database, which contains calls from all of its customers. Once the call is opened, both the customer and the CAC have the same view of a call and all the subsequent communications related to the call.

Service Teams
Our greatest strength comes from teamwork.

Stratus customers have a team of specialists looking after their system providing around-the-clock local service coverage that is individualized, consistent, and proactive. This service team may consist of any combination of the following:

• A Customer Engineer (CE), who is responsible for the installation, service and local account management.
• A Systems Engineer (SE), who is responsible for getting the system up-and-running and for implementing its software, and providing application support.
• A Technical Account Manager (TAM), who is responsible for ensuring all post sales support and coordinating service capabilities.

Depending on the customer's solution, the customer may have either a CE or a TAM.

All Service Calls Start and End with the Customer Assistance Center (CAC).

Our worldwide Customer CACs offer expert and comprehensive 7-day, 24-hour support for rapid response to resolve any critical needs, by working closely with the field organization to coordinate all of the customer's service needs. And it's only a phone call away.

The CAC takes the first call. If the issue cannot be resolved, it will be routed to the appropriate product support specialist that can assist in resolving the problem. In the rare case that it isn't resolved in this group, the issue will be forwarded to engineering for a resolution.

To provide comprehensive support, regionally based divisions of CACs correlate with regional field organizations to create a cohesive team. The CAC Customer Service Group focuses on maintaining close ties with customers, while the CAC Product Services Group focuses on product issues and works closely with the CS and field groups to drive resolution through engineering.

The CAC remains involved, from beginning to end, until the customer's problem is resolved.

Service from the CAC is obtained in three convenient ways:

1. The system will automatically call the CAC via the Remote Service Network (RSN) when it detects a component failure.
2. The customer can call their local CAC and talk to a Support Coordinator. If he/she can't help solve the problem remotely, the call will be routed to an appropriate specialist.
3. The customer can send an e-mail via the RSN and communicate directly with the CAC.

They can use e-mail to order products, manuals, and for non-urgent technical support.

Installation

The Continuum Series 400, 600 and 1200 are Stratus-installable products. The customer pays one percent (1%) of the system list price for Stratus to install the product. Basic installation is performed Monday through Friday, 8 AM to 5 PM (local time).