Field Operations
Our Field Operations (FOPs) organization supports CSS's mission of zero unscheduled downtime by striving to provide superior StorHouse system and equipment support for our customers 100% of the time. Our success is predicated on our ability to predict potential problems and proactively address and correct system errors both remotely and at the customer's site.
Automated systems - Built-in system recovery features and automated system alerts assist Field Operations specialists in monitoring the integrity and availability of our customers' StorHouse systems 24 hours a day, 7 days a week, 365 days a year. Software support tools and customer log data provide advance warning of the existence of potential system problems. In addition, automated escalation tools facilitate quick routing of support issues to both technical and management personnel within FileTek Customer Support for prompt resolution.
Proactive and predictive support - Our Field Operations specialists use StorHouse system log indicators as well as operational data to detect and correct potential equipment failures. In addition, StorHouse automated error analysis features and sophisticated remote diagnostic tools enable our specialists to plan and implement corrective support actions that prevent catastrophic equipment, system, and software malfunctions that could impact customers' data operations. By analyzing StorHouse system alerts and reviewing past system performance, specialists gain a direct understanding of potential availability and reliability issues. Specialists then take proactive measures to address these issues and avert potential problems.
Experienced, highly trained, and dedicated technical personnel - Experience together with professional dedication to providing quality support is a hallmark of the FOPs organization. Our field service specialists average over 16 years' experience in providing hands-on support for sophisticated software solutions like StorHouse. In addition, FileTek maintains support partnerships with companies such as StorageTek and SUN Microsystems to help fulfill its support mission. These third party support vendors provide an additional source of skilled technicians who are specially trained to respond to StorHouse support issues. This network of FileTek field service specialists and professional multi-vendor support partners provides the support edge for FileTek Customer Support, enabling us to deliver superior customer service worldwide.
Our full suite of support services includes:
- Site planning and installation management and coordination
- 24 x 7 x 365 maintenance and support coverage
- Remote monitoring, support, and recovery capabilities
- Continuous proactive and predictive review of FileTek StorHouse systems
- Predictive maintenance support for hardware components
- Multi-vendor support partnership agreements
- Coordination and management of all StorHouse support activities in complex multi-vendor environments
- Support-driven development programs
- Intra-company support commitment
- Contingency support planning
You can count on our dedicated and talented support staff to service all your StorHouse support needs.