Logistics Support

Our Logistics Center is responsible for ensuring that replacement parts for your StorHouse system are available at all times should a hardware component fail or require replacement during scheduled preventive maintenance.

As with all FileTek support services, logistics support is available 24 hours a day, 7 days a week. Because we understand how critical data availability is to your business, we are committed to meeting your company's needs by maintaining high availability of parts, providing same-day parts delivery, and continuously monitoring our effectiveness.

High Availability of Parts

Our Logistics Center maintains spare parts for StorHouse hardware components in 24 strategically located Service Centers nationwide. FileTek customers are assigned to a primary support Service Center based on the proximity of their site to the Center. Each Service Center stocks the replacement parts necessary to support StorHouse systems for customers located within its geographical area of operation. This personalized approach to service means higher parts availability.

In addition to Service Centers, our Logistics Center operates two national warehouses, located in San Francisco on the West Coast and in Newark on the East Coast. Both of these locations are fully equipped with FileTek repairable and expendable parts — critical subsystem and component parts, parts required for normal and proactive maintenance, and so on — in support of FileTek hardware systems located at customer sites within the region.

Finally, our Logistics Center stores maintenance kits and selected spare parts at every customer site — further proof of our commitment to high data availability.

Same-Day Parts Delivery

Spare parts are readily available from your primary support Service Center within two hours of problem determination. If a CSS specialist determines that a hardware component must be replaced, a new part is dispatched to your site and scheduled for installation during your next window of availability.

We Measure Our Effectiveness

Our Logistics Center maintains a Spare Parts Plan, which specifies how each customer's spare parts requirements are to be satisfied. We use this plan in conjunction with a standard supply performance indicator, "fill rate," to measure the effectiveness of our Logistics Center. Currently, our fill rate is 99.99%, which means that, for every 100 replacement parts ordered, we are able to fill 99.99 orders directly from inventory maintained at the primary support Service Center. We recognize that, to maintain the highest level of customer satisfaction, replacement parts must be in the right place at the right time, every time.