Support & Services

Support, Maintenance and Rapid Response Team

Our No. 1 objective is helping customers achieve their desired outcomes, and we design our situational awareness technologies for maximum performance and minimal maintenance. However, we staff a dedicated Customer Support team day and night to address customer questions or concerns when they arise.

Network Operations Center

Our Network Operations Center (NOC) in Columbus, Ohio, is integral to our customer support operations. All servers are monitored and backed up here to protect customer data. Highly secured and LEED- and SSAE-16 certified, the NOC includes a Tier-3 data center and 50 miles of dedicated fiber optic connectivity. This persistent Internet connection lets us monitor your SARA system, provide fast and cost-effective support, and upgrade your software when new versions are released.

SMARRT Plans

We refer to our support and service plans as SMARRT Plans, with SMARRT standing for Support, Maintenance And Rapid Response Team. These plans include:

  • Software maintenance and upgrades in accordance with our freshness model
  • 24-7-365 remote system monitoring and notification if a major system error occurs
  • Help desk and remote training from 8 a.m. to 8 p.m., Monday through Friday, excluding holidays
  • Emergency remote support 365-24-7 via live remote assistance
  • Daily programming and weekly event history backups
  • A dedicated inside business development representative as an assigned point of contact for assistance throughout the support process
  • Software enhancements including:

Annual Onsite Assessments

We recommend that a territory engineer (TE) visit each SARA site annually to ensure optimal system performance and discuss customer questions, including the addition of new situational awareness capabilities, integrations, etc. The annual onsite assessment is easy to schedule via your inside business development representative.

Customer Feedback

Your satisfaction with our software solutions is of utmost importance. And so is your experience with us as a company before, during and after each deployment. Although we conduct an annual customer survey every October, we appreciate and welcome your feedback at any time. Click here to provide your comments and suggestions or ask questions.

  • To speak with a Customer Advocate: 866-846-7272, option 1, or support@statussolutions.com
  • Technical Support: 866-846-7272, option 2, or support@statussolutions.com
  • Emergency Issues: 866-846-7272, option 9, or support@statussolutions.com
  • Certified Reseller Assistance: 866-846-7272, option 3
  • Sales and General Information: 866-846-7272, option 4