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