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For 21 years, SIOS Technology has developed failover clustering software that protects business critical applications, databases, and ERP stay operational from downtime and disasters. IT professionals invest in SIOS software because even a few minutes of downtime for these systems can have dire consequences, including: loss of end-user productivity, missed production deadlines, reduced customer satisfaction/loyalty; and increased IT cost. Creating and managing a failover cluster requires knowledge that stretches beyond SIOS software to include operating systems, networking, storage, and a variety of applications and databases.
SIOS’ Customer Experience Team is uniquely challenged to deliver immediate issue resolution in an environment where the issue may originate in IT infrastructure areas unrelated to SIOS products. This team is staffed by highly experienced (averaging 7 years of experience supporting SIOS products), well-trained professionals with a deep understanding of the entire IT infrastructure environment – both on premises and in AWS, Microsoft Azure, and GCP public clouds. The team’s unique structure includes L1 support experts, L2 customer service engineers, as well as in-house L3 and L4 engineers who collaborate in a well-organized, highly efficient system designed to deliver fast issue resolution and complete customer satisfaction. This is what sets SIOS Customer Service apart. They maintain industry-leading customer satisfaction and provide fast, expert resolution of customer issues 24 hours/day, 365 days/year worldwide.
Highly Trained and Experienced Customer Experience Team:
The SIOS team conducts weekly reviews of all cases to identify opportunities for continuous improvement. The vice president of customer experience meets with global and MSP partners monthly to work collaboratively on plans to ensure the long-term satisfaction of their customers. He also meets weekly with SIOS sales directors to understand emerging customer needs.
Sustained High Customer Satisfaction
SIOS’ conducts customer satisfaction surveys both annually and after every support ticket is opened. They have maintained above-average customer satisfaction ratings for more than 20 years including 2021 where they maintained a 97.6 % - customer satisfaction rating. Their issue resolution times are well below HA/DR industry average at 1.42 hours for L1 and 6.13 hours for L3/4.
Extraordinary Customer Service
Round-the-clock service. When a global financial services firm made significant changes to their infrastructure, they had a variety of questions and highly specialized requirements-many of which were caused by other partner/vendor products. A SIOS L3 engineer who knew their environment, took calls from them round-the-clock, on weekends and holidays for three weeks to answer questions, resolve client issues and ensure their complete satisfaction.
Customer Driven Innovation
The SIOS Customer Experience team plays a critical role in SIOS’ customer-driven product innovation. If a customer requests a product customization or new feature, the Customer Experience team documents the request and communicates it to the R&D engineers for evaluation for inclusion in the product. If accepted, the Customer Experience team may a create fast-track product updates for immediate use until the feature is integrated into the product in future releases. The result: highly responsive, customer-centric product development.
For example, when a public cloud outage caused downtime for critical systems at a global manufacturing company, the company requested that SIOS add a new cloud monitoring feature. SIOS provided a fast tracked product customization for the customer and worked with R&D to make it a standard product feature.
