Inlet’s resources and capabilities are critical
considerations for strategic partners’ evaluation processes.
We are proud of what we offer:
· 7 x 24 x 365 support service availability
· Staff training programs
· Strong vendor relationships
· Extensive product library
· A Support Lab to allow testing and problem replication
· Internal Customer Support policies and procedures (including fulfillment of client specific requirements)
· Strong internal commitment to employee development and training
· Continuous commitment to quality improvement, flexibility with strategic partners and technology leadership
Presently, Inlet provides Network support for over
200 Companies. The workload is
comprised of support services in four areas:
·
NOS Support Group (level 3 support),
·
Corporate Help Desk Group (outsourced level 1 support),
·
Product Purchasing Support (product recommendations and procurement services)
·
Strategic Consulting Services (on-site and remote consulting services related to
network architecture, design, planning and implementation).
Over its 6-year history, Inlet has provided the highest quality Network Operating System support on the Banyan VINES product set in the industry. In 1996, Inlet developed and implemented Telephone Support Services for the Microsoft Windows NT operating system as well as Novell Netware support. In 1999, Inlet added Caldera OPENLINUX support to our service offerings, as well as expanding to provide the Level 1 Helpdesk services.
Customer satisfaction is the key to our success, and our customers continually measure us based on technical competence, time to problem resolution, and the support technicians courteousness.
Although we currently do not have a formal program in place to measure our Quality of Service, plans are in process to implement such a program. In the interim, our clients are our best measure. References are included in this package-feel free to contact any of them for their opinions about Inlet's Quality and Level of Service!
Inlet is also willing to accommodate and adapt to a
Client’s standard methodology of quality and customer satisfaction
measurement at the Client’s request.
Inlet prides itself on employing the best-skilled support professionals in the industry. Because of its focused, network-centric support services portfolio, Inlet offers our Analysts and Consultants a challenging and diverse set of career path options. Many of our Consultants have over fifteen years experience in Network technical support services!
Inlet has development programs for all employees.
The following criteria and programs relate specifically to technical
support team:
·
Employee
Profile
The typical employee profile includes individuals with a Technical School or College Degree focused on Computer Technology, with prior Customer support-related work experience. The goal of this profile is to ensure each employee has the personality and ability to effectively deliver support services.
·
Hiring Requirements and Processes
Prospective employees are recruited via advertising,
professional recruiters, programs with local technical schools, colleges and
universities as well as employee referrals.
The recruiting process includes an informal test of general technical
knowledge prior to interviews by Inlet management. A minimum of two previous employment references are required
of each candidate.
·
Employee
Training
The focus of the training is to ensure consistency
and to enable certification in the employees primary product set.
Inlet then tailors employee training to specifically accommodate the
skill set requirements to support its clients.
Additional training is offered to develop special skills that may be
required in areas such as data communications, hardware devices and
networking. Employees are also
trained on ‘Soft Skills’ such as Customer Relations and telephone skills
to ensure they have more than just ‘Technical’ skills.
Beyond their first year of employment, Inlet support
agents complete a minimum of ten days of training each year.
Training is offered using a variety of resources that are described
below.
·
Vendor
Training and Certification
Inlet takes full advantage of its relationships with all major software publishers and hardware manufacturers. These include vendor training and certification programs.
·
Beta
Testing and Product Evaluation
Due to our special relationship with our primary
software publishers, Inlet often performs beta testing and product evaluation
services. Typically, 5 - 10 tests
and evaluations are being conducted at any given time. Product evaluation responsibilities are assigned to various
support analysts as a way of developing new skills and maintaining a knowledge
of new products and technologies.
·
Self
Study/Multimedia
Inlet makes available our partners software products
to its support employees for the purposes of self-study training and
education. Making technology
available and encouraging personal development and growth are important parts
of our strong support-oriented culture. In
addition, Inlet maintains a multimedia library of many courseware titles.
Inlet has developed policies and procedures for our support business. Each Inlet employee is instructed in accordance with these policies and procedures on an on-going basis.
Inlet has made a significant dollar investment in computer and telecommunication systems for its support business. The company uses state-of-the-art computer and support knowledge-base systems developed by our strategic support partners as well as those created internally. Inlet’s Network Guide and Resource Directory (INGRiD) has become the premiere Banyan VINES reference for Network Administrators.
·
Telecommunications Systems
Inlet
utilizes an internal PBX, a T-1 connection to the Internet and a PRI link for
multiple dial-in connections. These
systems allow our analysts and Customers to have multiple modes of
communication including Voice, E-Mail, Bulletin Board, Electronic Chat, and
File Transfer capabilities.
·
Support
Desktop PCs
Each Inlet support agent has a desktop equipped with
a state-of-the-art PC connected to a variety of network servers.
Each computer system normally incorporates 128 MB of RAM and a minimum
8 GB of Disk space. Every
supported software package is readily available locally or on a common server.
Inlet ensures that PC workstations use an Intel Pentium III (or better)
processor.
·
Testing
and Diagnostics
Inlet employs a testing laboratory facility that is
used to learn and test vendors products within its call center.
This computer and network operating systems/operating environment
employs a number of PC’s (and even a few Macintosh machines), servers and
local area network.
·
Call Tracking
Customer
call tracking is accomplished utilizing our call tracking and
problem management system. Customers
have access to our Knowledge-bases and Patch/Driver libraries through the
Internet by using our FTP server and World Wide Web site.
Additionally, Inlet is willing to adopt proprietary problem management
systems if required by our customers.
Capabilities of the current call tracking system are:
·
maintain
and manage many different customer support contracts
·
manage
billing processes which may be contract specific
·
track
"Open" issues
·
manage
the call escalation process
·
manage
the dispatching of calls to customers or third party vendors
·
produce
reports
·
maintain
technical knowledge base
Access to Inlet’s telephone systems, computer systems (including all PC network servers), wiring closets, and data is strictly monitored. All aforementioned systems are password protected and physically secured in locked, atmosphere-controlled rooms.
All systems
are backed-up every night using dedicated tape backup systems.
Disaster recovery provisions include fire-protected computer rooms and
off site backup storage. Inlet
maintains video supervision of our computer facilities.
Inlet provides Help Desk support services up to twenty-four
hours per day, seven days per week and 365 days per year.
Inlet’s support and service organization addresses
all of your support requirements for locations throughout the United States
and Canada. Inlet also currently
provides support for companies in the United Kingdom and Germany.
In each country, Inlet provides support from 8 AM to 6 PM local times.
At the current time, services are delivered in English only.