Seitel Systems’ clients use our team of experts to provide the right combination of Scheduled and Incident Support visits to ensure that technology works as a partner to their success.
Scheduled Support
Scheduled Support services provide recurring visits of four to eight hour blocks of time during which our engineers address user requests and solve the technology problems that keep your team from getting their work done. In the event that something critical happens between scheduled visits, our Incident Response services are there to have you up and running in no time at all.
Incident Response
Seitel Systems’ Incident Response services focus on first understanding the urgency of your organization’s need, and then getting you back to a satisfactory operational state as soon as possible.
Whether you have an urgent incident that’s disrupting productivity, a planned event requiring outside assistance, or a general question, our Incident Response services and Service Desk can provide you with the solution you need to get back to business.
- Service Desk Incident Response
Seitel Systems’ Service Desk is the single point of contact for our clients’ day-to-day network support needs. It is staffed Monday through Friday (excluding holidays) from 8:00 AM – 5:00 PM. - Emergency Incident Response
An emergency incident is one needing immediate response from your support team. Our Service Desk Operator will manage the incident and will have a Network Engineer working on it within two hours of receiving the emergency incident call. - Nitelight Service
If your network crashes after hours call our emergency services number and we’ll get you back up and running as quickly as possible.
Security, Reliability and Performance (SRP) Support
Security, reliability (uptime), and performance are critical to any networked computing environment. If any of these parameters degrade or fail, our clients need us to identify the problem, troubleshoot, and take corrective action quickly. SRP give us the tools we need to provide clients with system monitoring and proactive maintenance that anticipates technology problems, prevents catastrophic failures and minimizes the business impact if failures do occur.
SRP – Server Edition
- 24 x 7 real time monitoring of servers and applications; alerts are managed by our Ser-vice Desk during business hours.
- Monthly review and application of operating system patches and hot-fixes, automated deployment, and after-hours reboots scheduled, as required.
- Monthly report showing overall status of monitored systems.
- Quarterly (or semi-annual) in-depth audit of network systems; engineering review and preparation of a formal report.
SRP – Workstation Edition
- 24 x 7 real time monitoring of workstations; alerts are managed by our Service Desk during normal business hours.
- Monthly application of operating system patches and hot-fixes, disk defragmentation, software application updates (Adobe PDF, Flash, Office, browser, etc.) and other maintenance items.
- Monthly report showing hardware inventory, software licenses in use, and other summary information.
- Unlimited Tier 1 Help Desk Support for workstations. Requests may be submitted by telephone, web interface or email and all are tracked in our ticketing system.
