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. - Planned Event Response
A planned event is a scheduled occurrence for which additional, outside support may be needed. Our Service Desk Operator will schedule these non-emergency services for a time agreeable to you and your Seitel Server Maintenance support team.
Security, Reliability and Performance Support (SRPS)
SRP Support provides organizations with monitoring and proactive maintenance that keeps technology running smoothly, helps prevent catastrophic failures, and minimizes the business impact if failures do occur.
Proactive Network Maintenance
To head off potential problems before they happen Seitel Systems engineers use a 110-point checklist to review critical systems and services to ensure that they’re operating as intended.
This periodic review examines the following services:
- Download and install the latest patches and updates to server operating system and related software
- Install appropriate patches and updates to server and router operating systems
- Conduct a network integrity check
- Check network security and update firewall software
- Check remote access and document login & password changes
- Verify backup software and conduct file restoration tests
- Verify email services and update anti-spam profiles
- Update antivirus software and verify correct operation
- Update system state documentation and monitoring tools
- Review upcoming projects list
Network Monitoring
Network reliability and uptime is of critical importance to our clients. When something goes amiss, our clients look to Seitel Systems to quickly identify, troubleshoot and correct the problem before it turns into a major crisis. Our network monitoring services will keep a real time eye on your most critical systems, including email and backups, to detect failures, inform you of the underlying issues and effect a repair as quickly as possible.
