Results Tell It All
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"This morning we lost a drive on one of our servers. Its not the most critical server in the bunch, but as anyone in the IT industry knows, to the owner of the data on that server, it is the most important server in the group. Well before we ever log a call about a server we try to handle things in-house as much as possible. So we went through some diagnostics and determined the problem was a bad drive. We temporarily corrected the issue in the server by removing the bad drive, the RAID vailed over and ran in a degraded state.
Well formerly while through DELL support, the problem would not end at this point. Because we would have to spend another 2-4 hours on the phone with them running useless diagnostics to prove something which we already know is the case, and that is that the drive is bad and needs replacing.
This was one of the servers that we have under NBD contract with you (One of the Dell 1425SC's) so I called the number that you indicated and talked to the nice gentleman that answered the phone. Well, within 15 minutes (and part of that was my fault because I hadn't thought to write down the model # of the drive) we had a new drive in the process of being shipped for Monday delivery, and no 200 diagnostics to go through. Bing-Bang-Boom done deal. So if any future trouble calls are as easy to get service for as this one, you can definately bet that we'll be passing the good word to our corporate peers."
From the customer of a Mid-West ServiceKey Partner
Servicekey/DTI Success Story
For three decades, Digital Technology International (DTI) has been providing audience-centric Web, print, and mobile solutions to media outlets and publishers around the world. Their unique technology and professional services help media organizations by delivering circulation, targeted marketing, multidimensional content publishing, advertising, and newspaper-specific financial management software.
With headquarters near Salt Lake City, Utah, DTI currently serves approximately 2,000 news media outlets across the globe, enabling them to create and deliver content faster and more efficiently by providing the power and flexibility needed to reduce operating expenses and better manage resources while increasing revenue.
DTI partnered with ServiceKey to provide post warranty help desk support and maintenance.ServiceKey’s ability to provide world-class multi-vendor hardware support and technical help desk services to DTI’s clients across the country was the perfect solution for hardware warranty and maintenance. Best of all, DTI is able to package, promote, and price these support services any way they choose.
“We were immediately impressed with their knowledge and professionalism,” Schoonmaker says of ServiceKey. “They have excellent, expert technical staff as a first line of support.”
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Servicekey/Rorke Data Success Story
Headquartered in Eden Praire, MN, Rorke Data offers a broad range of hardware and software solutions with an emphasis on storage integration. Partnering with large original equipment manufacturers (OEMs), Rorke provides packaged storage solutions and services to the healthcare IT, digital publishing and audio visual industries.
Rorke’s Professional Services department is responsible for integrating OEM specific software with high-end storage hardware and delivering an all-in-one solution to the customer.
Rorke Data has partnered with ServiceKey to provide dedicated technical account managers (TAMs). “ServiceKey extends its expertise in a managed services role by providing hardware maintenance, warranty support, reporting, monitoring and closed loop customer support all under the Rorke Data brand”, stated Rorke. "ServiceKey provides the single point of contact through its TAMs and remains transparent to the end user."
ServiceKey has the ability to augment Rorke’s professional services through the support of multi-vendor platforms. Because ServiceKey’s technical account managers are trained on most storage solutions, Rorke now extends migration services and support on systems it did not sell or install. Rorke, having a centralized help desk and providing multi-vendor service, creates a support model that maximizes up time for customers. This eliminates multi-vendor support conflicts.
Rorke also stated, "Rorke chose ServiceKey, the master Independent Service Maintenance Organization (ISMO), because this type of partnership saves Rorke and their customers’ time and ultimately money. And by never selling directly to our customers, ServiceKey does not compete with us for business."
As the master ISMO, ServiceKey provides completely customizable service level contracts that allow Rorke Data to pick and choose the technical service solutions that are right for their organization and customers. In addition, ServiceKey helps Rorke adhere to ISO and customer standards.
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