Transcript: New from BookNet Canada for 2024: BNC BiblioShare - Tech Forum 2024
TERiX Customer Values
1. TERiX Values
For Our Customers
Better Service. Better Value.
2. Mission Statement
“To deliver innovative, flexible information
technology service solutions with a focus on
customer satisfaction, second to none.”
Better Service. Better Value.
3. Value Statements
7x24 TERiX Staffed Response Center
TERiX Engineering is always directly available to customers
OEM Certified Engineers on Staff
Customers appreciate that TERiX Engineers have obtained OEM
certification
Minimum Certification Levels
All Engineers are required to possess at least one OEM certification
Better Service. Better Value.
4. Value Statements (Continued)
Fifteen Minute Call Back
Customers placing a service call on the web interface will receive a call
from a TERiX Engineer within fifteen minutes.
Fix First Policy
Customers with valid contracts are given the benefit of the doubt if
entitlement is questionable
Call anytime Policy
Customers can call anytime to request service, and calling is not limited
to their contract hours
Perform Better than the SLA
The SLA defines the minimum standard of response; TERiX strives to
respond more quickly
Better Service. Better Value.
5. Delight Our Customers
Be easy to deal with
Have empathy for the customer
Acknowledge the seriousness of the situation
Demonstrate a commitment to resolve the
situation
Take ownership of the solution
Act professionally
Better Service. Better Value.
6. About TERiX
TERiX Computer Service delivers enterprise-grade support for
servers, storage, network hardware and operating systems from over 30
manufacturers including IBM, HP, Oracle Sun, Cisco, and EMC. TERiX
relentlessly focuses on customer satisfaction to exceed Service Level
benchmarks and deliver a superior alternative to OEM hardware support.
TERiX customers include a significant portion of the Fortune 50 and more than
twenty U.S. and Canadian federal government agencies. In business since
1997, TERiX is headquartered in Sunnyvale, California, and can be found
online at http://www.terix.com/index.php
Better Service. Better Value.