The document outlines the values and mission of TERiX Computer Service, which is to deliver innovative IT solutions with a focus on superior customer satisfaction. TERiX aims to provide 24/7 support from OEM-certified engineers, respond to service requests within 15 minutes, resolve issues according to a "fix first" policy, and exceed typical service level agreements. The company strives to delight customers through easy service, empathy, ownership of solutions, and professional conduct. TERiX provides enterprise hardware support for over 30 manufacturers and has been in business since 1997.

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.