Technical Assessments
SNA EQuIP Program
SNA is committed to delivering Efficiency, Quality, Integrity, and Performance (EQuIP). As part of this EQuIP program we have developed an extensive quality assurance process to insure that a high service level is maintained.
Customer Service:
SNA's call center is constantly monitoring service levels. Calls are reviewed to assure that our engineers are courteous and efficient while working with customers. We verify that procedures are being followed and call statistics are reviewed on a daily, weekly and monthly basis. The quality assurance team analyzes the findings and modifies procedures and training materials. The engineering team actively researches customer networks that are flagged during the review process.
Maintenance Scheduling:
A maintenance schedule is created for each customer. The maintenance schedule involves the following:
- Periodic network configuration review – Network engineers review the network to verify that equipment configurations are correct.
- Firmware updates on equipment – New firmware releases are updated on equipment when applicable.
- Usage statistics review – Usage statistics are reviewed to assure they are within specifications.
- Technology review – Current hardware is reviewed to assess the longevity and effectiveness of the existing equipment.
Technology Assessment:
When a network has been found to be ineffective or in need of a technology re-fresh SNA works with the customer to create a plan that will bring their network up to current technology specifications.