linear2Delivery of Extraordinary Service and Quantifiable Results

With an emphasis on customer service, our technicians are proficient in today’s COTS software and hardware, consistently delivering first contact resolution rates for multiple clients. We also provide expert support for unique customer systems, line-of-business applications, and functional/mission areas with a defined process in place for our employees to learn application/mission-specific functionality and document technical solutions via our Knowledge Management process for swift and consistent resolutions. SigNet hosts a complete test lab that houses most of today’s security industry most popular brand of systems. This lab is made up of servers and clients using software for access control, CCTV, intrusion and other integrated systems. By having such a lab, we are able to try and recreate issues in which our clients are having and safely fix the problems while mitigating the risk of performing the testing at the client’s site. Click here to request service.

Our Service Department has proven processes and procedures for tracking metrics of our service tickets such as:

  • Total Calls Received (Total Calls Dispatched VS Total Calls Handled via Phone)
  • Call Abandon Rate Average Time to Answer
  • First Level Resolution Rate Ratio Completed / Opened
  • Average Length of Support Tickets Opened and Completed
  • Tiered Service Resolution
  • Customer Satisfaction Survey Returns
  • Customer Satisfaction Survey Scores, Individual Questions and Index
  • Top 10 Category / Item Affected Percentage of tickets re-opened

Our services for support and sustainment include but are not limited to:

  •  Turnkey, Scalable, Fully Secure Facilities
  • Existing Technical Infrastructure
  • Corrective and Preventative Maintenance
  • Service Level Agreement Management
  • Web Based Call Ticketing and Tracking System
  • Skill Based Call Routing
  • A Fully Implemented Disaster Recovery and Continuity of Operations Plan
  • Extensive Pool of Trained Resources
  • Customized Training Programs
  • User technical training
  • Operational 24 X 7 X 365
  • State of the Art Telecommunications Infrastructure, Multiple redundant power and connectivity
  • Secure System Access and Secure Remote Access
  • Tiered and Customized Programs Available to meet the demands