PHILOSOPHY

Traditional Support

There are three levels of engineers. Lots of junior engineers to field the first level calls. A small number of level two engineers who generally are more experienced. A tiny number of level three engineers who are the cream of the crop.

And front line [level one] engineers typically carry a huge open ticket burden while routing problems up to incredibly busy level two and level three colleagues. The model has high latency, and many problems need to be escalated up the ladder.

SURETY SUPPORT

Our front line engineers are between level two and level three in the traditional model. The front line engineer who takes the call almost always has the experience and training to resolve it without escalation. If the issue is beyond us, we escalate [usually for bug fixes and so on] directly to the vendor's level three engineers.

Surety also believes in maximum personal touch. As a matter of company policy, our engineers carry less than half of the open ticket burden of the traditional model.

Latency is low. Customer satisfaction is high.