Service Delivery Procedures

We deliver the highest quality of service, consistently across all platforms and geographies, while exceeding all service level agreement performance expectations and earning client loyalty through continuous process improvement.

As part of the SMS ongoing commitment to provide exceptional service with unequaled response times, SMS built its own global network of "brick-and-mortar" service centers. When our competitors were either outsourcing or closing their service centers, SMS was investing, expanding and building service centers in every region where we provide direct service.

Contract Commencement
  • A comprehensive service assurance process to ensure minimal risk when businesses switch to SMS services
  • An on-site equipment inventory audit and contract reconciliation
  • Service commencement orientation and engagement.

We know the critical nature of our business, it is clear in everything we do.


SMS has invested a great deal of time and effort into building a global process structure that ensures the same dependability and high quality of service for every client regardless of their location. All processes are globally standardized and seamless and are designed to be locally flexible and accommodating.

Service delivery procedures

When SMS is contacted with an incident, you may participate in some limited phone-based troubleshooting to identify the root cause of the problem. By obtaining this information, we are able to minimize overall system downtime by getting the issue fixed either remotely, or by collecting the information needed to dispatch the right engineer with the right part(s) in-hand.

Service Dispatch Procedures

For service calls on IT assets protected by Mission Critical or Critical SLA coverage, our clients first participate in limited over the phone troubleshooting. If the issue cannot be corrected over the phone by our call center representative, a field engineer will call back within 30 minutes in order to obtain all of the critical information required to ensure he/she has a thorough understanding of the issue and can have the necessary part(s) in-hand upon arrival.

For service calls on IT assets protected by Next Business Day SLA coverage, our clients first participate in limited over the phone troubleshooting. Calls dispatched to a field engineer before 5:00 p.m. local client time, will be responded to the next business day. For calls dispatched after 5:00 p.m. local client time, the service technician may take an additional business day to arrive at your location.