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SERVICE POLICY
At Southeastern Systems, Inc. (SES), we recognize that the primary objective of our customers is to keep product moving out the back door at a profit. In keeping with this objective, Southeastern Systems, Inc. has formulated this service policy in an effort to insure that all of our customers process chlorination systems operate at peak efficiency at all times.
System Knowledge - No less than two people from SES will be completely familiar with each installation at all times. These two people will usually be the service technician who is assigned to the account and the outside sales associate, who is directly responsible for the account.
Start Up Report - New System - After any new installation is commissioned, the installing technician will complete a Start Up Report. This report will provide a detailed description of the installation, as built. This report will be distributed to all SES personnel who are responsible for the system and a copy is placed in the SES O&M Manual at the Plant.
Technical Support - Our in-house technical staff is extremely knowledgeable of system design and installation and by working directly with plant personnel can be of great benefit by telephone.
Emergency Service - SES technicians are on call 24 hours a day x 365 days per year. In the event of an emergency situation that cannot be handled by telephone, a technician can usually be onsite within 24 hours of being called.
First Level Response - After installation, we will retain a full detailed description of your system as installed, along with extensive photographs. This will enable our in-house staff to help you as much as possible by phone as a First Level Response. Should an emergency part for your system be required, it can usually be shipped overnight from our inventory.
Second Level Response - If the problem cannot be solved over the phone, an SES technician will be dispatched directly to your plant. The SES service truck is fully equipped with parts and tools so that most challenges can be resolved immediately, while onsite. If a part should need to be ordered, the service call will then move to Third Level Response.
Third Level Response - If, after an SES service technician has surveyed the situation and decided that a part must be ordered, a decision will be made between plant personnel and the SES technician as to whether or not the plant personnel can install the part . If required, the technician will remain onsite in order to insure your problem is resolved as quickly and effectively as possible.
Preventive Maintenance - For a reasonable fee to cover our costs can be built into the price of your tablet order. This fee covers the cost of an SES technician visiting your plant on a routine basis to perform the following preventive maintenance:
- Complete inspection of all systems and parts
- Cleaning of all chlorinators
- Testing and re-calibration of all equipment provided by SES
- Consultations with management about improved systems performance and new technical innovations by SES
Note: Plant personnel are responsible for the standard day-to-day operation of the systems as well as any normal maintenance that should be required.
Service Reports - After completing a site visit and before leaving the site, the SES technicians will complete a service report that must be signed by the responsible party at the plant. Copies of the Service Report will be distributed as follows:
- 1 copy will be inserted into the SES manual at the plant
- 1 copy will be forewarded to the SES account manager for that plant
- 1 copy will remain with the SES technician for his records
- 1 copy will be placed in the customer's file at the SES main office for in-house reference
Process Improvement Promise - With over 300 chlorination systems installed in multiple industries throughout the United States, Canada, Puerto Rico and Latin America, we are constantly exposed to the ever-changing challenges presented in pathogen reduction efforts, as well as challenges related to government regulatory issues.
We are continuously working on improving our processes and will always offer these upgrades to our existing customers at very favorable pricing, as they are proven and become available.
Our goal is to continue to EARN the right to call overselves partners with you!
We Appreciate Your Business!