Sertec Customer Service and Business Continuity

Sertec is committed to providing you with unmatched, continuous, reliable customer service 24/7, 365 days a year. Sertec guards against computer and/or equipment failure, inclement weather, and natural disasters with advanced data security technology and extensive backup systems, including redundant critical systems, a regularly tested disaster recovery site, off-site data replication, on-site generator, and a state-of-the-art telephone system. Other safeguards include the following:

Business Continuity Technology

  • Full Business Continuity Disaster Recovery plan tested annually. Continuous customer service in case of power failures, equipment failure, or natural disasters.
  • Redundant underground electric feeds from the street.
  • UPS protection for all major systems in contact centers to keep core computers and report intake workstations up in case of power spikes or flickers.
  • On-site generator that seamlessly engages at loss of power providing full power to contact centers, as well as all main servers, lights, and computers on all floors.
  • Complete warm-site backup, allowing continued report intake, and telephone communications.
  • Annual warm-site testing.
  • Capability to quickly connect staff to disaster recovery site in the event of a disaster.

Proprietary Software

Sertec’s subsidiary companies have developed proprietary technology and software to enhance its work in two areas:

  • High-tech quality control management, and
  • Large volume customer response management.

Actec’s Magnolia, DriverCheck’s Safety Shield, and ServiceCheck’s Falcon are the proprietary systems that were developed and are constantly being enhanced by Sertec’s world-class IT department.

Data Confidentiality, Integrity, and Availability

  • Annual Security Audit (SOC2 Compliance) and Penetration Testing performed by third party.
  • Integrated Services Router with IP Firewall, IDS, IPS, and VPN.
  • Secure data entry on the web with secure user ID and password.
  • Secure mobile authentication (2FA) and endpoint security.
  • Encryption of data files – incoming and outgoing, secure email and file encryption.
  • Centralized Anti-Virus software on Sertec’s network.
  • Centralized Anti-Spyware/Anti-Malware on Sertec’s network.
  • Backups, replication, recovery, and data management solutions in place.
  • Each database record is replicated on a redundant backup server within milliseconds. For added security, the backup server is located off-site at our disaster recovery site.
  • A backup of key calls, data, and programs are made each day. Files are stored in a secure location off-site.