The SnippetSentry Tenets of Service Excellence

Eddie Green


Software as a Service (SaaS) is the modern, fundamental way businesses conveniently access software applications. SaaS services embody the principles that define excellence.  In this blog, I want to share the ten fundamental tenets that underpin our mobile messaging app capture service.

  1. Make It Simple (MIS): Providing excellent service means making it easy for the user. MIS is important in all aspects of our service delivery, from the user interface to the reporting system, alerts, and training materials. For example, onboarding users can be completed in under 3 minutes in just a few easy steps.
  2. User-Centric Design: The user is central to our software design framework.  To increase user satisfaction and adoption, providing intuitive interfaces, seamless navigation, and user-friendly functionalities is imperative.
  3. Reliability and Availability: A service that consistently delivers messages without exception is available 24 hours a day, seven days a week.  We are committed to minimizing downtime and implementing robust disaster recovery procedures as a company.
  4. Scalability and Flexibility: The ability to scale users is essential.  There must be no difference between a service delivered to one user or thousands.  Feature availability and flexible pricing should be based on the organization's needs, not the vendor's requirements.  Furthermore, the simple and intuitive interface should allow for enabling and disabling features easily. Software is built for customers, not the vendors who sell it.
  5. Security and Compliance: A strong commitment to protecting user data is non-negotiable.  In addition to maintaining robust security measures, SnippetSentry has received SOC2 attestation - Data security is paramount to us. And it is a core tenet that our service will never hold on to user data. Any data storage, such as needed for fault tolerance, is permanently stored on the customer premises.   
  6. Continuous Innovation: A customer-driven approach should be taken to software innovation. Engaging customers to understand their current needs and future directions is critical.  Our technical solutions are innovative, easy to use, and seamless - all guided by our user base.
  7. Exceptional Customer Support: We place a high value on providing excellent customer service.  Quick response times, knowledgeable support staff, comprehensive training, and technical support are all part of our commitment to excellence.
  8. Transparency and Accountability: We are committed to providing timely customer updates about service limitations, downtime notifications, and transparency in our data policies.
  9. Performance Monitoring: We will proactively monitor the health of our service to ensure a smooth user experience. We are committed to proactively identifying and resolving issues quickly and efficiently.
  10. Terms of Service: Regarding our data policies, customer privacy, and commercial terms, we strive to provide clear and concise Terms of Service.

In conclusion, the SnippetSentry team is committed to building an exceptional service that embodies technical prowess, user-centric designs, and an unwavering commitment to quality. As always, we are open to feedback and input from our customers and look forward to working with all of you.