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Novell Announces Expanded, Integrated Support Programs Novell Support Connection Leverages Novell's Networking Expertise to Provide Partners, Customers with the Resources They Need OREM, Utah -- July 1, 1996 -- Novell, Inc., today introduced the Novell Support Connection, a comprehensive and integrated set of support programs designed to leverage Novell and its partners' networking expertise and meet the needs of customers worldwide for electronic, third-party, and direct technical support. The Novell Support Connection simplifies and speeds customer access to a broad range of Novell support services and delivery options by integrating them in one program and making all information and resources available from a single, centralized source. "The Novell Support Connection is our way of more effectively communicating and delivering Novell's extensive networking and technical support expertise to partners and customers," said Rich Nortz, senior vice president, Novell Technical Services. "We have simplified our support options to make it easier for customers worldwide to know how to get support through qualified partners, electronically or from Novell directly." "Novell's extensive technical knowledge and experience are a significant asset and a great strength in providing support for customers and partners," said Tom Sweeny, Director and Principal Analyst of Dataquest's Software Services group. "The focus on making this knowledge and expertise more accessible will have a positive impact on customer satisfaction."
Electronic Support Electronic support is provided primarily through the Novell Support Connection Web site (see related news release), which uses the immediacy and availability of the Internet to make it faster and easier for customers to find technical solutions from Novell. The Web site uses improved search capabilities and navigation combined with intuitive searching to reduce the time it takes for customers to find the information that is most useful to them. Information on the Web site is updated daily to give users the most current technical information available from Novell. "Novell's electronic support makes excellent use of current technology, especially the Internet, enabling customers to more easily access Novell's extensive networking support knowledge," said Sweeny. "Recent improvements to these electronic services show that Novell is listening to its customers and partners. The Novell Support Connection Web site can be accessed via the Internet at http://support.novell.com In addition to the Novell Support Connection Web site, electronic support is provided through the Network Support Encyclopedia Professional Volume (NSEPro), a knowledgebase of technical information found in the Web site but with the portability of CD ROM, and FaxBack services, allowing customers and partners to communicate with Novell via fax.
Partner Programs The Global Service Partner program was introduced on June 12, recognizing the worldwide needs of Novell customers. Global Service Partners IBM and Hewlett-Packard were selected for this program because of their expertise in supporting multi-vendor environments, their ability to deliver service on a worldwide basis, and their reputations for high-quality technical support. Novell continues to provide flexible service partner agreements for OEMs and resellers, sharing Novell's networking knowledge to develop solutions for customers. Customers can select criteria to identify service partners through an interactive database on the Novell Support Connection Web site.
Premium Service Premium Service is the Novell Support Connection's option for direct service agreements from Novell for large enterprise customers (see related news release). Premium Service gives customers proactive support for identifying and resolving their technical service issues. Customers develop a personal relationship with Novell Premium Service engineers who know the customer's technology needs and can provide important information before support issues arise. Premium Service provides flexible plans, as well as the ability to add services to customize the support relationship with Novell. To meet the needs of a variety of large enterprise customers, plans were developed with varying levels of incidents, support contacts and standard features. For more information on Novell's support programs, call 800-638-9273 or 801-429-5588 or check the Novell Support Connection Web site at http://support.novell.com Novell Inc.'s (NASDAQ:NOVL) business is connecting people to other people and the information they need, enabling them to act on it anytime, anyplace. Novell is the world's leading network software provider. The company's software products provide the distributed infrastructure, network services, advanced network access and network applications required to make pervasive computing an integral part of everyone's daily life. Novell is a registered trademark of Novell, Inc.
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See other related releases dated July 1, 1996: Also, see release Novell Announces Global Service Partners, dated June 12, 1996. |
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