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Premium Service Provides Large Account Customers With the Highest Level of Direct Support for Novell Products OREM, Utah -- July 1, 1996 -- Novell today announced the availability of expanded direct technical service agreements, which provide medium to large enterprise customers with proactive support, quick and easy access to knowledgeable, skilled support engineers, and unmatched flexibility. The new Premium Service program, designed with the input of customers, gives high-level access to Novell's networking expertise and maximizes customer self-reliance through proactive analysis tools, remote services, configuration management and on-line incident submittal and tracking. Novell Premium Service is designed for organizations with centralized information systems management, control and maintenance. These organizations employ dedicated support professionals who need timely access to highly qualified Novell engineers for top-level, mission-critical problem resolution. "Our newly designed Premium Service program helps meet the critical support needs of an important segment of Novell's customers, said Rich Nortz, senior vice president, Novell Technical Services. "While the majority of our support will continue to be provided through our extensive network of service partners, Premium Service meets the needs of organizations that require and demand direct access to Novell technical support professionals. Novell Premium Service includes unmatched flexibility and choice through three levels of service packages, as well as options allowing for customized support relationships. Packages range from Premium 100, which is designed for customers who need only occasional top-level support during daytime hours, to Premium 300, which provides global customers with worldwide access to a Primary Support Engineer 24 hours a day, seven days a week. A Standard Plan and an Incident Plan are available at the Premium 200 level to meet the varying needs of large account clients. "Novell's Premium Service offers the tools and flexibility that many organizations require for technical services today, said Jack Gold, program director for Workgroup Computing Strategies at META Group, Inc. "It is clear that Novell designed these programs to meet the mission-critical needs of their enterprise customers.
Proactive, Customized Support Tools The proactive tools now included in Premium Service allow Novell and its customers to recognize and identify potential problems before they impact the customer's operations. These tools include configuration management, remote service, proactive analysis, and access to a Service Account Manager (SAM), who serves as a liaison between the customer and Novell. "Many of the new support tools available with Premium Service are made possible through exciting new Novell product technologies, such as NetWare Connect Service and ManageWise, said Nortz. Remote Service is made possible by Premium Service's connection to NetWare Connect Service. This connection enables any customer running ManageWise, GroupWise, NetWare or any other SNMP-enabled Novell product to forward their network alarms to Novell Premium Service. These SNMP "traps allow Novell Premium Service engineers to proactively identify potential trouble spots and become a 'virtual on-site' troubleshooting network. Customized support solutions are provided through a cutting-edge Configuration Management system to help customers stay abreast on the most recent patches and fixes that impact their network systems. The customer's configuration is stored in a relational database, giving Novell's Premium Service engineers a clear picture of the customer's system when working on support issues. This reduces the time necessary to respond to support issues and allows Novell to communicate information proactively to customers based on their current configuration.
Increasing Self-Reliance Additional features of Premium Service were created to increase the knowledge and self-reliance of customers. These services include on-line incident status submittal and tracking, Advanced Technical Training, the Consulting ToolKit, Troubleshooting Guides, the Network Support Encyclopedia Professional Volume (NSEPro), and the Technical Information Service. The ability to submit and track incidents on-line is made possible through the new Novell Support Connection Web site (http://support.novell.com). Premium Service customers can electronically report incidents directly to Novell engineers and then check the status of incidents on-line, whether the incident was submitted electronically or via the telephone, allowing them to monitor problem resolution anytime, anywhere, without calling for a verbal status check.
Fast, Easy Access to Knowledgeable, Skilled Engineers Many Premium Service customers run mission-critical systems using Novell products, making access to Novell's top support engineers a high priority. Novell makes this possible with 24-hour-a-day, 7-days-a-week access to Premium Service engineers, who are among the most experienced engineers available and are highly skilled with complex systems. These engineers are available for on-site assistance with the installation and maintenance of software or with critical situations. Premium Service customers may also have access to a Primary Support Engineer, providing a personalized, consistent relationship between Novell and the customer. The Primary Support Engineer takes all customer support calls within his or her area of expertise with backup provided by other Premium Service engineers. For more information on Premium Service, contact a Novell sales representative, call (801) 228-9926 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.
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