Press Release

Novell Introduces Service Partner Programme In Europe

Programme Recognises and Supports Quality Service Partners and Ensures High-Quality Technical Service to Novell Customers

October 30, 1996 -- Novell® Inc. is introducing the Novell Support Connection Service Partner programme in Europe to provide recognition and business development opportunities for Novell service partners. The programme identifies and promotes the most capable, high-quality technical service providers, assuring customers they receive the best possible technical service from partners who are supported fully by Novell.

The worldwide launch of the Service Partner programme begins in the United Kingdom today. The programme is also available beginning today to customers in Scandinavia and South Africa. It will be introduced in France and Germany in January 1997 and in other areas of Europe by mid-1997.

"The Novell Service Partner programme is designed to ensure the best quality of support for Novell customers. Companies who participate in the Service Partner programme will have demonstrated ability in providing exceptional technical service for Novell products," says June May, vice president of operations for Novell Technical Services in Europe, the Middle East and Africa (EMEA). "The Service Partner programme emphasises a partner's ability to provide quality service and identifies for end-user customers the service providers who can best meet their technical support needs."

"Underwriting the success of service partnerships is an important means for Novell to enhance its service capabilities in Europe," said Tom Sweeny, Director and Principal Analyst, Dataquest Software Services. "Novell's Service Partner programme identifies qualified partners, provides them with the support and resources they need, then promotes their capabilities to Novell customers. As a result, customers receive quality support, partners' capabilities are enhanced and promoted by Novell, and Novell extends it's service capabilities."

Service providers who meet the requirements of the Service Partner programme receive the following benefits from Novell:

  • lead referrals through the Internet. Customers can use the Novell Support Connection Web site (support.novell.de) to find detailed information on Service Partners when selecting a support provider.
  • use of the Novell Service Partner mark, identifying their business as a qualified Novell service provider.
  • inclusion in Novell major events, executive briefings, quarterly updates, announcements, and service-related events to keep abreast of Novell's plans and to promote their partnerships with Novell.
  • access to marketing materials, such as the Novell Solution City CD-ROM and the Novell Power Partner CD-ROM, which contain product, sales and marketing information.
  • prompt, reliable technical support information from Novell support engineers and access to support information through the Novell Support Connection Web site (support.novell.de), including online incident submittal and tracking. Proactive Technical Information service, which electronically provides information and solutions as soon as they become available.
  • use of other technical support tools, such as Software Troubleshooting Guides.
To qualify for these benefits and to ensure customers receive the level of support they expect from Service Partners, service providers must meet and maintain minimum standards set by Novell. These standards include:
  • three CNEs dedicated to the support organisation.
  • the ability to isolate and define customers' technical issues and resolve 90% of customer issues without escalation.
  • availability of a hotline support help desk at least eight hours per day, five days per week with at least one CNE or CNA always available.
  • guaranteed response time.
  • availability of onsite support to customers within a minimum 50 km radius of the Service Partner's site.
  • maintenance of a support lab to recreate customer environments, duplicate problems and serve as a training area for the partner's technicians and support engineers.
  • an incident tracking system that enables the partner to create incident status reports for customers and provide summary reports for Novell on a regular basis.
Novell will ensure ongoing Service Partner quality by conducting quarterly business reviews, semi-annual audits, and annual site visits. Novell will also monitor customer comments and the results of customer satisfaction surveys as a measurement of the partner's service quality. A Service Partner Advisory Council will be established to provide ongoing direction to the programme. Membership on the Advisory Council is based on location, past performance and commitment, site profile, and willingness of the partner to contribute to the direction of the overall programme. All Service Partners are eligible to apply for membership on the Advisory Council.

The annual fee for participation in the Service Partner programme is $12,000 (US dollars). However, Novell is offering a special introductory rate of $5,000 (US dollars) during the first 90 days of the programme.

For more information about the Service Partner programme or to apply for participation in the programme, contact a Novell sales representative or call 01344 724 100.

Founded in 1983, Novell is the world's leading provider of network software. The company offers a wide range of network solutions for distributed network, Internet, intranet and small-business markets. Novell education and technical support programmes are the most comprehensive in the network computing industry. Information about Novell's complete range of products and services can be accessed on the World Wide Web at http://www.novell.com.

For further press information please contact Novell UK's Press Information Centre, or access the UK web site at http://www.uk.novell.com/uk/.

Sue Harker
Phone: (01344) 724312
Internet: sue_harker@novell.com

Louvaine Kneen
Phone: (01344) 724029
Internet: louvaine_kneen@novell.com

A Plus contact for this announcement
Rod de St Croix
Phone: 01753 790700
Internet: rdestcro@aplus.co.uk