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
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