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Novell Introduces Preferred Service for Partners Preferred Service Provides Proactive Service for Novell Partners, Adds Flexibility to Partner Support from Novell October 30, 1996 -- Novell® Inc. is announcing the availability of Preferred Service, adding proactive features, flexible service packages, and expanded access to Novell's technical support engineers to the range of technical support currently offered to Novell partners. Preferred Service was designed based on the requests of partners for additional options to establish an even stronger connection with Novell's networking expertise, allowing partners to increase their service to Novell customers. The worldwide launch of Preferred Service begins in the United Kingdom today. It will be introduced in France and Germany in January 1997 and in other areas of Europe by mid-1997. "Preferred Service is designed to fulfill the needs of our extensive channel of partners, which increases their ability to provide technical support to Novell customers," says June May, vice president of operations for Novell Technical Services in Europe, the Middle East and Africa (EMEA). "The addition of proactive features, the flexibility of Preferred Service packages, and the ability to customise support agreements makes it possible for partners of all types and sizes to get technical service from Novell that meets their specific needs." Novell Preferred Service provides unmatched flexibility and choice through three levels of service packages and a wide range of options allowing for customised support relationships. Packages range from Preferred 100, which is designed for partners who need only occasional top-level support during business hours, to Preferred 300, which provides partners with an extensive set of support options, including 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 Preferred 200 level to meet the needs of a variety of partners. "Preferred Service allows cusotmers an increased level of access to Novell's technical support expertise, enabling partners to deliver the highest possible service to customers," said Tom Sweeny, Director and Principal Analyst, Dataquest Software Services."
Proactive, customised support tools Available with Preferred 200 and 300, proactive tools included in Preferred Service allow Novell partners to recognise and identify potential problems before they impact a customer's operations. These tools include proactive delivery of various technical information documents, and access to a Service Account Manager (SAM), who serves as a liaison between the partner and Novell. In addition to features included with service packages, partners can select from a variety of options to customise their support relationships with Novell. For example, a partner may decide the features included in the Preferred 200 Standard Plan best meet the company's needs, but they would also like the benefits of an on-site support visit. The partner can purchase on-site support as an additional option to their Preferred 200 package.
Fast, Easy Access to Knowledgeable, Skilled Engineers Many customers of our partners run mission-critical systems using Novell products, making access for our partners to Novell's top support engineers a high priority. Novell makes this possible with 24-hour-a-day, 7-days-a-week access to Preferred 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. Preferred Service customers may also have access to a Primary Support Engineer, providing a personalised, 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 Preferred Service engineers.
Increased Ability to Support Customers Additional features of Preferred Service were created to increase the ability of partners to meet the support needs of their customers quickly and efficiently. These services include on-line incident status submittal and tracking, Advanced Technical Training, the Consulting ToolKit, Troubleshooting Guides, the Novell Support Connection CD (formerly NSEPro), and the Technical Information Service. The ability to submit and track incidents on-line is made possible through the Novell Support Connection Web site (http://support.novell.de). Preferred 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. For more information on Preferred Service, contact a Novell sales representative, call +31 10 286 4218 or access the Novell Support Connection Web site at http://support.novell.de. 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
Louvaine Kneen
A Plus contact for this announcement |
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