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Sento Corporation Chosen to Handle Novell Standard Per Incident Support Calls PROVO, Ut -- October 5, 2000 -- Novell, Inc., the leading provider of Net services software, has signed a letter of intent with Sento Corporation to handle Novell's standard per incident client support calls. The agreement expands on Sento's current support role for Novell and will now include support for Novell's entire suite of products, including BorderManager, NDS, Netware and Client Support. Sento currently handles support from clients using Novell software, but this recent partnership will increase the number of support engineers at Sento by 500 percent and revenue created by the account will jump 1500 percent.
Mike Lyons, Vice President of Novell Technical Support World-Wide commented, "Sento has provided excellent support to Novell and our clients, We are highly confident placing our per incident support in their hands and are eager to further expand Sento's role in delivering world class service to our customers transitioning to the one Net economy."
Prior to awarding this support business to Sento, it was measured
in several areas to insure the highest level of expertise in Novell products, minimal response
time, as well as a high level of customer satisfaction. As part of the expanded agreement,
Sento must meet rigorous guidelines for maintaining customer satisfaction while minimizing
customer down time. The new agreement does not cover Novell contracted support.
Sento, who offers Novell CNE and CNA training to all employees,
brings to Novell knowledgeable technicians who will be able to handle the additional volume
effectively. Sento's employee training is one of the key factors in the Company's low attrition
rates.
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