Increasing service levels and a growing confidence in local IT service providers will likely see more international vendors looking to enable local companies to fulfil many components of support, from warranty to contract services in a joint model.
"Sun Microsystems` announcement that client support is now being delivered by Sun accredited resellers with its Resort Model, is an example of vendors looking to local companies to participate in client support, using the resources of both organisations," says Tony Rall, senior sales manager at Business Connexion.
"By accrediting partners such as Business Connexion, Sun platforms are made available to a larger segment of the market, and the services delivered around the product can be tailored to suit individual business needs," explains Rall.
"Our co-operative delivery programmes are in line with our drive towards more proactively managed services, such as patch management, automation, proactive tools and recovery procedures. Our partners benefit from being more involved in the account, ultimately boosting the client`s experience," says Chris van Niekerk, Sun Microsystems SA Support Services Manager.
Sun`s announcement places its partners in a position to offer a one-stop-shop for architectural design, supply, installation and maintenance of Sun products, in co-operation with Sun.
"Supporting clients from end to end requires a huge infrastructure," says Rall. "It clearly makes business sense for Sun to use its channel where resellers have the depth of skill and can benefit from economies of scale."
Following the announcement, Sun Microsystems and Business Connexion have established a close-knit local unit, the world-class Sun Reseller Support team. "We can draw on additional international support from Sun where required for all Sun installations maintained by Business Connexion, thus offering clients best of breed support as required," says Rall.
"This includes 24x7 access to the Sun spares warehouse, which remains the direct responsibility of Sun, as well as a 24x7 Service Management Centre that co-ordinates top-level Business Connexion Sun Microsystems experts."
Rall says in order to maintain service levels and to enable limited down time, Business Connexion engineers are installing a 24x7 `phone home` maintenance facility called Pertrack on all Sun servers. This powerful monitoring tool flags problems early on usually before clients even know there is a problem.
"The move will help reduce the risk associated with complex implementations. The move by Sun is a reflection of what we see will be happening in the future. SA has some of the best skills in the world, and vendors are seeing clear business benefits of using these skills to their own advantage," concludes Rall.
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