Microsoft South Africa has increased its channel support base with the appointment of three new partners. The move makes it easier to install and run Microsoft products, allowing small and medium companies to afford a wider choice of quality support and services. Seattle Solutions has been appointed a Microsoft Recommended Support Point (RSP), while TCO Integrators (Pty) Ltd and Siltek Systems & Integration have been appointed as Authorised Support Centres (ASCs).
RSPs provide the expertise
As an RSP, Seattle Solutions will provide a wide range of support services for all Microsoft products, including on-site and multi-vendor support. The minimum qualification for an RSP is to have two Microsoft Certified Support Personnel, one of whom must be available telephonically during normal business hours. In addition, a RSP will only support registered users, charge for the support they provide, and have a priority escalation path to Microsoft, due to the priority support received.
All customers can look forward to quick turnaround on their queries, since an RSP has to commit to a minimum response time of four hours. Should any questions arise from previous problems, customers are assured of an accurate call logging system, which tracks each type of query, duration of the call and the turnaround time to solve the problem. This means better support for the customer, as the RSP has a reliable system to log the history of their relationship.
"The Microsoft RSP programme is designed to support small and medium enterprises. If there are resellers that do not have a support function, then RSPs are an ideal vehicle for them to use for their customers. If small and medium businesses don`t have support staff they can also make use of RSPs to look after their businesses.," says Maureen van Jaarsveldt, channel director at Microsoft South Africa. "Microsoft chose Seattle Solutions to be a RSP, for their excellent customer focused service skills and expertise in support."
ASCs provide quality support
Microsoft Authorised Support Centres provide a comprehensive range of high quality, integrated support services for organisations using Microsoft software. In addition to supporting Microsoft software, ASCs provide service for a wide range of third party products including hardware, networking and other software products. Together, ASCs and Microsoft provide a greater service and more support options than either could provide separately. Most importantly, ASCs receive constant backing from Microsoft, ensuring that customer support requirements are always fulfilled.
Newly appointed ASCs, TCO Integrators (Pty) Ltd and Siltek Systems & Integration have had to meet stringent Microsoft standards for education, service management, multi-vendor expertise and customer satisfaction. Including a staff of Microsoft Certified Systems Engineers, they are among the most highly qualified support providers available. ASCs are continually evaluated according specific standards. They must demonstrate defined levels of service quality including problem-replication facilities, 24 hour, seven day a week availability, remote diagnostic capabilities, on-site support, and other proactive services.
"Microsoft provides ASCs with around-the-clock mission-critical support. Engineers receive training and skills development directly from Microsoft," says van Jaarsveldt. "All ASCs have access to the same technical information on Microsoft products, technologies, and support tools as Microsoft`s own engineers do - to acquire specialised work experience."
"Our products are designed to effectively meet business demands, yet many organisations do not fully exploit the potential of the technology. Microsoft is committed to making support avenues available and accessible to its customers through the appointment of ASCs and RSPs," concludes van Jaarsvedlt.
If you are interested in viewing more information on Microsoft support partners please visit: http://www.microsoft.com/southafrica/support/
Please call 445 0000 for your free copy of the Microsoft Certified Solution Provider Skills Profile brochure.
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Microsoft
Founded in 1975, Microsoft is the worldwide leader in software for personal computers. The company offers a wide range of products and services for business and personal use; each designed with the mission of making it easier and more enjoyable for people to take advantage of the full power of personal computing every day. Microsoft South Africa was launched in January 1993 in Johannesburg and now has sales offices in Durban and Cape Town.
If you are interested in viewing additional information on Microsoft, please visit the Microsoft Web page at www.microsoft.com and the Microsoft South Africa home page at www.microsoft.com/southafrica
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