Novell, the leading provider of Net services software, today announced the availability of the newly revised Premium Service programme to customers in Europe, Middle East and Africa (EMEA).
Novell EMEA has already witnessed strong growth in this area of Novell`s services portfolio with a 42% increase year on year FY1999 to FY2000. To add to additional value to large enterprise customers, Novell has introduced a five-level Premium Service programme to provide the highest level of customised software support ever.
The complete overhaul of the Premium Service programme will address specific customer needs and improve service offerings. It brings to the table greater flexibility for enterprise customers to select the right service options to meet specific needs.
"Premium Service provides the best level of support available to Novell`s customers. With the new enhancements customers can enjoy even more personalised and accessible relationship with Novell`s most experienced support engineers and can feel assured by the security that comes with a customised, long-term relationship," said Mike Lyons, vice president and general manager, Novell Customer Services. "We are confident that this will strengthen our enterprise customers` ability to manage their networks and successfully accelerate e-business transformations."
Newly enhanced Premium Service will deliver even faster, more predictable response times, offer skilled technical support engineers, and provide valuable support tools and training opportunities. Each Premium support package will be graded by response time, so the higher the service level, the faster the response. This means that customers will be able to purchase the package based on the ideal response time needed to run their business and the degree of resource allocation they require. A customer with Premium 5000 service will therefore receive a response from a Novell engineer within 30 minutes during business hours, while a Premium 1000 client will receive a response within eight hours.
As part of the programme, Premium Service customers will also benefit from a simplified program structure - Novell has made it easy to customise and enhance customer Premium Service agreement with several features available separately. Additional options include on-site technical support, scheduled standby support, proactive analysis team visits and individual LogicSource CD-ROMs.
Depending on the level of service selected, the following are the benefits available:
24-hour service, seven-days-a-week
Access to a service account manager
Access to a primary support engineer
Access to a dedicated support engineer
Novell user conference passes (BrainShare)
Existing Premium Service customers will continue to receive support under their existing agreement, and have the option to purchase the current optional services until it expires. At that time, customers will renew to one of the new Premium Service programmes.
For more information, visit our Web site at http://www.novell.com/services/premium/ or to purchase a support contract please contact your Novell Sales Representative.
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Novell, Inc. is a leading provider of Net services software that secures and powers all types of networks-intranets, the Internet and extranets; corporate and public; wired to wireless-as one Net, across leading operating systems.
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