SunSoft expands support services for Solaris x86 and INTERACTIVE UNIX customers; Bell Atlantic Business Systems Services and SunService selected to support installation and configuration services for SunSoft customers

Business Wire, March 28, 1995

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--March 28, 1995--SunSoft, Inc., today announced several new support programs designed to provide Solaris(R) x86 and INTERACTIVE UNIX(R) customers with responsive, high-quality level services.

The new support programs include outsourcing agreements with two major service providers, and a new 800-number that consolidates all SunSoft product support services under one toll free number. SunSoft's collaborative effort with these service providers for the Solaris x86 and INTERACTIVE UNIX installation support programs reinforces the company's commitment to delivering world class services to its customers.

After undergoing an extensive selection process, SunSoft has named SunService(sm), the service division of Sun Microsystems(R), Inc., and Bell Atlantic Business Systems Services, (existing members of SunSoft's network of Authorized Service Providers) to handle installation and configuration support for its Solaris x86 and INTERACTIVE UNIX products, respectively. Both companies will now increase their focus on specific software products and services. In this new sub-contracting arrangement, they will fulfill SunSoft's free installation support. SunSoft is one of the only major software vendors offering free installation and configuration support for the life of its operating system products.

"SunSoft is partnering with Bell Atlantic Business Systems Services and SunService in order to broaden our reach while continuing to provide the high-quality support services our customers expect," said Michael Bellissimo, education and support manager, worldwide SunSoft support services. "These two companies have considerable experience with call handling and remote technical support issues. Bell Atlantic Business Systems Services' previous experience in supporting operating systems on the Intel(R) platform makes them particularly well-suited for INTERACTIVE UNIX. SunService will leverage its years of UNIX expertise supporting Solaris for SPARC(R) and x86 for the growing number of Solaris users on x86 platforms."

Outsourced Services

Bell Atlantic Business Systems Services and SunService have each developed high-quality call handling operations, large call centers and extensive remote help desk capabilities. Both companies are well-established service providers.

"Bell Atlantic Business Systems Services views remote telephone support as one of the fastest growing areas of the IT industry," said Jim Howard, director of desktop services, Bell Atlantic Business Systems Services. "We have more than 700 technical support representatives who handle over 40,000 help desk calls per week. While we already provide a full range of services for all SunSoft products, the specific INTERACTIVE UNIX installation and configuration program allows us to focus on our expertise in professional services. We believe our strength in servicing and supporting UNIX operating systems will continue to be critical to our customers in coming years."

"SunService is the industry leading UNIX workstation support organization with over 13 years of dedicated UNIX experience," said Alistair Skinner, SunService director for the North American Solution Center. "We provide support to customers and resellers for all Sun products, 24 hours a day. Employing advanced service technologies such as Sun NetRequest(SM) Service and SunSolve(TM) via the Internet, we are well positioned to add x86 installation and configuration support to our portfolio of SunSpectrum(SM) system support services."

Customers who want Solaris x86 or INTERACTIVE UNIX installation service can call a single-source SunSoft 800 number and their calls will be directed to the appropriate service provider. Customers who have other support contracts with Bell Atlantic Business Systems Services or SunService should continue to call each companies' individual 800 number for service.

New 800 Number: 1-800-SUNSOFT

SunSoft also announced a new 800-number for product support that consolidates all SunSoft telephone support services into a single easy-to-use number: 1-800-SUNSOFT. The new 800-number offers several levels of SunSoft support including 24-hour services through an automated phone menu system, fax-back capabilities, and live technical support during business hours.

The automated fax-back mechanism sends out hard copy responses to more than 100 of the most commonly asked questions as well as product compatibility lists. Other marketing services available include lists of Authorized Service Providers and Authorized Education Centers, product literature and upgrade information. Product and service information is updated continuously by SunSoft to reflect changing features, product updates, and new prices.

"This new 800-number gives our customers true one-stop shopping for SunSoft support services and educational products," said Michael Bellissimo, education and support manager, worldwide SunSoft support services. "Previously, each SunSoft service product or program had its own support number, so customers with multiple products had to call a different number for each inquiry. Now we provide a single source of entry for all SunSoft service products and programs. Using the new 800-number, customers can get service product information, obtain technical services and even buy service products over the phone with a single call. It's just one more way that we're getting closer to our customers."