IRVINE, Calif., May 24, 2005 (PRIMEZONE) -- Vision Solutions, the industry standard in eServer High Availability today announced a new and expanded set of offerings to their SCP Industry Best Practices certified CustomerCare support center. This innovative new program gives U.S. customers multiple options for tailoring the level of services they need to meet their unique requirements, complement their in-house IT capabilities and optimize the value of their support budget. Vision Solutions is the only high availability provider with a Support Center that has achieved the SCP certification.
The new services provide a range of support plans with varying levels of proactive services and comprehensive high availability site management offerings. Regardless of the options selected, all clients receive dedicated attention from a team of experts who understand their business. Each plan provides 24x7 live telephone access to CustomerCare and eSupport, Real-Time call handling for all severities, software updates and enhancements, annual health checks and Role Swap Upgrade Assistance.
"Customers want more than just maintenance," said Pete Robie, vice president of CustomerCare for Vision. "We realize that no two customers have the exact same requirements and need flexibility and choice. Therefore, we surveyed our customers and developed new support plans based on what they told us was most important: Optimal protection against downtime, responsiveness, fast resolution times and the ability to fully leverage their investment in our applications."
Vision's new CustomerCare offerings consist of the following levels:
Support Plus -- Designed for organizations that have steady levels of activity, both in customer demand and workload, SupportPlus offers more than a typical software maintenance plan. As the core component of all CustomerCare Support Plans, the SupportPlus plan offers: 24x7 live telephone access to Customer Care and eSupport, Real-time call handling for all severities, software updates and enhancements, annual health checks, pre-role swap validation, role swap and upgrade assistance and Advanced Service Pack proactive notification.
Enterprise -- Most appropriate for companies whose operations are made more complex by changing requirements. Enterprise offers faster response times and resolution. In addition to SupportPlus services, Enterprise offers: Faster response times, a priority response team, onsite health check, bundled professional services and bundled educational services.
Advanced Enterprise -- Designed for clients that need the highest level of personalized service because of demanding business requirements, Advanced Enterprise is our most comprehensive service. For businesses where operations and profitability depend on availability, Advanced Enterprise is the plan for them and offers: client technical and executive advocates, an annual briefing with Vision Solutions' engineering, remote consulting sessions and annual availability operations handbook updates.
For more information on Vision Solutions' CustomerCare offerings, visit www.visionsolutions.com
About Support Center Practices (SCP) Certification
The world's leading service and support providers use the Support Center Practices (SCP) Certification program as a roadmap for service excellence and a qualitative and quantitative measure of success. As the program administrator and auditor, Service Strategies Corporation applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement. For more information, visit www.servicestrategies.com, email info@servicestrategies.com, or call 858.674.4864, toll free in North America 800.552.3058. For more information about SCP Certification visit www.scpcertification.com.
About Vision Solutions
Vision Solutions, headquartered in Irvine, CA, is the industry standard in eServer High Availability providing software, services and support solutions for managing a company's mission-critical applications and data. With more than 1,850 customers and 11,000 licenses around the world, the company works closely with a worldwide network of channel partners supporting virtually every industry with its world-class solutions: Visualize(tm), Vision Suite(r), ORION(tm) and ORION Integrator. Vision Solutions is an IBM Premier Business Partner and an IBM High Availability Business Partner. Vision Solutions is a member of the publicly traded IDION group of companies (JSE:IDI). For more information on Vision Solutions, please visit the company's website at www.visionsolutions.com.