Microsoft, Digital and Hewlett-Packard, as suspected, are collaborating on combined support for NT enterprise customers with a jointly delivered, package of multivendor services.
Modelled on Microsoft's Premier Support service, customers receive 24 x seven support from Digital or HP on up to 75 support incidents per year across a portfolio of multivendor products.
Technical account managers from Digital or HP will oversee direct support, and where necessary, problems can be escalated to Microsoft engineers. Deborah Willingham, vice president of Microsoft?s enterprise customer unit claims: ?NT is rapidly becoming the platform of choice for corporate computing, and this authorised support defines a new model for the industry.?
Authorised Support consists of three tranches. It provides technical account management to help anticipate problems before they occur and help reduce overall support costs.
Secondly, there is a Premier Servicedesk, a private Web site featuring weekly product and support news, along with problem alerts, customer-to-customer forums and hot-fixes.
Thirdly, Technet is a CD-Rom service which, Microsoft claims, will reduce support calls by over 60 per cent.
The service is available in Europe from early next year but no pricing details yet. In the US, it is available immediately, starting at around $30,000.
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