Channel partners will be able to offer a premium service customer support programme as Novell launches a revised scheme to deliver value in the UK. The five tier premium service programme will provide the highest level of customised software support, Novell claimed.
Peter Joseph, director of corporate strategy, Novell Emea said: "We are always looking at ways in which we can offer more support to our customers and the overhaul of the premium service programme addresses specific customer needs and improves service offerings.
"We found that the number one issue people faced was response time. This programme enables customers to choose a service level agreement with a response time suitable for their business."
Each premium support package is graded by a response time, with the premium 5000 service bringing a Novell engineer within 30 minutes during business hours, while a premium 1000 client will receive a response within eight hours.
Director of channel marketing at Novell, Johan Rosius, confirmed that resellers would be able to offer all the premium services and believed that as a first point of call, resellers would be able to better advise its customers about which agreement was suitable for them.
"The message to resellers is that you have a choice of programmes to offer customers, but let Novell focus on the hard stuff that impacts service levels," he added.
The benefits of the newly revised programme were summed up by Joseph as being simplicity of product. It was designed to make it easier for the customer to choose the right level of support and also give resellers the authority to sell the same range of offerings as Novell.
But he stressed the importance of the new programme was about being "much more service orientated than incident orientated".