Help AG, attained the the BlueTouch support partner status from Blue Coat, which will allow the company to offer 24×7 L 1 and L 2 technical support to customers of Blue Coat in the region.
The new move strengthens the eight year partnership between Help AG and Blue Coat. After acquiring all the stringent support-readiness and training requirements Help AG will now be the primary support contact for all the Blue Coat customers in the region.
Customers can avail of support via a comprehensive set of communications channels and are also provided access to a fully automated web-based support system.
“We remain committed to addressing the complete life-cycle of our vendors’ solutions. Our post-implementation service excellence has helped us establish long standing relationships with key enterprise and public sector customers in the Middle East who look to us as their trusted advisor and support partner,” said Stephan Berner, Managing Director at Help AG. “Achieving the BlueTouch partner qualification enables us to extend the same quality of expertise, reliability and availability that we deliver for other key vendor partners, across the entire spectrum of our Blue Coat solutions portfolio.”
Besides L1 and L2 support, Help AG will be able to extend a number of additional benefits to the customers such as rapid alerts on new hardware and software upgrades, version releases and hot fixes on Blue Coat products and will act as the single point of contact for all Blue Coat product related issues, thereby reducing customer frustration and time to resolution.
The company will also maintain a fully equipped lab environment where all customer issues can be replicated, analysed and resolved. In extreme cases where Help AG has to escalate the customer’s request, it will enjoy accelerated access to senior Blue Coat support staff.
