WALTHAM, Mass., Jan. 19, 2011 /PRNewswire/ -- Novell, the leader
in intelligent workload management, today announced it continues to
gain recognition for superior customer support. Independent firm
Lighthouse Research & Development recently compared Linux
technical support providers and found enterprises using Novell's
Linux support continue to report higher levels of satisfaction than
customers using Linux support from Red Hat and Oracle. These
results are consistent with a similar study conducted by Lighthouse
Research in 2007. In addition, for the fourth year in a row, the
Association of Support Professionals has named Novell a "Best Web
Support" winner. Whether they receive their support in the field,
by phone or over the web, customers using SUSE Linux Enterprise
benefit from the best-supported enterprise Linux platform in the
market, which enables them to drive growth and ensure business
continuity.
The study by Lighthouse R&D published in 2010 gathered the
opinions of technical personnel at companies who have used Linux
support services provided by Novell, Oracle or Red Hat within the
past 12 months. Lighthouse reported that the percentage of users
rating Novell's Linux support a seven or higher (on a 10-point
scale) was 71 percent, compared to 65 percent for Oracle users and
61 percent for Red Hat users. For mixed-platform environments, the
differences were even more pronounced, with Novell being rated
seven or higher by 70 percent of respondents, compared to a mere 44
percent for Oracle and 59 percent for Red Hat. Interviewees noted
that Novell technical support personnel are highly knowledgeable
and experienced and Novell stands out among vendors in the area of
interoperability and mixed-platform support. They expressed
satisfaction with the way Novell acknowledges and helps to fix
integration problems.
"There are going to be obstacles with any large-scale
implementation," said Paul Lewin,
chief information officer at the Colorado Department of
Corrections. "However, the sign of a true partner is demonstrated
first in the products they provide, and then in the services they
offer. A timely and accurate resolution can be as important as the
end result. As a Novell customer, it has been my experience that
the company's technical support and services organization is one of
the best. They are knowledgeable and helpful in ensuring we're
leveraging our technology assets to the best of our ability."
Furthermore, the Association of Service Professionals recently
named Novell one of the top 10 companies for best web support in
2010. Novell joined other leading vendors, including CheckPoint
Software Technologies, Cisco Systems, IBM, Juniper Networks and
Microsoft, who were recognized for excellence in online support.
Winners were selected based on 25 separate performance criteria
covering usability, design and navigation, knowledgebase and search
implementation, interactive features and overall customer
experience.
"We offer comprehensive technology solutions encompassing
server, storage, software, application solutions and services,"
said Dan Grow, Global Software
alliance manager at OnX Enterprise Solutions. "We partner with
Novell because not only do they offer the most complete, fully
functional Linux operating system available, but their depth of
Linux expertise and responsiveness also ensure we can deliver
high-quality support to our customers. They trust that we will
bring them the best, and Novell is able to exceed our high
expectations for knowledge, problem solving ability and
versatility, at every stage of deployment."
Markus Rex, senior vice president
and general manager of Open Platform Solutions at Novell, said,
"Novell is an innovative company that continues to offer the best
products and services available to its customers and partners. We
are proud of our technical support organization for maintaining an
obsessive focus on customer and partner success that has led to
industry-leading benchmarks and numerous awards for
excellence."
About Novell
Novell, Inc. (Nasdaq: NOVL), a leader in intelligent workload
management, helps organizations securely deliver and manage
computing services across physical, virtual and cloud computing
environments. We help customers reduce the cost, complexity and
risk associated with their IT systems through our solutions for
identity and security, systems management, collaboration and
Linux-based operating platforms. With our infrastructure software
and ecosystem of partnerships, Novell integrates mixed IT
environments, allowing people and technology to work as one. For
more information, visit www.novell.com.
Novell and SUSE are registered trademarks of Novell Inc. in
the U.S. and other countries. *All third-party trademarks are the
property of their respective owners.
SOURCE Novell