Novell Selects Bomgar for Online Customer Support Initiative

Summary: Web-based Product Support Speeds Incident Resolution, Improves Customer Satisfaction

RIDGELAND, Miss. - April 2, 2008 - Bomgar Corporation announced today that its remote desktop access appliance will provide a key component for supporting Novell's Volume License Agreement (VLA) maintenance program. The new VLA maintenance program provides Novell's customers with unlimited access to technical assistance and product support via Novell Technical Services Online. Using Bomgar's software, the support engineers within the Novell Technical Services team provide the company's extensive customer base with instant troubleshooting and assistance regardless of location, time zone, Internet connection speed or operating platform. This service is currently available to all registered Novell customers and will officially launch on May 1, 2008.

"High quality service and versatile support options are two of the most important considerations for today's enterprises when they evaluate products," said Matt Healey, Senior Analyst with IDC. "Adding online and remote support capabilities is a great way for technology vendors to create flexible support packages and improve the customer's overall experience."

Novell's technical services team provides 24/7 support for the company's entire product line. To handle increased service request volume from the introduction of the VLA maintenance program, the support team created Novell Technical Services Online, an Internet-based support system. With this system, customers register themselves and their products and can later log in to the Novell Customer Center eService Portal to receive on-the-spot assistance when they need it.

In order to provide instantaneous support to all customers around the globe, Novell needed a help desk support solution that could support a wide variety of operating platforms - including SUSE Linux Enterprise - Internet connections and machines. After evaluating several products, Novell deployed Bomgar's remote desktop access appliance, the Bomgar Box. With Bomgar's software at the heart of its online services center, Novell was able to easily virtualize its help desk support staff into product or specialty areas. When registered customers use the online eService Portal to manage their service request using the 'chat' option, they are instantly connected to the correct queue for their product.

"Integrating Bomgar into our service center gives us the ability to support all customers quickly and effectively. By routing inquiries to the correct support team from the onset, we eliminate hours of time switching the customer back and forth between service representatives," said Mike Lyons, Vice President of Novell Global Support. "Bomgar also provides our representatives a first-person view of the customer's screen and the issues they are experiencing, making diagnosing and resolving the problem much faster. Spending less time on the phone for support, in addition to providing improved time to resolution, improves overall customer satisfaction."

For more information on Novell's various support options, including the new VLA program, visit http://support.novell.com/support_options.html.

Multimedia Links:
- For information and photos, go to the Bomgar Press Kit
- To see Novell's solution in action, view the Novell Technical Services Online Demo
- Visit the Bomgar Blog for more information on Novell's Online Customer Support Initiative

Bomgar is the worldwide leader in secure, appliance-based remote support. The company’s award winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Mac, Linux, BlackBerry and Windows Mobile smartphones plus all versions of Windows. Over 5,000 leading companies around the world have deployed Bomgar’s enterprise-class solutions to transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is a privately-held company headquartered in Ridgeland, Mississippi with offices in Atlanta, San Francisco, Washington DC, Paris and London. In 2009, Bomgar was named one of the 500 fastest-growing companies in the US by Inc. Magazine.

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