HA solutions provider Maximum Availability has declared a policy of "customer service first" as it evaluates its position in the competitive HA marketplace and sifts through positive feedback to its newest major product release,*noMAX Version 5: Release 1.
Organizations expect HA software providers not only to supply world-class functionality that will evolve with their business, but also demand the assurance of stability and continuity in terms of ongoing service and support, said the firm's Vice President of Services, Daniel Pettengell.
"We are observing a trend in the market where companies dealing with the realities of a 24x7 business, and an increasing array of business continuity threats, recognize that HA is a specialized domain that cannot be compromised in terms of the quality of support they receive from their vendors post-implementation," says Pettengell
"Many of these businesses may lack certain skills or resources to manage their environments and therefore look to their application providers to do more to support, not only their HA solutions, but the wider technical environments as well," he said.
Pettengell said that Maximum Availability's ongoing commitment to put the customer first in terms of delivering the technical support required anywhere in the world when it is needed is reflected in a number of key areas.
"Maximum Availability stands by the projects it delivers by providing a warranty on the overall *noMAX solution. This is underpinned by maintaining an ongoing quality improvement program across all service delivery functions," Pettengell said.
"The recent introduction of the *noMAX Assure service delivery framework has been an important step in this regard, as it provides a proven and structured approach for managing the implementation of *noMAX solutions in a reliable, and consistent way," he said.
In addition, Maximum Availability maintains a comprehensive technical certification program for Business Partners who wish to implement and support *noMAX products.
"Our *noMAX Implementation Partners are required to complete an intensive certification process designed to teach the skills and competencies necessary to comprehensively understand the HA environment and successfully deliver the *noMAX product. This means customers can enjoy a high level of confidence in, not only the *noMAX solution, but also in its efficient and professional deployment," said Pettengell.
To further enhance Maximum Availability's customer service and support on a global basis, the company has also significantly upgraded its online support extranet for both its customers and Business Partners.
"The *noMAX extranet site provides a self-service environment where technical reference information and the latest software releases can be easily accessed and downloaded. The *noMAX extranet delivers a secure platform for simplifying everyday support activities by connecting people with the information and expertise they need," said Pettengell.
He noted that ultimately, no matter which HA providers the customer is evaluating, he will place significant weight when making a choice on the support he needs and can obtain from the solution provider.
"Demonstrating the product's core functionality is clearly an imperative, but it goes hand-in-hand with demonstrating an ability to successfully install the solution in our customers' environments and being able to prove that it will perform as they require."
Maximum Availability's continued drive to focus on post-sales service and support is the reason it thrives amid the "price-war-induced turmoil" in the HA industry, he said. "We will continue down this path as it is our firm belief that customer satisfaction is borne out of an ongoing process of delivering quality support that goes far beyond the initial implementation phase," said Pettengell.
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