| 1. |
Great Plains Taps The Web To Deliver Product Support (3 Pages)
by L. Talarico
Dec 5, 2000
Abstract : Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of service while increasing Great Plainsﾒ operational efficiency. Hereﾒs how Great Plains uses the web to augment its technical support services.
Type: Article
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| 2. |
Minimizing The Total Cost of Technical Support for Enterprise Applications (3 Pages)
by David Bourque
Nov 20, 2006
Abstract : Many organizations don't follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution's total cost of ownership.
Type: Article
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| 3. |
How One Vendor Addresses Support and Maintenance Issues (2 Pages)
by P.J. Jakovljevic
Apr 27, 2007
Abstract : SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available.
Type: Article
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| 4. |
Is There a Street Corner for a Vendor-neutral Third Party Support and Maintenance Provider? (3 Pages)
by P.J. Jakovljevic
Apr 20, 2007
Abstract : Although Rimini Street's client base is still budding, the third party provider of support and maintenance has been quite bullish, owing to the accelerating demand for its service lines; healthy win ratios; and solid execution of its aggressive business plan.
Type: Article
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| 5. |
Support for Old Releases-Good for the User but Is It Good for the Vendor? (4 Pages)
by Olin Thompson & P.J. Jakovljevic
Dec 17, 2003
Abstract : The decision to support older releases is like any other business decision, it is all about the money and profitability. If the vendor can make money at providing support for older releases, it is good business for the vendor. The decision may be sugar-coated with pronouncements about doing what is good for the customer, but both the vendor and the customers know that the first consideration must be the money.
Type: Article
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| 6. |
No Yawn Intended: Enterprise Applications Giant Introduces a Mid-tier Support Choice (4 Pages)
by P.J. Jakovljevic
May 9, 2006
Abstract : Many market observers might yawn at SAP's recent Premium Support announcement, but users increasingly appreciate more choice and certainty, and may take notice of what the market leader is trying to do with this middle-of-the-road support option.
Type: Article
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| 7. |
What Is the Value Proposition of Support and Maintenance? (6 Pages)
by P.J. Jakovljevic
Apr 2, 2007
Abstract : Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization, interoperability, and performance support. Yet despite this fact, most vendors continue to offer the same one-size-fits-all models of support.
Type: Article
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| 8. |
Informatica Goes Multinational With Support for Unicode (3 Pages)
by M. Reed
Mar 15, 2000
Abstract : Informatica Corporation (Nasdaq: INFA) announced products that enable resellers and distributors around the world to convert Informatica software to any major language for resale in their local markets.
Type: Article
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| 9. |
Compaq Partners with Red Hat in Linux Support Deal (3 Pages)
by R. Krause
Oct 20, 1999
Abstract : Compaq Computer Corp. and Red Hat, Inc. announced that Compaq will provide call center support for the Red Hat Linux operating system.
Type: Article
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