From the Wires
Red Hat Expands Product-Specific Technical Support Offerings
By: Business Wire
Feb. 7, 2013 08:08 AM
Red Hat, Inc. (NYSE: RHT), the world’s leading provider of open source solutions, today announced that it has expanded the support offerings available to its enterprise customers with an extension of its Technical Account Management Services portfolio. Red Hat now offers Technical Account Management Services focused on cloud computing, virtualization and storage to meet customer needs.
The Red Hat Technical Account Management (TAM) Services portfolio consists of access to a designated senior technical resource who works collaboratively with customers to help them realize optimal performance and growth. TAMs are dedicated to helping customers maximize their investment in Red Hat solutions by providing proactive guidance and personalized support with strategic and operational planning sessions.
Red Hat first established its TAM program in 2001 and has, to date, offered TAMs focused on platform and middleware deployments. As Red Hat’s product portfolio has expanded to include cloud, virtualization and storage solutions, Red Hat customers have naturally shown a need for experts in additional product focus areas.
Red Hat’s Global Support Services organization has been honored with several accolades in recent years. The Red Hat Customer Portal was recognized by the Association of Support Professionals (ASP) as one of the Top Web Support Sites in 2011 and 2012. The Red Hat Global Support Services team was also named a Leader In Support Excellence in the HDI Team Excellence Awards in 2011 and was identified as a Top Performer in Enterprise Software Support Services in 2012 by the IDC Customer Satisfaction Study.1
Cloud, virtualization and storage TAM Services are now globally available for any subscribing Red Hat customer.
Marco Bill-Peter, vice president, Global Support Services, Red Hat
“We’re excited to expand our TAM portfolio today to stay in close alignment with Red Hat’s evolving multi-product strategy. We’ve heard from our customers that they truly value the technical expertise available through our TAM resources and we’ve had requests for this level of support in the cloud, virtualization and storage spaces. We’re pleased to be able to deliver in response to customer interest today.”
Elaina Stergiades, research manager, Software Support Services, IDC
“IDC research consistently shows that Technical Account Managers are highly valued by resource-strapped IT organizations struggling to maximize system performance and availability for demanding end-user customers. In a recent IDC study, Red Hat was identified as a top performer in customer satisfaction across TAM services, particularly for delivering onsite support and for diagnosing and resolving high severity issues. TAMs with a specific focus on these new technologies can help IT professionals looking for specialized support services in increasingly complex IT environments.”
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About Red Hat, Inc.
Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, and open source communities, Red Hat helps create relevant, innovative technologies that liberate resources for growth and prepare customers for the future of IT. Learn more at http://www.redhat.com.
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1 IDC Multi-Client Study: Enterprise Software Support Services: Utilization and Satisfaction Study, May 2012
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