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Cyberoam Launches Global Support Management Center
By
ChannelTimes Staff
Mumbai, Jun 09, 2008 1101 hrs IST
Cyberoam, Identity-based Unified Threat Management (UTM) solution, has launched the Global Support Management Center (GSMC) at its corporate headquarter in Ahmedabad. The center will provide support services for its global database of customers and help partners rapidly scale its support capabilities in step with the growth of their customer-base.
Cyberoam's appliances provide complete range of security features like stateful inspection firewall, VPN, gateway anti-virus, gateway anti-spyware, gateway anti-spam, Intrusion Prevention System, URL/web content, and many more.
The GSMC is an in-house support center catering to the support needs of customers and partners by providing timely and accurate support at the highest levels of quality and responsiveness.
The GSMC holds a multi-tier team structure for escalation. Customer query escalation based on priority ensures that the response time is minimal, status of unresolved issues is notified, and problems escalated to the right engineers. Apart from this, GSMC also consists of a deployment team that offers remote deployment services in case of CR25i and CR50i installations.
It also has a customer feedback provision for every issue that can be incorporated for enhanced functioning of GSMC. Also, through incident recording, trend analysis and root cause analysis, GSMC works towards resolving issues permanently.
Tushar Sighat, VP - Operations, Cyberoam said, "We've not only designed our support services to keep customer security infrastructure current, but to also react swiftly to any problem that may occur. Moreover, Channel driven companies such as Cyberoam are increasingly focusing on bolstering support capabilities in-line with customer growth. GSMC has a customer centric approach to solve support issues while drastically improving the service experience for our customers."
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Truly innovative. |
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- Uduak Etuk,
Xousene Technol, Uyo, Akwa Ibom State
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