LANDESK CUSTOMER SUPPORT SERVICES
Avocent's LANDesk division is moving to an entitlement-based support system that offers customers a range of service and support options designed to meet their operational requirements. The levels of the program have been structured to ensure customers receive the service they need and deserve. The new support programs will begin on August 1, 2009. Existing support program details (PMA's and EMA's) can be found under "Expiring Support Programs" in the right column.
Beginning August 1, 2009, customers who purchase a LANDesk entitlement-based maintenance program are awarded "points" according to the level of their investment. The accumulation of points, at initial purchase and throughout the year, determines the level of support for which a customer is automatically qualified. Points expire when the maintenance contract concludes and the renewal process results in new points being issued. The number of points a customer has been awarded is easily tracked by logging into the Smart Self-Service Portal in the LANDesk Community.
Four levels of support are available: Base, Professional, Enterprise, and Enterprise Plus. All support levels include software upgrade protection, proactive technical support updates via email or RSS feeds, and access to the LANDesk Community.
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