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VERITAS DirectAssist Streamlines Technical Support: Case Closed

  • 06 May, 2004 10:52

<p>For Immediate Release</p>
<p>VERITAS DirectAssist Streamlines Technical Support: Case Closed</p>
<p>Self-Service or Assisted-Service: customers save time and money with innovative support tool</p>
<p>LAS VEGAS – VERITAS VISIONTM 2004 – May 6, 2004 – VERITAS Software Corporation (Nasdaq: VRTSE) today enhanced its global services technical support offerings with the addition of VERITAS DirectAssist, a free software client download that enables users of VERITAS Backup ExecTM for Windows to troubleshoot and analyze their VERITAS environments, create profiles, identify and fix problems and rapidly escalate technical support cases without picking up the phone or being distracted from their daily responsibilities. With an intuitive graphical user interface, DirectAssist empowers users to pinpoint and resolve problems faster, leading to increased systems availability, cost savings and higher levels of customer satisfaction.</p>
<p>With more than one million VERITAS Backup Exec for Windows customers around the world today, self-service support is rapidly becoming an integral component in VERITAS’ overall portfolio of global services offerings. Through the innovative use of technologies such as DirectAssist, customers receive the support that they need on the terms that they expect. Self-service and assisted-service offerings empower customers and ensure that VERITAS can deliver the highest levels of support possible to a continually growing base of customers.</p>
<p>“DirectAssist optimizes the customer support experience and ensures higher availability of critical IT systems protected by Backup Exec for Windows,” said Michael Wentz, senior vice president, technical services, VERITAS Software. “Through the innovative use of secure, advanced telemetry gathering technologies, DirectAssist provides a framework for users to send critical environmental, hardware and systems information to VERITAS technical support engineers, which results in more accurate and precise problem diagnosis and faster resolution.”</p>
<p>Five Steps to Self-Service Satisfaction
By following five easy steps, DirectAssist users can pinpoint and resolve technical support issues:
Users download and install the VERITAS DirectAssist software client onto their system.
Users run a series of self-help diagnostic scripts to analyze their Backup Exec installation and examine their Microsoft SQL and Exchange environments, creating a profile along the way.
Users submit their profile to VERITAS via a secure 128-bit encrypted SSL connection, and recommendations are transmitted back. In many cases users make the recommended changes and their problems are resolved.
In the event that the problem is not resolved, users escalate their case, with just a few keystrokes, directly to VERITAS technical support for further assistance.
When a user escalates a case, key diagnostic information is automatically transmitted to VERITAS technical support, providing the support engineers with all system and environmental information necessary to accurately diagnose and resolve the problem. Users maintain real-time access to case status via e-mail and alert messages.</p>
<p>Going forward, VERITAS DirectAssist will support the entire VERITAS product portfolio, including all versions of UNIX and Linux products. And to further improve customer satisfaction, DirectAssist will transition from a locally installed software client to a Web-based application that can be utilized from any Internet-accessible system.</p>
<p>Wentz concluded, “We’re off to a tremendous start with VERITAS DirectAssist with more than 9,000 downloads, and already we’ve seen a five-fold increase in the number of self-help sessions initiated. Initial customer feedback confirms that we’re on the right track to streamlining our technical support process and ensuring the highest level of customer satisfaction possible.”</p>
<p>To learn more about VERITAS DirectAssist or to download the software client, please visit:</p>
<p>About VERITAS Software
VERITAS Software, one of the top 10 largest software companies in the world, is a leading provider of software and services to enable utility computing.  In a utility computing model, IT resources are aligned with business needs, and business applications are delivered with optimal performance and availability on top of shared computing infrastructure, minimizing hardware and labor costs.  VERITAS products and services for data protection, storage &amp; server management, high availability and application performance management are used by 99 percent of the Fortune 500. More information about VERITAS Software can be found at</p>
<p># # #
Press Contacts:
Narelle Wilson, General Manager Marketing, Australia and New Zealand, VERITAS Software
(61 2) 8220 7000,</p>
<p>Fiona Martin, Account Director, Max Australia
(61 2) 9954 3492,</p>
<p>Copyright © 2004 VERITAS Software Corporation. All rights reserved. VERITAS, the VERITAS Logo, Backup Exec, and VERITAS VISION are trademarks or registered trademarks of VERITAS Software Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.</p>

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