IBM Extends Tech Support Offering To Smaller Companies

IBM has extended its technical support service to smaller companies, giving them access to IBM’s support infrastructure in 209 countries and 127 languages.

The new Managed Vendor Support Services (MVSS) offering provides smaller companies with a worldwide offering through a single source which, IBM argues, is far cheaper than maintaining their own in-house support skills or multiple regional support contracts.

Range of services

IBM said it will work with smaller companies to create the technical support infrastructure needed by their customers in specific locations around the world. The offering is appropriate for companies ranging from retailers to games makers, to medical device providers, IBM said.

The service includes call centre support, customer problem resolution, engineering support, and on-site services, as well as hardware support including parts inventory management, stocking and delivery.

The service allows companies to spend less time co-ordinating technical support services, while having a single focal point can improve customers’ ability to recover from outages, according to Juhi Jotwani, vice president for multi-vendor services at IBM’s Technical Support Service.

“Through the expansion of Managed Vendor Support Services, IBM can help businesses of all sizes meet service level expectations and act as a trusted IT advisor,” Jotwani sai.

Post-sales support

IBM said it will also provide post-sales support to help customers formulate an appropriate support package with services, including pre-planned maintenance, machine and parts replacements, installations, moves and equipment changes, inventory management, parts stocking and delivery and automated parts tracking.

Companies already using IBM’s technical support services include NetApp and Riverbed Technologies.