Silicon Graphics enhances Customer Support offerings with Support
Advantage Program
On December 20, 1993, Silicon Graphics announced that it is enhancing
its support offerings with the Support Advantage program, an online
support environment designed to place solutions and services at the
fingertips of Silicon Graphics' customers. Silicon Graphics will offer
the Support Advantage program as a standard part of its customer support
offerings.
The Support Advantage program consists of two independent but compatible
components: the Support Library and Electronic Services. These
components let users access information and report support issues any
time through their Silicon Graphics systems.
"The Support Advantage online support environment is a significant
addition to our family of support products," said Bert Fornaciari, vice
president of Silicon Graphics' Customer Support Division. "By making
timely solutions and services available when a customer needs them, the
Support Advantage program facilitates our strategy for empowering and
supporting our customers. Indeed, users will find that answers to many
of their questions are only a few mouse clicks away."
SUPPORT LIBRARY
The Support Library is a comprehensive collection of information
"binders" accessible through Silicon Graphics' IRIS InSight(tm) online
information viewer. Based on industry standards such as the X Window
System(tm), Motif(tm) and Standard Generalized Markup Language (SGML),
the IRIS Insight Viewer is an easy-to-use interface allowing quick and
easy access to online information. Topic/Task Navigator, an enhancement
to the IRIS Insight viewer, allows novice and experienced users to
locate detailed information without using key word searches or Boolean
logic.The Support Library contains answers to frequently asked
questions, software change requests, technical articles, a spare parts
catalog, error message definitions, system administration "how to's" and
customer education course information. The Support Library is updated
quarterly via CD ROM.
ELECTRONIC SERVICES
Accessible via the Internet or via a modem over a Serial Line Internet
Protocol (SLIP) connection, North American support customers will now be
able to open support calls electronically, establish priority and check
status of open calls, report software bugs and request software updates
from the Silicon Graphics Technical Assistance Center. In addition,
they can verify and update the contact information used by Silicon
Graphics to provide current and ongoing support.
The Support Advantage program is included in all software support
contracts for no additional charge. It will be available in the first
calendar quarter of 1994 on systems supporting version 5.1 or higher of
IRIX(tm), Silicon Graphics' enhanced version of the UNIX(r) operating
system.
