CYBEROAM LAUNCHES GLOBAL SUPPORT MANAGEMENT CENTRE TO BOLSTER SUPPORT FOR CUSTOMERS AND PARTNERS
Helps Rapid Resolution of Customer Issues on a Global Scale
Ahmedabad, India – 6th June, 2008
Cyberoam, Identity-based Unified Threat Management (UTM) solution today announced the launch of Global Support Management Centre (GSMC) at its corporate headquarters, Ahmedabad to 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. Customer satisfaction and responsiveness have always been Cyberoam’s top priority and the launch of GSMC is one more step towards reducing business impact due to incidents through quick resolution time.
Cyberoam identity-based Unified Threat Management appliances provide the 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 Filtering in addition to Bandwidth Management and Multiple Link Management over a single platform.
Cyberoam GSMC is an in-house support centre that caters to the support needs of Cyberoam customers and partners by providing timely and accurate support at the highest levels of quality and responsiveness. Cyberoam recognizes the importance of providing a full suite of support services to complement its line of products for which the technical support centre helps 24 * 7 to monitor and evaluate calls on technical and quality assurance parameters. Cyberoam customers can contact GSMC through Toll Free call lines, Chat and Email. Customers can call toll free at 1-800-301-00013 for all support issues. Customers can also log on to website www.cyberoam.com and click on Live support.
There are multiple tiers of teams in the GSMC structure with technical competencies in ascending order. The escalation feature based on priority ensures that the response time is minimal, status of unresolved issues is notified, and problems escalated to the right engineers to ensure customer satisfaction. Apart from this GSMC also has provision for a new deployment team for remote deployment services for installation help for CR25i and CR50i customers.
Cyberoam GSMC has a provision of customer feedback 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.
Anjali Rajiv Bahutule, Network Administrator, Symbiosis Centre for Management and Human Resource Development, said, “We would like to place on record the excellent technical support being provided by Cyberoam GSMC team. The engineers restored our Cyberoam functioning very quickly through their expertise and cordial ways.”
Mr. Devarshi Buch, Executive Director, Omnitech Infosolutions Ltd. Said, “Thanks to a responsive support service from Cyberoam, our customers are always pleased with the level and quality of the support. We are impressed with the launch of GSMC as it will ensure faster resolution of issues ands restorations of services in a timely manner. GSMC reflects Cyberoam’s commitment in allocating priority and recognizing the importance of support issue to customer business.”
Mr 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 focussing on bolstering support capabilities inline with customer growth. GSMC is a customer centric approach to solve support issues while drastically improving the service experience for our customers.”
Cyberoam identity-based UTM appliances offer comprehensive protection against existing and emerging Internet threats, including viruses, worms, Trojans, spyware, phishing, pharming and more. Cyberoam identity-based solutions provide the complete range of security features expected in a traditional UTM platform such as Stateful Inspection Firewall, VPN, Gateway Anti-Virus, Gateway Anti-Spyware, Gateway Anti-Spam, Intrusion Prevention System,, URL/Web Content Filtering in addition to Bandwidth Management and Multiple Link Management over a single platform. Cyberoam solutions are certified by the West Coast Labs with CheckMark UTM Level 5 Certification, ICSA Labs, an independent division of Verizon Business, and the Virtual Private Network Consortium. Cyberoam has also received the 2007 Global Excellence Awards for Integrated Security Appliance, Security Solution for Education and Unified Security, and the 2007 Tomorrow’s Technology Today Award for Unified Security. Cyberoam has offices in India, Newburyport, MA and Asia-Pacific. For more information, please visit www.cyberoam.com
About Elitecore Technologies
Elitecore Technologies is the global provider of Cyberoam identity-based UTM appliances. Elitecore’s other divisions include Crestel Convergent Billing Solution that meets the voice, data, video billing and customer care requirements of Tier-1 service providers and 24online Billing and Bandwidth Management Solution for hotels, hotspots and Internet service providers. Elitecore has a strong R&D base and support center in India; it has sustained a healthy growth rate of over 100% since inception. For more information, please visit www.elitecore.com
L. K. Pathak