BEA Systems enhances customer support in the Middle East

eSolutions BEA's Customer Support is driven by an innovative strategy that ensures an automatic link to the nearest support center and region-specific time slots for accessing expert teams through dedicated local lines.

"The focus of eSolutions BEA's Customer Support is to surpass customer expectations through easy round-the-clock access to our competent Developer Relations Engineering team, superior online capabilities and global infrastructure," said Diyaa Zebian, Regional Manager, Middle East & Egypt, for eSolutions BEA. "The support centers are staffed by technically trained and customer-focused professionals with the competency to provide detailed technical assistance, answer questions and manage resolution of technical issues along with real time escalation if needed."

"BEA's Customer Support Call Centres are strategically placed around the world with specific time allocations for particular locations," said Zebian. "These call centers ensure that calls are forwarded to an expert even after-office hours when necessary. BEA provides its global customers with eBusiness deployment a highly available and reliable mission critical application with no room for down time of operations. Customers are guaranteed of gaining access to a person who is prepared to handle their technical queries."

"Emirates Airlines are pleased with the customer support that we have received from BEA Software since the installation of the Weblogic server earlier this year," said Meenakshi Agarwal, Management Services Manager, Emirates Airlines. "We have experienced no problems with the implementation and integration of applications and found that BEA's personnel are truly accessible at all times for any customer query". Ms Agarwal added, "We still have some mission critical applications that will be implemented shortly and we plan to continue using BEA Software, trusting the support we know they will provide."

The core strength of BEA Customer Support is the multiple choices it offers, including AskBEA, BEA eSupport, phone, email, fax and newsgroups. BEA eSupport, which is open to contract customers, providing fast, personalized support that helps diagnose issues, find archived answers quickly and participate in the BEA WebLogic Enterprise Platform community - anytime from any web browser.