ComGuard bolsters NetScreen support services in the Middle East

The services offered include software updates and upgrades forwarded to customers and resellers by e-mail or CD, local round-the-clock technical access to the ComGuard Support Center with English and Arabic language support for Middle East and African countries, hardware repair and advance replacement delivered from a network of well-stocked depots around the Middle East and local support engineers to perform all support activities, including on-site support with short response times.

ComGuard's decision to bolster NetScreen's support services comes as a result of the significant increase in NetScreen product sales in the region and after a recent decision to develop a more comprehensive region wide distribution strategy. "NetScreen product sales have far exceeded our projections and expectations," said Herbert Kamensky, ComGuard's CEO. "Therefore we intend to increase our support capacity as well."

To date, NetScreen products and solutions have been installed in major enterprises and government organizations across the region through certified resellers fully equipped with highly trained technical engineers and support services.

"Using extensive support capabilities and infrastructure, ComGuard provides superior local support for NetScreen products to help ensure that network security is operating at peak efficiency and around the clock," continued Kamensky. "ComGuard recognizes that every business is unique with a specific set of support requirements. That's why we have developed a comprehensive and flexible suite of support services."

Technical support
ComGuard provides expert remote technical support anytime and anywhere in the Middle East and Africa region. The Technical Support Center located in Dubai is fully staffed by highly experienced and trained support engineers that hold all necessary NetScreen certifications as well as many other networking and security related ones. The established process with backup support from NetScreen's Technical Access Centers around the world ensure continuous access to NetScreen support. High-level experts from ComGuard and NetScreen have developed a proved escalation process back for more technical and complex issues to R&D organizations and worldwide NetScreen TACs.

Software support
The software support from ComGuard entitles customers to their choice to receive software updates and upgrades through e-mail, CD or downloads from its local server.

Hardware support
In the rare instance of a hardware failure, customers can rely on ComGuard to deliver replacement parts to customer sites on short notice from one of its spare parts locations. In addition to the standard support offerings ComGuard will be offering two more options for on-site support: Next Business Day and 4-hour Response Time. Both onsite support programs utilize ComGuard's trained support engineers who may arrive with the replacement hardware in hand to rapidly replace defective hardware.
The Next Business Day option will be available in selected countries in the region on request. The 4-Hours Response Time option will only be available in the United Arab Emirates at the time.

Online support
NetScreen services Website has a full suite of tools to assist customers in maintaining their networks. Some tools, like the solution database, are designed to give you access to essential information about NetScreen products. Other tools, like the case management system, make it convenient for you to get status on open trouble tickets. All the online
support tools are accessible by logging into the NetScreen services Website. Login identification and password are activated once a customer is registered with NetScreen.