CA launches tiered tech support

Additional revenue for the channel, says company

Computer Associates (CA) has claimed that it is creating an additional revenue stream for the channel with its new Choice Support Programme.

The firm has launched additional technical support for partners, which varies according to each reseller's accreditation level.

Partners can also increase turnover by selling support to end users, explained David Ball, CA's European vice president of indirect marketing.

"CA's partners are critical to our success, and effective support is essential to them," he said. "This programme offers the flexibility of three different levels, making it suitable for all partners whatever their needs. It will also allow them to generate extra revenue."

Affiliate-level resellers will receive five free support calls; Premier-level partners are entitled to unlimited telephone support from Monday to Friday; and enterprise-level and original equipment manufacturer partners qualify for enterprise technical support 24-hours a day.

Although CA will still provide free email support for end users, they must now pay for telephone enquiries by choosing between individual 'per incident payments', or buy incident packs from resellers.

CA products covered include BrightStor, ARCserve Backup and eTrust InoculateIT.

James Baker, merchandising manager for software at MicroWarehouse, said: "We have built a close working partnership with CA over the years by supporting customers as a team.

"With the Choice Support Programme, CA has shown its commitment to the channel as it evolves to meet demand. The programme will add value for our customers and provide a flexible way in which to engage with CA's support teams."