Netscape steps up Euro support

Connectivity firm bows to pressure to increase support for its channel

Netscape has promised to increase dedicated channel support following criticism from its channel partners.

At a meeting of its top-tier Affiliate Plus partners last week, Netscape European channels director Jean-Francois Guyomar told resellers of the firm?s plans to charge them $5,000 each for a dedicated Europe-wide support staff.

But one source said the fee was unacceptably high for the level of support offered. ?If each partner is paying $5,000 a year that?s over $1 million. Realistically, you?d get a visit from support staff about four times a year.

?You have to ask yourself whether it?s really a value-add for larger resellers with highly trained technical staff, who know the product anyway.?

James Symmington, Netscape UK channel manager, said the proposal had merely been a suggestion, and was open to discussion by the channel.

Steve Voller, Netscape UK MD, admitted there had been some frustration from resellers about channel support, but he attributed this to the speed of Netscape?s growth.

?Because our turnover is growing faster than our infrastructure, it?s been hard to put programmes in place to support the resellers.?

Voller said it might be possible for resellers to be charged for support on a sliding scale, or for support to be provided as part of a co-operative marketing fund programme.

Netscape is looking to strengthen channel support. Voller said there were plans to increase dedicated support staff, but would not reveal numbers.

Symmington said he wanted to increase direct contact with the channel and would hold another Affiliate Plus meeting in November.