EMC Continues to Exceed Industry Benchmarks Worldwide; Stellar Technical Support and Services in the Middle East Highlighted
Dubai, United Arab Emirates
EMC Corporation, the world leader in information storage and management, today announced that the Service and Support Professionals Association (SSPA), the leading industry association for IT support professionals, has awarded EMC a STAR Award for the fourth consecutive year for outstanding mission-critical support. EMC was the only vendor chosen to receive this award in 2004 by a committee of peer judges.
EMC has been recognized with a number of awards and certifications in the past 12 months from the SSPA and other third-party organizations, honoring the company for excellence in technical support and services. EMC received multiple STAR Awards as well as Support Center Practices (SCP) certification for achieving best practices in mission-critical customer support.
"EMC received its fourth consecutive award for Mission-Critical Support by continuously maintaining its customers' systems 24 by 7 by 365, independent of the situation at hand," said Bill Rose, Founder and CEO of SSPA. "EMC has clearly demonstrated how important and well-regarded their technical support is to the operation of customers' mission-critical systems or services."
"Winning our fourth consecutive SSPA award for mission-critical support clearly demonstrates EMC's commitment to continual uptime and information accessibility for our end-users. Nowhere is this more evident than in the Middle East," said Mohammed Amin, regional manager, EMC Middle East, commenting on the SSPA award.
"As the region's leading organizations across key vertical sectors continue to entrust their mission-critical data to EMC, support services have become a vital differentiator in the Middle East's competitive information management market. Our qualified on-the-ground staff complete EMC's offering in the region by providing the highest quality technical support to our valued customers before, during and after deployment of EMC's information management solutions," he added.
World-Class Service
Widely-regarded as the benchmark for support excellence in the IT industry, EMC Customer Service has direct service presence in 47 countries and service partners in 28 countries, representing every major region of the world. Customer Support Centers are also located globally, including Hopkinton, Mass.; Duluth, GA; Alexandria, VA; Cork, Ireland; Tokyo, Japan; and Sydney and Melbourne, Australia.
The EMC service infrastructure includes advanced proactive remote support systems that automatically monitor and diagnose customer infrastructures on a 24 x 7 basis, enabling the identification and prompt correction of abnormalities. EMC Customer Service maintains a rapid escalation process that ensures problems are resolved within hours, not days. Its call handling process ensures all customers - regardless of the severity level of their case - are informed of service issue status.
EMC's significant investments in interoperability testing and its expansive set of cooperative support agreements across all areas of the IT infrastructure enable EMC to offer the most complete storage service and support in the industry today. EMC has forged cooperative support agreements (CSA) with more than 350 vendors and has established joint support centers with Oracle and Microsoft.
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About the SSPA
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of executives responsible for service and support centers and overall customer relations. Today, the SSPA represents over 24,000 service professionals at over 2,700 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support industry vendors. SSPA has become the center of support providing a reliable and comprehensive resource for conferences, news, research, benchmarking, standards and collaboration. More information can be found at www.sspa.org
About EMC
EMC Corporation (NYSE: EMC ) is the world leader in products, services and solutions for information storage and management that help organizations extract the maximum value from their information, at the lowest total cost, across every point in the information lifecycle. Information about EMC's products and services can be found at www.EMC.com. For more on EMC news, events, and recent media coverage visit the news section of EMC.com
© Press Release 2004
