Client Services support identity verification solutions.January 9, 2006 -
Platinum Support, delivering 24-hr, 365-day technical support, provides dedicated CRM and direct access to Engineering Support Teams, priority call status, baseline service-level agreement, and 1 hr response guarantee. Gold Support delivers year-round support, Monday through Friday from 4:00 am to 9:00 pm US EST, with same certified service and 1 hr response as Platinum Support. Silver Support delivers baseline services for enterprises from Monday through Friday, 8:00 am to 8:00 pm.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
Original Press release
GeoTrust, Inc.
117 Kendrick St.
Needham, MA, 02494
USA
GeoTrust Launches Expanded Client Services Programs
GeoTrust Improves its World-Class Services by Offering Around-the-Clock, Multi-Lingual Premium Support for its Expanding Roster of Global Enterprise Customers
NEEDHAM, Mass., Oct. 4 / -- GeoTrust, Inc., a leader in identity verification solutions for e-business and a leading issuer of digital certificates for web security, today launched new client services programs aimed at meeting the diverse support needs of its expanding global customer base. The new programs will provide additional benefits and expand the levels of support provided to GeoTrust customers, such as around-the-clock technical services, multi-lingual support and an enhanced online knowledge base. The company is introducing the enhanced services programs to new and existing customers over the next week to coincide with Customer Service Week (Monday, October 3 through Friday, October 7).
As part of the new services programs, GeoTrust will also expand training and certification programs for its Customer Relationship Managers and Technical Support teams. The company will also promote its new services with a "Five Star" service promise that ensures that customers are receiving the support they need in a timely manner from qualified support staff.
"GeoTrust has exceeded all our expectations for technical support across the globe -- its technical support is immediately available whenever we need it," said Phil Mellinger, chief information security officer at First Data Corporation. "We have never been disappointed."
As part of the new program, GeoTrust will offer three levels of support:
o Platinum Support -- delivering 24-hour, 365-day technical support to meet the needs of GeoTrust's most demanding customer environments. Each Platinum customer is assigned a dedicated Client Relationship Manager and has direct access to GeoTrust's Engineering Support Teams. Platinum customers also receive priority call status, a baseline service-level agreement and a one-hour response guarantee, access to a GeoTrust Executive Sponsor and support in more than 150 languages.
o Gold Support -- delivering year-round support, Monday through Friday from 4:00 a.m. to 9:00 p.m. U.S. Eastern Time. Gold customers have access to the same expertise and certified service as Platinum customers. Gold customers will receive a one-hour response guarantee and support in more than 150 languages.
o Silver Support -- delivers GeoTrust's baseline services for enterprise customers. Silver program customers receive the same expert GeoTrust support from highly trained, certified staff in more than 150 languages Monday through Friday, from 8:00 a.m. to 8:00 p.m. U.S. Eastern Time.
"We are taking what was already an industry benchmark for service and enhancing it for our customer base, which is comprised of some of the most dynamic, demanding enterprises in the world," said Kristen Robinson, vice president of client services at GeoTrust. "We recently scored above the ninetieth percentile for service satisfaction, setting an extremely high bar for what our customers expect from GeoTrust. With a new service guarantee, dedicated training and credentialing of support staff, and expanded options for our enterprise clients, we are confident we will continue to meet their high expectations."
Pricing and Availability
GeoTrust's Platinum, Gold and Silver services programs are available immediately through GeoTrust's enterprise sales team. Call 1-866-511-4141 for additional details.
About GeoTrust, Inc.
GeoTrust is a leader in identity verification and trust services for e- business, and the fastest growing Certificate Authority, according to market research firm Netcraft. Its products include web security services for secure e-commerce transactions, identity verification, managed security services and TrustWatch (http://www.trustwatch.com/), a free toolbar and search site that helps consumers recognize whether a site has been verified and is safe for the exchange of confidential information. With more than 100,000 companies worldwide using its technology for online security, GeoTrust has rapidly become the second largest digital certificate provider in the world. Visit http://www.geotrust.com/ for more information.
GeoTrust and TrustWatch are registered trademarks of GeoTrust, Inc. All other product names are trademarks or registered trademarks of their respective owners.
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