Customer Support Program aids service provider networks.

Press Release Summary:

Designed to meet needs of Telcos, MSOs, and other service providers, Mission Critical Support Continuum(TM) provides strategic planning, release and migration assistance, as well as failure-point analysis and recommendations, and restoration program. It offers 24/7/365 Direct Connect telephone support from J2EE experts and remote or on-site dedicated support technicians. Because service is incremental, users can customize program to meet their needs.

Original Press Release:

BEA Enhances Customer Support Program for Service Provider Networks; Launches MCS Continuum(TM)

Advanced Program Offers Critical Continuity with Direct Connect Support; Prioritizes 24/7/365 Carrier-Grade Support and Maximizes Availability for Telcos, MSOs SAN JOSE, Calif., Aug. 8 -- BEA Systems, Inc. (NASDAQ:BEAS), a world leader in enterprise infrastructure software, today announced the launch of its Mission Critical Support (MCS) Continuum(TM) Customer Support Program. An improvement to BEA's popular MCS program, MCS Continuum features an advanced suite of support services designed to meet the heightened availability needs of Telcos, MSOs and other service providers. MCS Continuum is designed to support carrier-grade applications. A team of application and networking experts, located in the BEA Support Center or in residence at the customer location, is on-call 24/7/365 to provide immediate response to application issues. "MCS Continuum is designed for leading-edge customers for whom downtime can be a show-stopper," said Terry Clearkin, senior vice president and general manager for Support at BEA Systems. "This is especially critical in the Service Provider space because carriers whose applications are down are carriers who are out of business until their applications are up again. BEA is the only ISV in the industry to offer a restoration program backed by a non-compliance penalty. And our Direct Connect response is designed so that customers are immediately transferred to an engineer to address their issues." A flexible incremental service, the MCS Continuum program is customizable, to help meet an organization's needs. Key features of the program include: strategic planning, release and migration assistance; failure-point analysis and recommendations; a restoration program; 24/7/365 Direct Connect telephone support from J2EE experts; remote or on-site dedicated support technicians; and executive escalation. Another key benefit of MCS Continuum is its modularity. "Because it is an incremental offering of services, MCS Continuum is designed to let our customers design a streamlined support program that can be customized to their needs, helping to minimize waste or gaps in support coverage," said Clearkin. The Direct Connect feature, restoration guarantee, and the associated penalties distinguish MCS Continuum as a unique standard program in the industry to provide heightened levels of care for the sensitive Service Provider marketplace. MCS Continuum's goal is to restore Severity One system outages in six hours or less. The program features problem resolution and around-the-clock support until system restoration. Penalties are in place for outages that exceed BEA's restoration guarantees, helping to ensure the most rapid, responsive care possible during emergencies. "We have done extensive research on mission critical support," said W. Ladd Bodem, Founder and Principal of ServiceXRG, a services industry analyst firm, "BEA has raised the bar with MCS Continuum, which is designed to provide six hour or less system restoration time backed-up with penalties, which is critical in our business." To complement the MCS Continuum offering, BEA also offers Support Operations Analysis, Business Continuity Analysis, and High Availability Cluster and Failover Analysis -- programs designed to help prevent downtime by providing proactive strategic analysis and recommendations for application improvements and streamlining. For more information about BEA's MCS Continuum and other BEA products and services, please visit www.bea.com/ . About BEA BEA Systems, Inc. is a world leader in enterprise infrastructure software, providing standards-based platforms to accelerate the secure flow of information and services. BEA product lines -- WebLogic(R), Tuxedo(R), JRockit(R) and the new AquaLogic(TM) family of Service Infrastructure -- help customers reduce IT complexity and successfully deploy Service-Oriented Architectures to improve business agility and efficiency. For more information please visit at www.bea.com. NOTE: BEA, Built on BEA, Jolt, Joltbeans, Steelthread, Top End, Tuxedo, BEA WebLogic Server, BEA JRockit, BEA Liquid Data for WebLogic, and WebLogic are registered trademarks of BEA Systems, Inc. BEA AquaLogic, BEA AquaLogic Data Services Platform, BEA AquaLogic Enterprise Security, BEA AquaLogic Service Bus, BEA dev2dev Subscriptions, BEA eLink, BEA MessageQ, BEA WebLogic Communications Platform, BEA WebLogic Enterprise, BEA WebLogic Enterprise Platform, BEA WebLogic Enterprise Security, BEA WebLogic Express, BEA WebLogic Integration, BEA WebLogic Java Adapter for Mainframe, BEA WebLogic JDriver, BEA WebLogic Log Central, BEA WebLogic Network Gatekeeper, BEA WebLogic Platform, BEA WebLogic Portal, BEA WebLogic SIP Server, BEA WebLogic WorkGroup Edition, and BEA WebLogic Workshop are trademarks of BEA Systems, Inc. BEA Mission Critical Support is a service mark of BEA Systems, Inc. Systinet is a trademark of Systinet Corporation, Burlington, MA. All other company and product names may be the subject of intellectual property rights reserved by third parties. CONTACT: Michael Thacker of BEA Systems, Inc., +1-408-570-8040, or mthacker@bea.com

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