FFIV » Topics » Customer Service and Technical Support

These excerpts taken from the FFIV 10-K filed Nov 21, 2008.
Customer Service and Technical Support
 
We believe that our ability to provide consistent, high-quality customer service and technical support is a key factor in attracting and retaining large enterprise customers. Accordingly, we offer a broad range of support services that include installation, phone support, hardware repair and replacement, software updates, consulting and training services. We deliver these services directly to end users and also utilize a multi-tiered support model, leveraging the capabilities of our channel partners when applicable. Our technical support staff is strategically located in regional service centers to support our global customer base.
 
Prior to the installation of our products, our services personnel work with customers to analyze their network needs and determine the best way to deploy our products and configure product features and functions to meet those needs. Our services personnel also provide on-site installation and training services to help customers make optimal use of product features and functions.
 
Our customers typically purchase a one-year maintenance contract which entitles them to an array of services provided by our technical support team. Maintenance services provided under the contract include online updates, software error correction releases, hardware repair and replacement, and remote support through a 24 hours a day, 7 days a week help desk, although not all service contracts entitle a customer to round-the-clock call center support. Updates to our software are only available to customers with a current maintenance contract. Our technical support team also offers seminars and training classes for customers on the configuration and use of products, including local and wide area network system administration and management. In addition, we have a professional services team able to provide a full range of fee-based consulting services, including comprehensive network management, documentation and performance analysis, and capacity planning to assist in predicting future network requirements.
 
We also offer, as part of our maintenance service, an online, automated, self-help customer support function called “Ask F5” that allows customers to answer many commonly asked questions without having to call our support desk. This allows the customer to rapidly address issues and questions, while significantly reducing the number of calls to our support desk. This enables us to provide comprehensive customer support while keeping our support-related expenses at a manageable, consistent level.
 
Customer
Service and Technical Support



 



We believe that our ability to provide consistent, high-quality
customer service and technical support is a key factor in
attracting and retaining large enterprise customers.
Accordingly, we offer a broad range of support services that
include installation, phone support, hardware repair and
replacement, software updates, consulting and training services.
We deliver these services directly to end users and also utilize
a multi-tiered support model, leveraging the capabilities of our
channel partners when applicable. Our technical support staff is
strategically located in regional service centers to support our
global customer base.


 



Prior to the installation of our products, our services
personnel work with customers to analyze their network needs and
determine the best way to deploy our products and configure
product features and functions to meet those needs. Our services
personnel also provide
on-site
installation and training services to help customers make
optimal use of product features and functions.


 



Our customers typically purchase a one-year maintenance contract
which entitles them to an array of services provided by our
technical support team. Maintenance services provided under the
contract include online updates, software error correction
releases, hardware repair and replacement, and remote support
through a 24 hours a day, 7 days a week help desk,
although not all service contracts entitle a customer to
round-the-clock call center support. Updates to our software are
only available to customers with a current maintenance contract.
Our technical support team also offers seminars and training
classes for customers on the configuration and use of products,
including local and wide area network system administration and
management. In addition, we have a professional services team
able to provide a full range of fee-based consulting services,
including comprehensive network management, documentation and
performance analysis, and capacity planning to assist in
predicting future network requirements.


 



We also offer, as part of our maintenance service, an online,
automated, self-help customer support function called “Ask
F5” that allows customers to answer many commonly asked
questions without having to call our support desk. This allows
the customer to rapidly address issues and questions, while
significantly reducing the number of calls to our support desk.
This enables us to provide comprehensive customer support while
keeping our support-related expenses at a manageable, consistent
level.


 




This excerpt taken from the FFIV 10-K filed Nov 19, 2007.
Customer Service and Technical Support
 
We believe that our ability to provide consistent, high-quality customer service and technical support is a key factor in attracting and retaining large enterprise customers. Accordingly we offer a broad range of support services that include installation, phone support, hardware repair and replacement, software updates, consulting and training services. We deliver these services directly to end users and also utilize a multi-tiered support model, leveraging the capabilities of our channel partners when applicable. Our technical support staff is strategically located in regional service centers to support our global customer base.
 
Prior to the installation of our products, our services personnel work with customers to analyze their network needs and determine the best way to deploy our products and configure product features and functions to meet those needs. Our services personnel also provide on-site installation and training services to help customers make optimal use of product features and functions.
 
Our customers typically purchase a one-year maintenance contract which entitles them to an array of services provided by our technical support team. Maintenance services provided under the contract include online updates, software error correction releases, hardware repair and replacement, and remote support through a 24 hours a day, 7 days a week help desk, although not all service contracts entitle a customer to round-the-clock call center support. Updates to our software are only available to customers with a current


12


Table of Contents

maintenance contract. Our technical support team also offers seminars and training classes for customers on the configuration and use of products, including local and wide area network system administration and management. In addition, we have a professional services team able to provide a full range of fee-based consulting services, including comprehensive network management, documentation and performance analysis, and capacity planning to assist in predicting future network requirements.
 
During fiscal year 2007 we achieved ISO 2001 certification for our Professional Services Organization.
 
We also offer, as part of our maintenance service, an online, automated, self-help customer support function called “Ask F5” that allows customers to answer many commonly asked questions without having to call our support desk. This allows the customer to rapidly address issues and questions, while significantly reducing the number of calls to our support desk. This enables us to provide comprehensive customer support while keeping our support-related expenses at a manageable, consistent level.
 
This excerpt taken from the FFIV 10-K filed Dec 14, 2006.
Customer Service and Technical Support
 
We believe that our ability to provide consistent, high-quality customer service and technical support is a key factor in attracting and retaining large enterprise customers. Accordingly we offer a broad range of support


10


Table of Contents

services that include installation, phone support, hardware repair and replacement, software updates, consulting and training services. We deliver these services directly to end users and also utilize a multi-tiered support model, leveraging the capabilities of our channel partners when applicable. Our technical support staff is strategically located in regional service centers to support our global customer base.
 
Prior to the installation of our products, our services personnel work with customers to analyze their network needs and determine the best way to deploy our products and configure product features and functions to meet those needs. Our services personnel also provide on-site installation and training services to help customers make optimal use of product features and functions.
 
Our customers typically purchase a one-year maintenance contract which entitles them to an array of services provided by our technical support team. Maintenance services provided under the contract include online updates, software error correction releases, hardware repair and replacement, and remote support through a 24 hours a day, 7 days a week help desk, although not all service contracts entitle a customer to round-the-clock call center support. Updates to our software are only available to customers with a current maintenance contract. Our technical support team also offers seminars and training classes for customers on the configuration and use of products, including local and wide area network system administration and management. In addition, we have a professional services team able to provide a full range of fee-based consulting services, including comprehensive network management, documentation and performance analysis, and capacity planning to assist in predicting future network requirements.
 
We also offer, as part of our maintenance service, an online, automated, self-help customer support function called Ask F5 that allows customers to answer many commonly asked questions without having to call our support desk. This allows the customer to rapidly address issues and questions, while significantly reducing the number of calls to our support desk. This enables us to provide comprehensive customer support while keeping our support-related expenses at a manageable, consistent level.
 

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