Security specialist can now offer 24×7 Level 1 and Level 2 support for its entire portfolio of Blue Coat solutions.

Help AG boasts an over eight year partnership with Blue Coat and holds the status of Gold Partner. “We remain committed to addressing the complete life-cycle of our vendors’ solutions. Our post-implementation service excellence has helped us establish long standing relationships with key enterprise and public sector customers in the Middle East who look to us as their trusted advisor and support partner,” said Stephan Berner, Managing Director at Help AG. “Achieving the BlueTouch partner qualification enables us to extend the same quality of expertise, reliability and availability that we deliver for other key vendor partners, across the entire spectrum of our Blue Coat solutions portfolio.”

To assure high levels of customer satisfaction, Blue Coat ensures that all BlueTouch support partners meet a set of stringent support-readiness and training requirements. Having met these, Help AG will now be the primary support contact for all its Blue Coat customers. The company’s dedicated support division, the Help AG Security Assistance Centre, is a benchmark support centre in the Middle East. All members of the team are fully certified on all the major vendor platforms that the solutions provider offers to its clients. Customers can avail of support via a comprehensive set of communications channels and are also provided access to a fully automated web-based support system.

Besides delivering 24×7 Level 1 and Level 2 supports, Help AG will be able to extend a number of additional benefits to its customers. It will be able to provide rapid alerts on new hardware and software upgrades, version releases and hot fixes on Blue Coat products and will act as the single point of contact for all Blue Coat product related issues, thereby reducing customer frustration and time to resolution. The company will also maintain a fully equipped lab environment where all customer issues can be replicated, analyzed and resolved. In extreme cases where Help AG has to escalate the customer’s request, it will enjoy accelerated access to senior Blue Coat support staff.