The range of services, which go live on 1st July, will initially be offered in English and German, with additional language support to follow. Computerlinks has created eight new positions, including the recruitment of German-speaking technical consultants, as well as transferring a number of existing staff into new roles within the Global Support Centre.
The dedicated Centre, based in Computerlinks’ headquarters in Newmarket, England, is designed primarily for IT security resellers who do not have the infrastructure themselves to provide their local or worldwide clients with 24 x 7 telephone support, proactive monitoring and vulnerability assessment services. As part of the service to the channel, Computerlinks will also provide sales and marketing support to allow resellers to sell a number of the services of the Centre under their own company brand.
Kathryn Miller, professional services manager at Computerlinks commented, “By using our state-of-the-art support centre, resellers can build their business further by adding value to the products and services they already sell in the knowledge that they are fully supported by an established, global infrastructure. Many of our partners have been using our support services for some time so the launch of the 24 x 7 Global Support Centre will allow them to offer their clients more comprehensive support across a broader geographical spread.”
The initial services to be offered by the Centre are Hardware Monitoring and Premium Plus Software Support, with further services to be announced later in the year. The Hardware Monitoring service has been designed to proactively monitor customers’ security appliances and can identify anomalies and potential issues before they affect the customers’ business and alert a designated contact directly - for example in the event of power failure. The service is available as an add-on to existing Computerlinks’ Hardware Support Services, or as an enhancement to vendor delivered hardware support.
The new Premium Plus Software Support service being provided by the Centre enhances Computerlinks traditional telephone support by providing a proactive delivery service. The service delivers a quarterly Health Check on a company’s supported products to highlight any vulnerabilities resulting from infrastructure changes or altered Firewall rules, as well as to identify new security threats. The Health Checks are carried out by Computerlinks EC Council Certified Security Analysts who then deliver a full report and analysis of the results with recommendations on how to eliminate any risks.
The move by Computerlinks, to further enhance its services to resellers, is backed by leading networking and security solutions vendors as well as specialist IT security resellers.
Matthew Helling IT Security Manager at Softcat commented, “As our clients are increasingly demanding IT security projects on a global scale, it is vital that we can provide them with the highest levels of support – wherever or whenever it is needed. Computerlinks allows us to do that with confidence but without the additional overheads.”