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Network Support Encyclopedia 13
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Network Support Encyclopedia (Novell Inc.)(1991).ISO
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1990-01-18
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Component Repair Announcement Letter
October 11, 1989
In response to hardware support issues, Novell is pleased to announce it has
arranged for Federal Technology Corporation (FTC) to provide hardware warranty
support, spare components/parts and component repair services for all Novell
hardware products. As a result of this new relationship with FTC, Novell is
confident your organization will experience an improvement in the delivery of
hardware support.
Effective immediately, all hardware support and warranty service will be
provided by FTC. Instead of calling Novell for hardware support, please place
your calls to FTC at 1-800-366-4562 (1-800-FON-4-LAN). To assist your people
during this transition period, when a hardware service call is inadvertently
placed to Novell it will be redirected to FTC.
Providing hardware support and service is FTC's business. The company, which
has been associated with Novell since 1984, currently manufactures and
supports the 68B product line. FTC is an authorized Novell Service Hotline
support to the Novell user community.
When calling FTC's 800-number, you will be assisted by a customer support
representative who is equipped with Novell's historical service data base and
access to your entire service record. Procedures will be similar to those
used by Novell in the past. Our goal is to provide you with a seamless
transition of service and a major improvement in customer response time.
For Example:
* A 24-hour turn-around will be provided in most cases.
* The same pricing structure will remain in place, except
in those areas where FTC will offer services at a 20%
lower cost.
* Those who were extended credit in the past will have
credit with FTC.
Federal Technology has made a notable investment in duplicating the way Novell
conducted business, in that FTC employs customer support representatives who
use the same call handling system as Novell. FTC has also purchased a large
quantity of Novell inventory. During the last quarter, 14 FTC electrical
engineers were trained by Novell to do component repair.
Both Novell and FTC are committed to improving the level of hardware support
and service delivered to the Novell user community. If you are interested in
understanding more about how Federal Technology can support your organization
please call 1-800-366-4562 (1-800-FON-4-LAN).
Sincerely,
.James C. Bills
.Executive Vice President of Sales