Photo - Sean Ong, Malaysia Country Manager, Brocade
Brocade has garnered the J D Power Certified Technology Service and Support (CTSS) Program award, which is expected to encourage the adoption of software defined networking (SDN), said the networking solutions firm.
Brocade Malaysia country manager Sean Ong, said, "Professional services and support is a critical component of a modern IT infrastructure, whether across storage area networks or IP networks, especially as enterprises look to embrace innovative technologies to further business competitiveness."
Many enterprises are looking at deploying Software-Defined Networks (SDN) by 2015 -- to increase productivity, deliver better access to real-time information and improve availability/service delivery, and half intend to invest in fabric-based networks in the next 12 months, he said.
"We have strategic initiatives in place to ensure that our service and support organisation is able to cater to the needs of our customers globally, and that we are able to guide them [our customers] through the complex process of building next-generation data centres," said Ong.
"This recognition is further demonstration of how business critical the health of the data centre is to our customers and the essential role exceptional technical support plays in their success," he said.
Jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), the CTSS program sets standards for service organisations to help deliver the support needed by enterprise customers for professional services.
TSIA senior vice president and general manager Thomas W Pridham said that an organisation needed to attain customer satisfaction scores among the top 20 percent of companies nationwide that offer technology support in order to achieve certification.
This is based on J.D. Power's technology industry benchmark customer satisfaction research, said Pridham. The organisation must also pass a detailed audit of its support practices, policies and procedures. Certification is valid for one year under the programme.
"Brocade is an organisation that embraced the detailed inspection of their technical support capabilities with an objective to dot/cross the necessary 'I's' and 'T's' to consistently deliver world class support," he said.
"Its focus on doing both the right things and doing things right including detailed metrics to ensure it remains accountable to customers for best in class service, distinguishes the Brocade technical support team amongst its peers," said Pridham.
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