IBM yesterday enhanced its software and systems support options in the US with two new on-line services, SoftwareXcel for large systems users, IBM End User Support for users of IBM and others’ personal computers, including Apple Macintoshes. With the SoftwareXcel Basic offering, customers enter descriptions of software problems into IBM’s Retain Remote Technical Assistance Information Network and if the fix to the symptoms described is known to Retain, the database will respond electronically with appropriate actions, significantly cutting down turnround time; if the symptoms are new to Retain, IBM software product specialists will respond electronically with solutions, although customers can still talk to them as well. A premium SoftwareXcel Extended level adds the ability to ask questions electronically on the use of IBM software products, with responses within an hour to problems defined as highest priority, reports on service trends in their systems environments, and notification of preventive service that is needed immediately. SoftwareXcel Custom is a set of exclusive on-site software services, adding on-site problem prevention services; co-ordination by IBM of all software problems involving both IBM products and those of other manufacturers, and help in researching all required service for migrating software from one system to another. SoftwareXcel Extended customers with a 3090-300E pay $2,000 a month, SoftwareXcel Custom is priced according to systems configurations and individual requirements. The IBM End User Support programme for personal computer users provides total support from a help desk available 24-hours-a-day, seven-days-a-week via a toll-free hotline. It is aimed at large customers with more than 250 desktop systems that require additional help or an alternative to in-house support. As well as IBM, MS-DOS, OS/2 and Apple systems, the service covers applications such as Lotus 1-2-3, dBase III and support for graphics and communications equipment. Charges are on a per-computer basis, and the service is $30 a month per station for people with 25 to 249 to support, 7am to 7pm; $32 per station for round the clock support; the charges are halved for those with 1,000 to 2,499; over 2,500 are on special bid basis.
