Premium Service Engineer Option is here
Large, complex or mission critical IT environments often have multi-layered support problems. A clear message from our corporate customers has been that when it comes to support it’s vital to have access to experts who are familiar with their environment: there’s no time to bring a new support engineer up to speed, customers need someone who has intimate knowledge of their technology and situation.
We’ve created the Premium Service Engineer (PSE) option to address this need. Each PSE is an expert technical engineer who provides a personalised level of service to their named accounts. Each PSE has deep knowledge of the Ubuntu platform aligned with experience managing Ubuntu in complex, heterogeneous IT environments.
Prevention is always better than cure, so the role of the PSE is to become a virtual member of the customer’s IT team. This approach allows the customer to take advantage of the PSE service for expert advice on any new projects involving Ubuntu technologies. Meaning that the customer has someone available to them who can help with existing systems, deployments and migrations.
If issues do arise, the PSE provides immediate support, based on a thorough understanding of their customer’s business and IT environment. Should the issue need to be escalated, the PSE will work directly with the Ubuntu foundation team to provide a speedy resolution.
We feel strongly that with the PSE service, we are addressing the support needs of our largest and most demanding Ubuntu deployments. If you’d like to know more have a look at the PSE (http://www.ubuntu.com/support/services/pse) service area.
Fern Ho, Product Manager, Canonical Corporate Services.