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Network General Announces Advanced Operational Support (AOS), a Personalized Customer Support & Service Program Service Provides Customers with "Always On" Personalized Support

SAN JOSE, Calif.--(BUSINESS WIRE)--Network General™, the leading provider of IT Service Assurance Solutions, today announced its global Advanced Operational Support (AOS) program. This service provides customers with comprehensive, personalized support for post-sales product questions, remote trace file analysis, remote fault isolation, after-hour emergency support, customized reporting, proactive communication, and product upgrade assistance.

“With the launch of our Advanced Operational Support service, Network General is reinforcing its commitment to providing the highest level of support for our customers," said Doug Barnes, Senior Director of Global Technical Support. "By providing highly personalized service with senior-level, customer-dedicated support engineers, we ensure that our users are maximizing their Network General products to meet the critical needs of their business -- today and in the future."

Every AOS customer is assigned a dedicated Network General support technician, providing the highest level of personalized support. Each dedicated support technician acts as an extension of the customers IT staff to help proactively resolve issues and fully utilize their Network General products and solutions.

In addition to Network General's standard AOS program, customers can also subscribe to Advanced Operational Support Plus (“AOS Plus”), a premium service providing an effective solution when product assistance alone isn’t enough to isolate and resolve mission critical network problems. AOS Plus offers all the benefits of AOS as well as remote trace file analysis and remote fault isolation, resulting in deep network troubleshooting knowledge at your fingertips.

“The network support team I represent plays in a very time compressed environment. We are constantly deploying our various Sniffer® platforms to fight fires with immediate need for resolution,” said the Assistant Vice President at a Major Financial Institution. “Having a dedicated Network General rep familiar with our environment is essential. Their in-depth knowledge and immediate availability provide us the level of support we need. Just recently, a Network General AOS engineer assisted us with the Daylight Savings Time patch, providing us the code and instructions we needed to meet our deadlines. He always follows up to be sure things went well and if we had any issues.”