Security vendor Sonicwall has enlisted a third-party firm to handle support for all but its largest customers.
The company is moving to a hybrid support model, where key customers will continue to be supported by Sonicwall directly from its Chertsey support centre, and smaller customers will have to rely on support from an unnamed European third party, thought to be based in Poland.
The change in strategy comes less than two years after Sonicwall brought all support for its EMEA customers and channel partners in-house following the opening of its Chertsey support centre.
However, that support centre was seeing high levels staff turnover.
"The turnover issue was unhelpful," vice president of EMEA Andy Zollo told our sister site CRN.
"We were having to re-recruit and train people; then they would go off to a competitor. We want to give the best support in local languages; that is why a hybrid model makes sense," he said.
Have your say on this article
Newsletters
Latest stories from Supplier
Latest videos
You may also like
Supplier jobs
Technology Patent Wars
Case studies from large organisations across all sectors
... And rich media, and flexible working, and peaks in traffic ...
Upcoming Events
Join us for this Computing web seminar, in which the Head of BI at the Co-operative Group Nick Colebourn will be explaining just how he reigned in the Group’s sprawling database estate and how significant savings were realised and data quality improved as a result.
Date: 31 May 2012
Time: 11:00 AM
Live June 13th 11:00am: Register now. During this web seminar we will be looking at the sorts of incidents that can bring data centres grinding to a halt and what can be done about them.
Date: 13 Jun 2012
Time: 11:00 am
Receive the latest jobs direct to your inbox
Are you being paid what you are worth?
