- Enterprise-class support for mission-critical software platforms
- In-depth expertise in Borland products and related technologies
- Global organization to support geographically distributed teams
- Multiple channels for information access complemented by a portfolio of self-service tools
Borland Technical Support provides enterprise-class support, around the clock, for mission-critical applications and software development teams for thousands of customers worldwide.
Borland's world-class technical support engineers are true experts in the Borland product line and key related technologies. Borland Support can provide:
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Up-to-date service and installation information
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Answers to your software usage and functionality questions
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Information, tools, and fixes to prevent known software problems
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Timely responses and resolutions for all of your software inquiries and issues
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Consistent support options for all of your Borland software
Borland Technical Support has the infrastructure to fully support global corporations with operations in multiple sites around the world.
- Borland has fully staffed support engineering offices around the world, including Cupertino, CA; Scotts Valley, CA; Santa Ana, CA; Atlanta, GA; Amsterdam, The Netherlands; Singapore; Tokyo, Japan; and a number of worldwide satellite offices.
- Support engineers are the customer's single point of contact, with full accountability for the resolution of an assigned case. Your support engineer will coordinate the efforts of global support teams, specialists in remote support organizations, third-party vendors, and Borland product engineering teams to address your issues.
- Borland Support offers a follow-the-sun support model that ensures that high-priority cases can be transferred seamlessly in order to provide continuous coverage when working to restore service to a mission-critical production system.
The Support organization is structured to ensure rapid resolution of customer issues.
- All incoming customer inquiries, including both technical support cases and nontechnical administrative issues, are answered directly by Borland Customer Support and are either handled or escalated appropriately.
- Customers can be provided instant case updates via the support Web site, or view up-to-date case progress documented by Borland support engineers in the global unified case-tracking system.
- Resources are prioritized for maximum response to issues occurring in production environments, including rapid access to Borland product engineering teams as necessary, to minimize costly downtime.
Customers can rest assured that their concerns are being heard directly by Borland, with readily available escalation channels directly to Borland management.