[Info-ingres] FW: [Openroad-users] Introduction - 01-31-2006 , 01:19 AM
From: openroad-users-bounces (AT) peerlessit (DOT) com On Behalf Of Pam Fowler
Sent: Tuesday, 31 January 2006 4:23 AM
To: Openroad-users (AT) peerlessit (DOT) com
Subject: [Openroad-users] Introduction
I just wanted to spend a minute and introduce myself to this user
community. I have noted a number of emails lately questioning the new
Service Desk offering and offering up a number of a good suggestions for
the system which I have made note of. As we progress with the offering
and adding of new features within the system we will keep them in mind.
So, felt it was a good time to introduce myself and let you know how you
can reach me.
My name is Pamela Fowler and I have recently taken on the role of Vice
President of Worldwide Support for Ingres Corporation. Prior to this I
was responsible for support for all of the Database Management products
at CA, which included Ingres, and prior to that was with Platinum
Technology Intl, Inc. where I served as Vice President of Support for
the Enterprise Systems Management tools. I have taken on the role of
running support at Ingres Corporation to ensure that we move, and drive,
this organization forward and ensure that we are best-in-class. We
already have plans underway to assist in moving it to the next level of
support that you, our customer(s), are expecting.
We have, as part of the divestiture, maintained the key technical
resources that we had as a part of the Ingres organization under CA
including; the front line and specialists support, premium support,
sustaining engineering, and development. We are already working to build
upon all of these organizations with top technical candidates in the
industry to help us drive all of the products at Ingres Corporation
forward including; Ingres, OpenROAD, Enterprise Access, and EDBC.
We recently announced our Ingres Service Desk offering which is only at
the beginning stages of what we plan to offer. We are currently
migrating all of the data from CA's systems including AccountConnect and
SupportConnect. While we migrate information from the CA's system,
Ingres Corporation has decided to go live with its Web-based offering
for the logging of all new issues either directly by you, our customer,
or by Ingres Corporation support and services technicians. Ingres
Corporation technicians have the ability to view all your old issues and
information so if activity is required on a previously opened issue, it
can be summarized and a new issue opened in the Service Desk
application. This new issue will also be tied to your original issue
from CA's systems. Once we have finalized the internal data conversions,
we will then merge our current Service Desk system with the prior CA
system's data to provide you with a complete issue management solution.
This solution will be made available as soon as possible.
As part of our ongoing progress to continue building our support
operation we have implemented a toll-free support offering for Australia
that can now be reached via; 1800 614 435 (Australia Only, toll-free).
We will be continuing to expand our toll-free offerings in the region,
as needed, as well as expanding our offerings in EMEA.
I am also readily available to talk with any customer that has concerns
about how we are progressing with support.
We look forward to continuing our successful partnership with you and
all of our customers.
VP WW Support
pamela.fowler (AT) ingres (DOT) com
(708) 478-5695 (H)
(650) 587-5590 (O)
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