HERNDON, VA - October 19, 2004 - Windward Consulting Group, the premier operational management consulting and systems engineering firm, today announced its Maintenance, Administration and Support Team (MAST) services. MAST is designed to provide Windward's customers with technical support on mission critical systems.
As part of this program, Windward provides around-the-clock telephone, web-based, fax and e-mail technical support services, at each customer's discretion, through its dedicated help desks located at Windward's Technical Support Center in Herndon, Va. "We are thrilled to be offering this program to our customers," stated John Roberts, CTO of Windward. "MAST is a much needed program that will allow our clients to have immediate access to our dedicated support and engineering staff to ensure that the systems that they are relying on to maintain business operations are operating at peak performance."
Windward offers this program on an 8X5 or 24X7 basis, dependant on customers' systems' needs.
Call Handling Services
Through Windward's call handling service, customers will receive assistance in the resolution of technical support questions relating to the use and operation of their network or systems management solutions; opening of a new call record, or trouble ticket, for each incident raised by a customer relating to the use and operation of their management solutions; and quick escalation of any call records not addressed within agreed upon timescales.
In delivering the technical support service, Windward provides a four level call severity system, critical, high, medium, and low, which will be determined jointly between Windward and its customers.
Product Maintenance
Through MAST, Windward will provide updates and enhancements on an as available basis. These include error fixes, documentation, enhancements to keep current with changes in operating systems and user environments, performance enhancements, presentations tools, functional enhancements, and platform extensions.
MAST Availability and Pricing
The MAST program is available immediately to Windward customers and prices vary based on individual contract and maintenance needs.
About Windward
Founded in 1997, Windward Consulting Group provides strategic management consulting and systems integration services to organizations that rely on their network and systems infrastructure as a key business asset. Windward takes a fresh look at organizational objectives and develops a strategy on which to build dynamic solutions that continually increase customers' return on investment, increase efficiencies and overall reliability, as well as reduce operation costs. Windward works with a diversified, global customer base consisting of Fortune 500, service providers, and governments. For more information on Windward, please visit www.windwardcg.com or email solutions@windwardcg.com.