Attachmate Sets Course for Technical Support in New Economy; Company Establishes New Bar For Relationship-Based Business of the Future.

INDIAN WELLS, Calif.--(BUSINESS WIRE)--Feb. 9, 1999--Today at DEMO, the leading computer conference focused exclusively on emerging technologies, Attachmate announced plans for an industry -- a comprehensive level of support offerings encompassing video interaction between support technician and customer, voice interaction, remote control capabilities, and a shared desktop.

Attachmate, a leading provider of host access management and e-business solutions, recognized the gap between vendor and customer in the area of support and set out to find specific technologies to bridge this gap.

According to Christopher Hoffman, research director at IDC, "Attachmate's vision of video and remote control Web technology is an innovative and cutting-edge enhancement to the service and support landscape. This creative initiative clearly aligns with the broader support industry movement toward improved real-time, personalized communication for better assisting customers through difficult, stressful support situations. Through this, Attachmate is demonstrating its commitment to building a superior support organization, and corresponding strong customer relationships."

The new speed of business

As companies implement e-business solutions, their IT staffs are thrust into a new era of computing with demands and timelines where success is measured in minutes and hours, not days and weeks. This rigorous environment redefines how vendors and customers work together. Attachmate's vision of support reflects the Company's commitment to not only be a true extension of customers' internal staffs, but takes it one step farther by working together to solve complex issues over the web. Attachmate's solutions-based support redefines in-depth customer relationships by bringing together people, technology, and ideas in an open information space.

"Technology is a key component in enhancing customer relations as part of a comprehensive business solution," said Chris Shipley, analyst and executive producer of DEMO. "Just as the telephone gave people many more opportunities to 'reach out and touch someone,' likewise new horizons in web technology, such as interactive video and collaboration software, can optimize relationships in ways we're only beginning to utilize."

The business-to-business revolution

Over the next 18 months, Attachmate will be aggressively rolling out a series of technologies and solutions to help its customers be better equipped to implement and utilize e-business. The idea that customers and vendors have simply a buy-and-sell relationship is antiquated. The way corporate executives are selecting vendors is undergoing a vast change, no longer are they seeking only solid technology. They must now rely on technology leaders who also have the ability to execute these business-to-business relationships and to understand relationship-based business.

Say it, then do it, too

The attributes of these new support criteria set forth by Attachmate reflect the changes happening in business -- platform-independence, accessible by only a browser, no plug-ins required, no need to learn a new application, and no software installed at the desktop. Attachmate's support will be all of these things as the Company rolls out the shared desktop support environment to its Elite customers.

Attachmate's plan will combine technologies from partners in the areas of video over the web and remote control, where, with the customer's consent, support technicians will have the ability to take remote control of the customer's desktop for expert detailed troubleshooting over the web.

SupportWare Elite Plan

SupportWare Elite delivers premium technical support for mission critical operations using Attachmate(R) products. SupportWare Elite customers receive dedicated technical support from a seasoned Technical Account Specialist, guaranteed response times within minutes, an annual site visit, customized SupportWare Online web page, and flexible add-on options including 7x24 support and additional sites and technicians.

World-class support and services

For more than 17 years, Attachmate has been a steadfast leader in providing superior technical support. Attachmate SupportWare(R) plans provide a wide range of support services -- from basic help desk support to developer assistance to mission critical dedicated support -- meeting the needs of large and small IT organizations alike.

-- Attachmate's worldwide support staff exceeds 220 specialists,

speaking eight languages including French, German, Italian,

Spanish, English, Portuguese, Cantonese, and Mandarin.

-- Ninety percent of customer issues are resolved without code

fixes.

-- Fifty percent of customer issues are resolved the same day.

-- Two minutes is the average hold-time for customers while waiting

for a support analyst to take their call.

-- Worldwide member of TSANet, the Technical Support Alliance

Network for multi-vendor support on mutual customer issues.

Pricing

For pricing information on Attachmate SupportWare Elite, or other SupportWare plans, please contact your local sales representative, or call Attachmate's corporate headquarters at 425/644-4010.

About Attachmate

Attachmate Corporation provides e-business solutions and applications for managing enterprise host access to more than 10 million enterprise users worldwide. With 80 offices in 30 countries, Attachmate delivers a comprehensive framework of host access management products, consulting services, and global strategic partnerships. For more information about Attachmate products and consulting services, contact Attachmate worldwide headquarters in Bellevue, Washington at 425/644-4010 or www.attachmate.com.

(c)1999 Attachmate Corporation. All Rights Reserved. Attachmate and SupportWare are registered trademarks of Attachmate Corporation. Other trademarks or registered trademarks are the property of their respective owners.