Attachmate ups its commitment to customer satisfaction; Attachmate adds 72-hour critical problem resolution guarantee to its industry leading SUPPORTWARE! products.

BELLEVUE, Wash.--(BUSINESS WIRE)--Jan. 18, 1996--Attachmate(R) Corporation -- The Intranet Company -- today increased its investment and commitment to customer satisfaction.

The addition to the company's already industry-leading service portfolio, Attachmate is unveiling a revolutionary program specifically designed to quickly resolve customers' problems. The new offering guarantees SUPPORTWARE!(TM) 96 Elite, Strategic, and Global customers critical problem resolution within a 72-hour time frame. SUPPORTWARE! 96 is Attachmate's robust remote telephone support program, offering customers top-level technical expertise.

In today's multi-vendor communication enterprises, timely and effective response to problems is a necessity. As companies expand their enterprise networks to include Internet access as well as Intranet services for business-critical applications and data, the need for fast and effective vendor support will undoubtedly increase. Attachmate's addition of the 72-hour critical problem resolution guarantee to SUPPORTWARE! 96 is a direct response to this growing customer need.

"Attachmate's response guarantee is leading-edge in the software support market," said Kurt Johnson, director of Systems Software Support Research at International Data Corp. "Some software vendors guarantee call-back times, but Attachmate is taking this one step further by guaranteeing a resolution time. IDC research shows that fast response and access to the appropriate support person are among customers' most critical high-end support contract requirements.

"Attachmate is showing its commitment to these customers through its 72-hour critical problem resolution guarantee. By putting its own neck on the line to resolve customers' problems as quickly as possible, Attachmate is demonstrating that it understands the costly implications of system downtime."

SUPPORTWARE! 96 assists customers by ensuring seamless integration of Attachmate products within each customer's unique environment. SUPPORTWARE! goes far beyond traditional "hot-line" customer support. SUPPORTWARE! addresses specific customer needs through customized programs which increase user productivity through fast, accurate, insightful service. SUPPORTWARE! 96 creates an unrivaled service feature-grouping that addresses specific and unique customer needs while still giving the customer flexibility of choice.

"This new resolution time guarantee demonstrates our commitment to increased customer satisfaction. This total dedication of our 350-person support staff, backed by 600 software engineers, gives our SUPPORTWARE! 96 customers the timely critical problem support and solutions they demand," said John Schneider, vice president of Worldwide Service and Support Products at Attachmate. "We've actively listened to customers' concerns and needs. The result is a redefinition of the role and responsibility of the software vendor. The 72-hour critical problem resolution guarantee, as part of SUPPORTWARE! 96, proactively meets the challenges imposed by the dynamics of the industry. Our goal is to reinvest in the heart of our business the customer. This new commitment to customer support embodies the true spirit of partnership."

Beginning in March 1996, the 72-hour critical problem resolution guarantee, in conjunction with a 15-minute response guarantee, ensures that Attachmate's US SUPPORTWARE! 96 Elite, Strategic, and Global customers receive the fast critical problem resolution demanded by today's enterprise networks. The critical problem response guarantee is bundled at no extra charge as part of Attachmate's SUPPORTWARE! 96 Elite, Strategic, and Global support products.

About Attachmate -- The Intranet Company

Attachmate is the leading supplier of enterprise software that helps organizations create sophisticated Intranets, allowing users to access, manipulate and exchange business information whether it resides within the enterprise or on the Internet. Attachmate's Intranet solutions allow organizations to seamlessly bridge the gap between corporate information systems and the emerging Internet.

Backed by a high level of customer service and support, Attachmate's product families include universal information access and productivity-enhancing software ranging from host and Internet communications to collaborative Internet conferencing, publishing and document management software, to remote access, enterprise client/server, and software/network management and distribution applications. The sixth largest PC software company in the world, Attachmate employs over 2,000 people in more than 30 countries.

For more information about Attachmate's products, contact Attachmate's headquarters in Bellevue, Wash., at 206/644-4010 or toll free 800/426-6283. Attachmate's World Wide Web address is http://www.attachmate.com.

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Attachmate is a registered trademark, and Attachmate -- The Intranet Company and SUPPORTWARE! are trademarks of Attachmate Corp.

CONTACT: Attachmate Corp.

Walter Conner, 206/649-6551

[e-mail]

NOTE TO EDITORS: In the Internet/email address noted in this news release, there is an "at" symbol between walterco and attachmate.com. This symbol may not appear properly in some systems.