DOCUMENTUM Expands Global Customer Support; Addition of New Asia Pacific Service Center Delivers Real-Time, Live 24X7 Technical Expertise.PLEASANTON, Calif.--(BUSINESS WIRE)--June 9, 1998--DOCUMENTUM(R), Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :DCTM), the recognized leader in enterprise document and knowledge management solutions for client/server and Web environments, today announced a new Asia Pacific Service Center to expand global service to DOCUMENTUM customers with round-the-clock phone and Web support. DOCUMENTUM now has a total of four networked support centers world-wide providing customers with immediate access to knowledge and expertise related to DOCUMENTUM products. World-Wide Customer Support DOCUMENTUM is the only document management vendor to offer real-time around-the-clock customer support via the phone or the Web. The 24x7 phone support feature serves premium support level customers around the world, 365 days a year. More than 50 employees worldwide are dedicated to technical support and field inquiries in multiple languages, including English, German and French. DOCUMENTUM opened the Asia Pacific Service Center in Melbourne, Australia, to offer local time zone support for its Asia Pacific customers. The Melbourne center will be fully operational in the third quarter. After-Hours Assistance DOCUMENTUM augmented its after-hours support in the U.S. and Europe in response to a growing number of customers who run DOCUMENTUM products in mission-critical, enterprise-wide environments at different geographic locations. DOCUMENTUM's support engineers frequently collaborate with customers' other 24x7 support vendors, such as database or operating systems Operating systems can be categorized by technology, ownership, licensing, working state, usage, and by many other characteristics. In practice, many of these groupings may overlap. companies, to quickly resolve critical issues after hours Adv. 1. after hours - not during regular hours; "he often worked after hours" . Terry Coates, vice president, Information Technology and Computer Integrated Engineering Integrated Engineering is a multi-disciplinary, design project based engineering degree program. Integrated Engnineering is a program created to meet the demand for engineers who are able to deal with a wide range of problems, often involving knowledge from several , Asia Pacific for Kvaerner Process, a customer with a large presence in the Asia Pacific region, commented on the service, "Running global projects on a 24 hour basis means that we require immediate access to regional DOCUMENTUM expertise to help solve business-critical issues. It will make an enormous difference to be able to reach a local person at any time of day who can collaborate with our project teams and other 24x7 vendors, thereby keeping our operations up and running." "This service differentiates us from our competitors since we offer a 'follow the sun' approach to customer support, with live technical teams immediately available during normal business hours BUSINESS HOURS. The time of the day during which business is transacted. In respect to the time of presentment and demand of bills and notes, business hours generally range through the whole day down to the hours of rest in the evening, except when the paper is payable it a bank or by a ," said David Fullerton David Fullerton (October 4, 1772 - February 1, 1843) was a member of the U.S. House of Representatives from Pennsylvania. David Fullerton (uncle of David Fullerton Robison) was born in the Cumberland Valley, near Greencastle, Pennsylvania. , vice president of Worldwide Customer Service for DOCUMENTUM. "Rather than waking a service representative up with a pager, customers can be confident that their mission-critical problems will be handled by DOCUMENTUM product experts that are surrounded by all the equipment and documentation required to deliver world class support." Support Services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services A wide range of support services are available to help customers acquire skills and experience working with DOCUMENTUM products. In addition to the DOCUMENTUM Enterprise Document Management (EDMS (Electronic Document Management System or Enterprise Document Management System ) See document management. EDMS - Electronic Document Management System ) product family, DOCUMENTUM provides a range of training courses and consulting through DOCUMENTUM Professional Services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. as well as highly qualified technical support through DOCUMENTUM Technical Support Centers (DSCs) located in Pleasanton; London; Munich, Germany; and Melbourne, Australia. Customers with a Software Support Agreement can access these valuable support services, as well as the live, Internet-accessible Online Electronic Support Service Center. For United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. and Canadian customers, the DOCUMENTUM North American North American named after North America. North American blastomycosis see North American blastomycosis. North American cattle tick see boophilusannulatus. Support Center is located in Pleasanton. The Asian and Australian markets are supported by the new Asia Pacific Service Center. The Northern European Support Centre, located in London, serves all English and French-speaking customers. The Central European Support Centre, located in Munich, serves German-speaking customers. In other countries supported by a DOCUMENTUM distributor, customers receive support directly from the distributor in their local language, such as Swedish, Arabic, Japanese, Chinese or Korean, with second level support from DOCUMENTUM. About DOCUMENTUM DOCUMENTUM (http://www.documentum.com) develops, markets and supports a family of enterprise document management products that improve the effectiveness of the organization based on a company's business-critical information and proven processes. Headquartered in Pleasanton, DOCUMENTUM sells its products and services worldwide through a direct sales force, systems integrators, and affiliated distributors. DOCUMENTUM is the recognized leader in the document management market, with global customers in the process manufacturing The manufacturing industry that uses process control systems. See process control. , discrete manufacturing Fabricating products by assembling components and subsystems into larger systems. The automated assembly line is the prime example of discrete manufacturing such as in the making of automobiles, household appliances and computer systems. , finance and government services sectors. Note to Editors: DOCUMENTUM is a trademark of DOCUMENTUM, Inc. and may be registered in certain jurisdictions. All other company and product names are used for identification purposes only and may be trademarks of their respective owners.
CONTACT: DOCUMENTUM, Inc.
Clay Helm, 925/463-6800
clay.helm@documentum.com
or
Niehaus Ryan Wong, Inc.
Carla Schlemminger, 650/827-7023
carla@nrwpr.com
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