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PYRAMID AND STRATEGIC PARTNERS LAUNCH 'AFFILIATE SUPPORT' SERVICE FOR MISSION-CRITICAL DATABASE ENVIRONMENTS

 SAN JOSE, Calif., April 19 /PRNewswire/ -- Pyramid Technology Corporation (NASDAQ: PYRD) today introduced its new Affiliate Support service for customers running mission-critical database environments. With a single telephone call, participating customers can now expect Pyramid and its database partners to join together to manage and resolve complex "gray area" systems or software issues, in which the source of a hardware or software problem is not readily apparent.
 With the objective of providing optimal system availability and superior customer satisfaction, the Affiliate Support service integrates the support resolution processes between Pyramid or any one of its major relational database partners (Informix, Ingres, Oracle and Sybase), providing a single point of contact for customers with technical issues related to Pyramid computing platforms acting with its affiliated partner's relational database. Once the customer service call is made and a "gray area" is determined, Pyramid and its partner will jointly identify if an issue is hardware or software-related, then resolve the issue to the customer's satisfaction.
 Because "gray area" issue resolution is the focus of the Affiliate Support service, the customer is relieved of managing the problem- solving process. More significantly, the proactive cooperation between Affiliate Support participants means that costly and time-consuming vendor bottlenecks are eliminated.
 "Customers won't accept vendors that "pass the support buck" -- they want answers fast," said Robert Johnson, associate director, Software Support Services, Worldwide Services Group of Dataquest/Ledgeway. "This program targets `gray area' needs and signals the importance of partnerships to quickly resolve interdependent issues."
 "As the playing field levels in terms of hardware price/performance and scalability, enterprise server vendors are developing more comprehensive `soft skills,' including service, support and partnerships," said Brian Richardson, senior research analyst of open computing and server strategies for META Group of Westport, Conn. "Pyramid's recent announcements, particularly the Affiliate Support program in conjunction with the leading RDBMS vendors, are steps in the right direction, complementing its existing strengths in high-end symmetric multiprocessing."
 "Smoothly coordinated system and RDBMS software support is mandatory to respond efficiently to our data center customers running mission critical database environments. Affiliate Support eliminates many of the problem-solving obstacles found at multi-vendor sites," said John Chen, chief operating officer for Pyramid.
 "Pyramid's Affiliate Support program is not the typical alliance `handshake' agreement. Rather, it is a mutual commitment of resources, time, and education between Pyramid and our RDBMS partners so that customers can benefit from fully integrated support solutions," Chen added.
 Affiliate Support services are delivered by customer support engineers from Pyramid and its relational database partners who have participated in extensive joint training programs in order to maintain up-to-date technical information on each other's product lines. As a result, each organization's technical teams have product-specific expertise and knowledge of interoperability issues required to provide rapid problem resolving support.
 By consulting on action plans designed to remedy "gray area" system level problems, Pyramid and its database partners work in tandem to implement problem resolution strategies that meet customer approval. In the event a customer service request cannot be resolved easily, the Affiliate Support program's escalation process is designed to bring the issue to the attention of the engineering staffs within Pyramid and its RDBMS partner. Affiliate Support response efforts are not considered "closed" until customer approval is obtained.
 The Affiliate Support program is available only to those customers with maintenance or support agreements with both Pyramid Technology and with the participating RDBMS vendor.
 Company Background
 Pyramid Technology Corporation manufactures, markets and supports the MIServer line of high-performance, high-availability servers for open data center computing. Pyramid's products are based on a multiprocessing RISC system architecture and a commercially enhanced version of UNIX System V Release 4 (SVR4) operating system. Pyramid has installed over 3,500 systems internationally, and supports the largest UNIX-based relational databases in the world. The company was founded in 1981 and is headquartered in San Jose.
 Affiliate Support RDBMS Partner Responses
 Informix Software
 "As businesses leverage new technologies and create increasingly sophisticated applications to meet their productivity needs, cooperative support services like Affiliate Support are required to promptly and accurately resolve technical problems. This approach is the natural evolution of the long-standing partnership between Pyramid and Informix. It formalizes the joint working relationship we have developed to service our most progressive customers," said Jim Hendrickson, vice president of customer services.
 Ingres
 "Integrated support becomes essential as companies select the technologies that best meet their business objectives. Our companies have a long-standing partnership that enhances the development of database and system technologies that excel together. The Pyramid Affiliate Support program extends this partnership to include cooperative support services, providing the framework necessary to resolve customers' technical needs promptly and efficiently," said Sue Shields, vice president, customer service and support for Ingres products.
 Oracle Corporation
 "Cooperative interests are becoming much more critical within our industry. Oracle's new partnership with Pyramid gives us the ability to provide our customers with a single point of contact. This enables us to streamline the support process and improve our customers' productivity. We are excited to be involved in another cooperative venture with Pyramid," said Randy Baker, vice president, U.S. customer service and support.
 Sybase
 "As interoperability becomes increasingly important to the implementation of client/server solutions, vendor partnerships are becoming a critical element of quality support. The Affiliate Support program will strengthen our ability to work together with Pyramid and share responsibility for providing the seamless, enterprise level client/server support required by our shared customers. Sybase has made the commitment along with Pyramid to provide responsive, high-quality, integrated support," said Taylor Pohlman, vice president, worldwide customer services and support.
 -0- 4/19/93
 /CONTACT: Stuart McFaul of Pyramid Technology, 408-428-8460/
 (PYRD)


CO: Pyramid Technology Corporation ST: California IN: CPR SU: PDT

CK -- NY013 -- 7164 04/19/93 08:34 EDT
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Date:Apr 19, 1993
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