ISS gets credit for support

Internet Security Systems (ISS) has achieved Support Center Practices (SCP) certification for its worldwide support. It is the first IT security company to pass the programme.

  • E-Mail
By  Simon Duddy Published  March 22, 2005

Internet Security Systems (ISS) has achieved Support Center Practices (SCP) certification for its worldwide support. The SCP certification program quantifies the effectiveness of customer support based upon a set of performance standards. The SCP programme is guided by a body of sponsoring companies and is managed by Service Strategies Corporation. “Internet Security Systems is committed to delivering the highest level of service to its customers, streamlining their technology experience and helping them to easily integrate security within their existing business infrastructure,” says Sally Foster, vice president of worldwide customer support at ISS. “SCP certification demonstrates that we have the business processes in place to drive efficient support operations and are actively delivering the best service experience possible to our customers - one that ultimately leads to better protection for their organisation,” she adds. In a recent study by IDC on security software support services, the research firm concluded that success in the field depends on three main criteria. These are proactively providing support to customers, offering customised support and building supportability into products. ISS claims to have surpassed these requirements by achieving the SCP certification. The criteria sections defined within the SCP certification programme represent the broad scope of business practices necessary to deliver top-quality support and are based on more than 100 discrete business elements of compliance. Companies seeking certification must meet high customer satisfaction rates, verified by SCP auditors, prior to achieving certification.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code