Nov, 2001 : Keynote Launches Advanced Technical Services

📅 November 14, 2001 - Keynote Systems (keynote.com) has announced the immediate availability of Keynote Advanced Technical Services, three enhanced levels of technical support which underscore Keynote's commitment to provide the 24/7 Web site performance management services required by enterprisecustomers.

Keynote says its Advanced Technical Services bridges the gap between thesimple "how to" technical support questions and the more demanding andin-depth support and diagnostic needs of enterprise customers. The newservice levels provide advanced diagnostic assistance and premier servicecapabilities across all of Keynote's benchmarking, testing and applicationperformance management solutions.
Keynote Advanced Technical Services builds on the insight behind Keynote'sWeb performance data to determine if a performance problem resides in theapplication layer, network layer or Web infrastructure. Advanced diagnosticsinclude root-cause analysis of the customer's Web site infrastructure, whichmay require investigation into network connectivity, Web serverconfiguration or the design of the site itself. Using a variety of advanceddiagnostic tools, Keynote's Technical Service Consultants put their domainexpertise in Internet performance to use to resolve a customer's criticalperformance issues. Overall, the new services will help speed problemresolution and provide in- depth diagnostic analysis and interpretation ofMyKeynote Web performance data.
The three levels of Keynote Advanced Technical Services, Silver, Gold andPlatinum, provide the appropriate level of technical expertise to satisfythe diverse support needs of enterprise customers. Customers who require amore consultative support solution and want to maximally leverage Keynote'stechnological expertise in Web performance management will benefit fromAdvanced Technical Services.
Customers subscribing to Platinum level service receive a dedicated TSC whobecomes intimately familiar with the customer's unique business requirementsand technical environment. Gold level customers receive access to Keynote'shighly skilled team of TSCs who are dedicated to Gold accounts. Gold andPlatinum customers also receive proactive transaction monitoring whichautomatically detects broken scripts caused by customer site changes.Customers are notified of the problem so that transaction scripts can bequickly re-engineered to the customer's new Web site specifications therebyminimizing potential business impact to the customer.
"Keynote measures over 12,000 Web sites each and every hour of the day,"said Lloyd Taylor, Keynote's vice president of technology and operations."We've learned a great deal about diagnosing and resolving performance andavailability issues, and are now making that expertise available on aneasy-to-access subscription basis. Our three tiers of technical serviceprovide our customers with access to some of the top Internet performanceanalysts in the business - people who can pinpoint the cause of performanceand availability problems quickly and effectively."
Silver, Gold and Platinum Advanced Technical Services packages are availableimmediately. Pricing starts at $1,500 per month.

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