Support Awards and Certifications
Novell Technical Services is dedicated to providing quality products, programs, and services that meet or exceed customer expectations. We consider the pursuit of quality and continual improvement to be an on-going responsibility of every employee in our organization. In active support of this philosophy, Novell Technical Services pursues awards and certification in the following internationally recognized quality standards.
Awards
Ten Best Web Support Sites of 2008
The Association of Support Professionals (ASP) announced Novell as a winner of their 2008 "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support. Novell was also named to the ASP's Web Support Hall of Fame.
HDI Team Excellence Award
The HDI Team Excellence Awards honor world-class support organizations that have most enhanced the image of the industry by achieving the highest standards of excellence for delivering internal and external customer service and support. Both the Internal and External Awards use the same criteria for submission, each focusing on People, Process, and Technology aspects of the support center.
Certifications
ISO 9001:2000
The ISO 9001:2000 standard sets international requirements for Quality Management Systems, emphasizing continual improvement and customer satisfaction. Our ISO certificate, issued by NSAI, means that customers can trust that we have implemented the necessary internal processes to meet obligations.
Novell's EMEA support operation is ISO certified (ISO 9001:2000 standard).
SCP
Service Strategies' Service Capability & Performance (SCP) Standards provide the definitive benchmark of service excellence in the technology industry. Three distinct disciplines - support, field service, and professional services - provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their service and support operations. The SCP Standards were created and are updated annually by a consortium of industry leading companies, including Novell, committed to delivery world class services, along with Service Strategies Corporation and industry associations such as the Association for Services Management International (AFSMI) and others.
Novell's Global Technical Support Centers (North America, EMEA, Asia Pacific) are SCP certified. Novell's North America Field Service organization is SCP certified.
View the benefits of the SCP Certification.
IQNet
The international IQNet certification association provides international recognition and equivalence of various certification standards around the world. Customers can trust that regardless of the quality standard used, the quality system is complaint to an internationally recognized and accepted quality management standard.
Novell's EMEA support organization's ISO certification is recognized in the IQNet association.
Novell Technical Services Feedback
Novell Technical Services is committed to improving our products and services, and your input is a critical part of that process. If you would like to provide feedback regarding your support experience, please do so here.