October 30, 2003

Gateway Has Customers Covered With Launch of Two-Hour Response Service for Enterprise Systems Products

Working With IBM Global Services Gives Gateway Ability to Reach Any Business Within 50 Mile Radius of 68 Metro Locations

Gateway customers can now get on-site technical support for their servers in less time than it takes to reformat a hard drive.

Gateway, Inc. today launches two-hour response service(1) for the company's entire enterprise systems products line, encompassing its rack-mount and tower servers, as well as its external storage products. Having established a strategic relationship with IBM Global Services, Gateway can now reach any business within a 50 mile radius of 68 metropolitan areas -- from Honolulu to Birmingham, Ala. -- within two hours. The new service is available 24 hours a day, seven days a week and even on holidays.

Gateway's customers, who include many leading corporations, small- and medium-sized businesses (SMBs), government agencies and educational institutions, can subscribe to the service to ensure better uptime for their Gateway enterprise systems hardware. Customers with data centers, in particular, will now be able preserve critical business processes and avoid costly downtime.

"Our launch of two-hour response service is an example of how Gateway continues to offer the best possible experience for its business customers," said Jim Jones, GM and vice president of Gateway's services group. "From break-fix services to replacing specific parts for a server or storage device, Gateway ensures rapid hardware recovery when and where our customers need it."

In August, Gateway announced a contract with IBM Global Services to provide field-based support with next-business-day and four-hour response time, on-site repair, parts logistics, and other infrastructure and professional services.(1) The agreement allows Gateway to not only deepen the scope of support for its business critical systems, but also allows the company to geographically broaden its services footprint. Today, with the launch of two-hour response, Gateway takes its support offerings a step further.

My spin: If Gateway does not rebound, it's not for lack of trying!

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