VEChannel Event Profile

Meeting SLAs Without Increasing Head Count

If the applications you support are mission critical, you know a thing or two about Service Level Agreements. What you may not know is that there is a simple, online solution to meeting your SLA requirements and avoiding penalties. In this web seminar, Dino Saccani , Customer Support Manager for Ericsson , will share his first hand experience in meeting strict Service Level Agreements for both hardware and software products using just 6 support reps and WebEx Support Solutions. About our speaker Dino Saccani, Customer Support Manager Americas, Ericsson NetQual, Inc. Mr. Saccani has spent over five years managing technical support teams and three years as a technical support engineer for wireless system design tools. He holds a BA in Economics from the University of Richmond and has spent eight years as a US Army Reserve Officer. All you need to attend is : A 56Kbps Internet connection or better Netscape 4.x or Internet Explorer 4.x (AOL users: AOL5.0 and above only) A separate telephone line for the audio or a sound card and speakers for the Internet phone session. The WebEx Event Manager installed before the event at http://webexevents.webex.com under " Set Up ." NOTE: This plugin will automatically install unless your browser has high security settings. A Windows PC or Apple Mac OS X or higher

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