Pillar Data Systems Signs With IBM Global Services for Field Service and Support

Agreement Bolsters Pillar's Ability to Support Enterprise Customers

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SAN JOSE, Calif - 13 Jul 2005: Pillar Data Systems, a leading provider of enterprise storage systems, today announced an agreement with IBM Global Services, the world's largest field service and logistics provider. Under the terms of the agreement, IBM Global Services will provide Pillar customers with 24X7 field service and logistics support.

"We're committed to providing our customers with the industry's most responsive and attentive service and support," said David McCroskey, vice president of customer service at Pillar. "We chose to work with IBM Global Services because they provide the industry's largest and most scalable field services and logistics organization. Combined with Pillar's own field service capabilities, we've significantly expanded the geographic footprint of our field service personnel and spare-parts stocking locations."

The agreement with IBM Global Services adds significant value to Pillar's already comprehensive service and support infrastructure. Over 10 percent of Pillar's 350 employees work in customer service, covering field-based professional services, 24X7 technical assistance, customer training, and Web portal operations.

"We're pleased to extend our field service and logistics capabilities to Pillar customers," said Scott Dougall, general manager, Technical Support, IBM Global Services. "Companies such as Pillar look to IBM for state of the art automated infrastructure, best of breed skills, and a highly efficient field force to deliver superior after-sales support to their customers."

Pillar Axiom(TM) Backed by Robust Warranty and Service Capabilities
Pillar backs its products with a standard three-year hardware warranty and 90-day software warranty, covering overnight advanced-exchange parts replacement, live 24X7 technical support, software upgrades, automated fault monitoring and Web service portal access. Pillar's Web support portal allows customers to manage account information, log and track service requests, access technical education and documentation, download software upgrades, and search the knowledgebase.

Pillar also offers a range of more advanced hardware and software support and warranty options, including onsite service and support within four hours of a request. Pillar's own professional services organization offers solution-oriented service and support packages, as well as the ability to custom design deliverables, all focused on addressing specific customer needs.

Pillar announced its first product, Pillar Axiom, on June 13, 2005. The product has garnered rave reviews from customers, who praise the system for its unprecedented manageability and serviceability. Pillar Axiom offers a feature-rich, GUI-based management console that guides technicians step by step through maintenance and replacement procedures. This ensures rapid resolution of service requirements without system downtime.

Pillar Axiom's architecture was designed for simple serviceability, using hot-swappable drives, RAID controllers, fans, power supplies and motherboards. All Pillar Axiom components are designed as customer replaceable units (CRUs) for easy field replacement. The guided maintenance software guides customers or technicians through the maintenance process.

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