Gateway Bulks Up on Reseller Service, Support Offerings

By Carol Ellison  |  Posted 2004-02-06 Email Print this article Print
 
 
 
 
 
 
 

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Hot off its acquisition of eMachines last week, Gateway, Inc., yesterday rolled out a host of support services for the channel to be sold through its new ProNet reseller network.

Hot off its acquisition of eMachines last week, Gateway, Inc., yesterday rolled out a host of support services to be sold through its new ProNet reseller network.

Solution providers and professional audio/video integrators can now resell Gateway Extended Service Plans. These offer customers extended warranties, on-site and helpdesk support coverage, and accidental damage protection for up to five years on Gateway desktops, notebooks, all-in-one PCs and displays.

"By selling Gateway Support Services through our ProNet program, VARs now have the opportunity to offer replicable and proven services to their customers," said Steve McAllister, Gateway's VP and general manager of SMB and professional channels.

"We view this as an excellent opportunity to provide our customers with even more value and service -- all through a single point of accountability," said Chuck Greeley of Office World, Inc., a ProNet reseller based in Lima, Ohio.

The specifics

New services that resellers can offer customers include:

  • Gateway Extended Service Plans extending warranties and support coverage on Gateway desktops, notebooks, all-in-one PCs and displays up to five years.
  • Gateway Accidental Damage Protection (ADP) which augments standard limited warranties and protects damage due to unintentional impacts, dropping, falls, spilled liquids and more. This offering augments a product's existing standard.

  • Gateway Two- or Four-Hour On-Site Service which provides rapid on-site part replacement services on storage and server products.

  • Desktop Application Support offering tutorial support and assistance, available in 30, 60, or 90 minute calling cards on more than 150 Windows and Mac-based software applications.

  • Gateway Enterprise System Support coverage for network operating systems and back-office applications, sold in three, five and resolution packs.

  • Gateway Escalation Advisor, providing senior-level support engineers for customer-specific needs.

  • Gateway Personalized Help Desk Services, a 24x7 tech support and tutorial service hotline customized for the customer.

    Carol Ellison is editor of The Ziff Davis Channel Zone. Write to her at carol_ellison@ziffdavis.com.

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    Carol Ellison is editor of eWEEK.com's Mobile & Wireless Topic Center. She has authored whitepapers on wireless computing (two on network security–,Securing Wi-Fi Wireless Networks with Today's Technologies, Wi-Fi Protected Access: Strong, Standards-based Interoperable Security for Today's Wi-Fi Networks, and Wi-Fi Public Access: Enabling the future with public wireless networks.

    Ms. Ellison served in senior and executive editorial positions for Ziff Davis Media and CMP Media. As an executive editor at Ziff Davis Media, she launched the networking track of The IT Insider Series, a newsletter/conference/Web site offering targeted to chief information officers and corporate directors of information technology. As senior editor at CMP Media's VARBusiness, she launched the Web site, VARBusiness University, an online professional resource center for value-added resellers of information technology.

    Ms. Ellison has chaired numerous industry panels and has been quoted as a networking and educational technology expert in The New York Times, Newsday, The Los Angeles Times and The Wall Street Journal, National Public Radio's All Things Considered, CNN Headline News, WNBC and CNN/FN, as well as local and regional Comcast and Cablevision reports. Her articles have appeared in most major hi-tech publications and numerous newspapers and magazines, including The Washington Post and The Christian Science Monitor.
     
     
     
     
     
























     
     
     
     
     
     

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