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Foundry Networks Expands Its EMEA Customer Support Initiative

Thursday, September 04, 2008

SANTA CLARA, Calif. and AMSTERDAM, Netherlands, Sept. 4, 2008 (GLOBE NEWSWIRE) -- Foundry Networks(r), Inc. (Nasdaq:FDRY), a performance and total solutions leader for end-to-end switching and routing, today announced its ongoing commitment to its large enterprise and service provider customers in Europe, Middle East and Africa EMEA with an expanded European-based support center. The expanded support center will augment Foundry's robust support organization; European customers will continue to receive support through Foundry's authorized resellers, systems integration partners, local systems engineers as well as the Technical Assistance Center TAC and escalation groups at the company's U.S. headquarters. Foundry's global support organization has a long-standing history for delivering superior technical prowess through its highly skilled systems engineering organization and has been recognized by Gartner(1) in 2008 for its outstanding customer support.

Building on Foundry's established support foundation, the new Technical Assistance Center TAC in Amsterdam was designed to offer greater support to Foundry's enterprise and service provider customers who require highly specialized direct and real-time technical assistance, escalation, and Return Material Authorization RMA management. Situated in Amsterdam's commercial district of Sloterdijk, a major geographical hub for EMEA, Foundry's new regional TAC offers WLAN, switch, router, application delivery and network management support to resellers and customers in the EMEA region. Foundry's TAC staff also provides local language support in order to minimize communication issues and reduce the customer time to repair.

In order to more effectively service local EMEA customers, the fully-equipped Amsterdam TAC lab enables support engineers to simulate a variety of network environments to duplicate, troubleshoot and diagnose networking issues. Foundry maintains a comprehensive escalation policy to senior management for all critical issues to quickly address customer support needs. TAC engineers also have direct access to research and development engineers at Foundry's headquarters to resolve problems promptly and minimize complexity for customers.

"Customer satisfaction is the most important aspect of our job," said Paul Twombly, vice president of customer support for Foundry Networks. "Being the network provider of choice for EMEA's most demanding customers, we made a strategic decision to create a first-class TAC in the heart of the region to ensure our valuable customers have additional specialized technical resources needed to maintain business continuity and enhance their networking infrastructure capabilities."

Foundry has additional TACs fully staffed by highly trained engineers positioned at major points around the world to service customers anytime and anywhere.