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Virtual Library Assignment

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Independent firm Lighthouse Research & Development recently compared Linux technical support providers and found enterprises using Novell’s Linux support continue to report higher levels of satisfaction than customers using Linux support from Red Hat and Oracle. These reports are consistent with a similar study conducted by Lighthouse Research in 2007. Whether it was customer support in the field, by phone or over the web, customers using SUSE Linux Enterprise benefitted from the best customer support on the market. In addition, this article also recognized that for the fourth year in a row, Novell has been named “Best Web Support” by the Association of Support Professionals. This study gathered the opinions of technical personnel at companies who have used Linux support services provided by Novell, Oracle, and Red Hat within the previous 12 months. This reported that out of the users rating percentages for these three distributions, Novell was 71 percent, which was 6 percent higher than Oracle users and 10 percent higher than Red Hat users. It also showed the differences for mixed-platform environments, which were even more pronounced. Novel was rated a 7 or higher by 70 percent of respondents, compared to 59 percent for Red Hat and 44 percent for Oracle. It goes on to recognize that Novell technical support personnel are highly knowledgeable and experienced to produce one of the best technical support and services organizations. Furthermore, the Association of Service Professionals recently named Novell as one of the top 10 companies for best web support in 2010. Markus Rex, senior vice president and general manager of Open Platform Solutions at Novell, said, "Novell is an innovative company that continues to offer the best products and services available to its customers and partners. We are proud of our technical support organization for maintaining an obsessive focus on customer and partner success that has led to industry-leading benchmarks and numerous awards for excellence." (Novell, 3 Feb. 2011).

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"Novell; Novell's Linux Support Continues to Lead the Industry." Novell; Novell's Linux Support Continues to Lead the Industry. ProQuest Computing, 3 Feb. 2011. Wed. 27 July 2011. <http://search.proquest.com.proxy.itt-tech.edu/computing/docview/848869873/130D29647F13578BC4F/4?accountid=27655>

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