siteROCK Extends Its Service Line With New CallCare(TM) Offering - Cost-Effective, 24/7 Person-to-Person Critical Inbound Call Handling

Pumatech Beta Tests CallCare as First Point of Contact for Calls

From Strategic Pumatech Partners



Apr 18, 2001, 01:00 ET from SiteROCK Corporation

    EMERYVILLE, Calif., April 18 /PRNewswire/ -- siteROCK Corporation, the
 only ISO-9001 certified infrastructure services provider that focuses
 exclusively on remote 24/7 operations support services, today announced the
 immediate availability of a new siteROCK service, CallCare(TM). CallCare is a
 first-point-of-contact answering service that provides 24/7 human-based
 responses for all critical inbound calls from key customers, partners and
 employees. Available immediately to subscribers of siteROCK's remote
 infrastructure monitoring and management services, CallCare provides a
 cost-effective alternative to developing and staffing an internal call center
 solution and strengthens customer and partner relationships by ensuring
 immediate, efficient call processing and problem escalation.
     (Photo:  NewsCom:  http://www.newscom.com/cgi-bin/prnh/20000203/SITEROCK )
     siteROCK's CallCare operators perform "level one" call handling, which
 includes immediate human-based response to inbound calls, collecting
 information, verifying problems, notification, and escalation, all based on
 the individual customer's Dynamic Service Level Agreement (D-SLA). Both the
 extent of the actions taken by siteROCK as defined in the D-SLA and the times
 of day during which the CallCare service is in effect are flexible, adapting
 quickly to support customers' changing requirements.
     One of the participants in the CallCare Beta program is
 Pumatech (Nasdaq:   PUMA), the leading provider of software infrastructure for
 the mobile world. Pumatech software connects handheld organizers, cellular
 phones, pagers, and PCs to essential information, anytime, anywhere. By
 selecting siteROCK's CallCare solution, Pumatech is assured that a person
 -- not an automated response system -- will answer all critical inbound calls
 from their employees, customers and partners, all day, everyday. When calls
 come in, siteROCK's CallCare operators field the call, assess the situation
 and proceed with immediate pre-determined escalation and resolution activities
 defined by "if-then" action tables in Pumatech's dynamic service level
 agreement (D-SLA). In the event the situation cannot be resolved remotely,
 siteROCK will rapidly notify the appropriate contact at Pumatech and confirm
 escalation to their internal Operations staff.
     "With CallCare, we save the costs of staffing and managing a
 twenty four hour call center, and we deliver enhanced service to our most
 valued partners," said Tony Sumrall, Director of Online Operations for
 Pumatech. "Our customers include corporations, mobile device manufacturers,
 telecommunications carriers, software companies, and individuals for whom
 Pumatech solutions are business critical. While highly responsive inbound call
 handling is a vital aspect of our service mission, it is not one of our core
 competencies, or the best use of Pumatech's internal IT expertise. Because we
 already rely on siteROCK for minute-by-minute performance and availability
 monitoring and management of our Internet-based infrastructure, looking to
 them for this additional level of support was a natural step for us," said
 Sumrall.
     The success of siteROCK's remote infrastructure management services is
 based on a unique combination of quality people, processes, and systems, and
 CallCare extends this same combination to the handling of inbound calls. "Our
 customers engage siteROCK to cost-effectively deliver the industry's leading
 remote monitoring and management solution for e-business systems, corporate
 infrastructures and distributed networks. CallCare delivers the same quality
 and process-driven solutions to a problem of equal importance -- 24/7 critical
 call handling -- for our customers. It is a logical extension of our service
 offerings," said Chuck Ketteman, CEO of siteROCK.
 
     About Pumatech, Inc.
     Pumatech, Inc., formerly known as Puma Technology, Inc., is the leading
 provider of software infrastructure for the mobile world. The company, which
 has long been the leader in synchronization with its Intellisync(R)
 technology, is in the process of rolling out recently acquired, leading-edge
 personalization, notification and Web-browsing services integrated with
 synchronization. Pumatech now offers a comprehensive application suite, the
 Mobile Application Platform (MAP), for the delivery of highly personalized
 content to any mobile device. It is the only integrated solution that fully
 supports all mobile devices and standards, including WAP phones, SMS-enabled
 phones, Palm OS(R) handhelds, Pocket PCs, Web sites, and desktop applications,
 such as Outlook. Companies using Pumatech(TM) products can create powerful
 mobile solutions that give customers and employees anytime, anywhere access to
 relevant information. Pumatech's mobile solutions are used by a wide range of
 leading companies, mobile device manufacturers, telecommunications carriers,
 software companies, and individuals. Headquartered in San Jose, CA, Pumatech
 offers more information on its products and services at www.pumatech.com.
 
     About siteROCK Corporation
     SiteROCK Corporation is the leading provider of ISO 9001-certified
 services for monitoring, measuring and managing complex information technology
 (IT) environments. Where revenue is dependent on the reliable performance and
 availability of an IT system -- whether it's an internal corporate
 infrastructure, e-business system, a distributed system such as a wide area
 network (WAN), or a combination -- siteROCK is the solution. SiteROCK's remote
 24 x 7 operations support services cost-effectively augment internal staff,
 freeing them to focus on and control core IT initiatives. With operations
 centers in California, New Jersey, and Tokyo, siteROCK supports a growing list
 of corporations, co-location providers, hosting providers, and e-businesses.
 The company is headquartered in Emeryville, Calif. and can be reached at
 510-768-6000 or on the Web at http://www.siterock.com .
     NOTE:  Pumatech and Intellisync are trademarks of Pumatech, Inc., that may
 be registered in certain jurisdictions. Palm OS is a registered trademark of
 Palm, Inc. All other product and company names are trademarks of their
 respective owners.
 
 

SOURCE SiteROCK Corporation
    EMERYVILLE, Calif., April 18 /PRNewswire/ -- siteROCK Corporation, the
 only ISO-9001 certified infrastructure services provider that focuses
 exclusively on remote 24/7 operations support services, today announced the
 immediate availability of a new siteROCK service, CallCare(TM). CallCare is a
 first-point-of-contact answering service that provides 24/7 human-based
 responses for all critical inbound calls from key customers, partners and
 employees. Available immediately to subscribers of siteROCK's remote
 infrastructure monitoring and management services, CallCare provides a
 cost-effective alternative to developing and staffing an internal call center
 solution and strengthens customer and partner relationships by ensuring
 immediate, efficient call processing and problem escalation.
     (Photo:  NewsCom:  http://www.newscom.com/cgi-bin/prnh/20000203/SITEROCK )
     siteROCK's CallCare operators perform "level one" call handling, which
 includes immediate human-based response to inbound calls, collecting
 information, verifying problems, notification, and escalation, all based on
 the individual customer's Dynamic Service Level Agreement (D-SLA). Both the
 extent of the actions taken by siteROCK as defined in the D-SLA and the times
 of day during which the CallCare service is in effect are flexible, adapting
 quickly to support customers' changing requirements.
     One of the participants in the CallCare Beta program is
 Pumatech (Nasdaq:   PUMA), the leading provider of software infrastructure for
 the mobile world. Pumatech software connects handheld organizers, cellular
 phones, pagers, and PCs to essential information, anytime, anywhere. By
 selecting siteROCK's CallCare solution, Pumatech is assured that a person
 -- not an automated response system -- will answer all critical inbound calls
 from their employees, customers and partners, all day, everyday. When calls
 come in, siteROCK's CallCare operators field the call, assess the situation
 and proceed with immediate pre-determined escalation and resolution activities
 defined by "if-then" action tables in Pumatech's dynamic service level
 agreement (D-SLA). In the event the situation cannot be resolved remotely,
 siteROCK will rapidly notify the appropriate contact at Pumatech and confirm
 escalation to their internal Operations staff.
     "With CallCare, we save the costs of staffing and managing a
 twenty four hour call center, and we deliver enhanced service to our most
 valued partners," said Tony Sumrall, Director of Online Operations for
 Pumatech. "Our customers include corporations, mobile device manufacturers,
 telecommunications carriers, software companies, and individuals for whom
 Pumatech solutions are business critical. While highly responsive inbound call
 handling is a vital aspect of our service mission, it is not one of our core
 competencies, or the best use of Pumatech's internal IT expertise. Because we
 already rely on siteROCK for minute-by-minute performance and availability
 monitoring and management of our Internet-based infrastructure, looking to
 them for this additional level of support was a natural step for us," said
 Sumrall.
     The success of siteROCK's remote infrastructure management services is
 based on a unique combination of quality people, processes, and systems, and
 CallCare extends this same combination to the handling of inbound calls. "Our
 customers engage siteROCK to cost-effectively deliver the industry's leading
 remote monitoring and management solution for e-business systems, corporate
 infrastructures and distributed networks. CallCare delivers the same quality
 and process-driven solutions to a problem of equal importance -- 24/7 critical
 call handling -- for our customers. It is a logical extension of our service
 offerings," said Chuck Ketteman, CEO of siteROCK.
 
     About Pumatech, Inc.
     Pumatech, Inc., formerly known as Puma Technology, Inc., is the leading
 provider of software infrastructure for the mobile world. The company, which
 has long been the leader in synchronization with its Intellisync(R)
 technology, is in the process of rolling out recently acquired, leading-edge
 personalization, notification and Web-browsing services integrated with
 synchronization. Pumatech now offers a comprehensive application suite, the
 Mobile Application Platform (MAP), for the delivery of highly personalized
 content to any mobile device. It is the only integrated solution that fully
 supports all mobile devices and standards, including WAP phones, SMS-enabled
 phones, Palm OS(R) handhelds, Pocket PCs, Web sites, and desktop applications,
 such as Outlook. Companies using Pumatech(TM) products can create powerful
 mobile solutions that give customers and employees anytime, anywhere access to
 relevant information. Pumatech's mobile solutions are used by a wide range of
 leading companies, mobile device manufacturers, telecommunications carriers,
 software companies, and individuals. Headquartered in San Jose, CA, Pumatech
 offers more information on its products and services at www.pumatech.com.
 
     About siteROCK Corporation
     SiteROCK Corporation is the leading provider of ISO 9001-certified
 services for monitoring, measuring and managing complex information technology
 (IT) environments. Where revenue is dependent on the reliable performance and
 availability of an IT system -- whether it's an internal corporate
 infrastructure, e-business system, a distributed system such as a wide area
 network (WAN), or a combination -- siteROCK is the solution. SiteROCK's remote
 24 x 7 operations support services cost-effectively augment internal staff,
 freeing them to focus on and control core IT initiatives. With operations
 centers in California, New Jersey, and Tokyo, siteROCK supports a growing list
 of corporations, co-location providers, hosting providers, and e-businesses.
 The company is headquartered in Emeryville, Calif. and can be reached at
 510-768-6000 or on the Web at http://www.siterock.com .
     NOTE:  Pumatech and Intellisync are trademarks of Pumatech, Inc., that may
 be registered in certain jurisdictions. Palm OS is a registered trademark of
 Palm, Inc. All other product and company names are trademarks of their
 respective owners.
 
 SOURCE  SiteROCK Corporation