Most companies with this kind of person are enterprise software and hardware companies. You would find very few web-based companies who actually provide that kind of service level to our customers. And for us, being there with our customers is very critical to our success and to our customers' success. So we've invested heavily in building the technical account manager organization. Where it differs from other service centers is that it's available to respond to customers however and whenever they wish.
Freedom of choice is the guiding philosophy behind the design.
We don't want to force our customers into working with us through the web or through email or over the phone. We let them choose how they transact business with the Jamcracker Service Center. They can come to us through any of those methods, and the service levels they'll get will be the same no matter what. With some companies you'll find that they respond faster through the telephone or faster through the web, because that's the way they want to encourage their users to go. But our commitment is to respond to a customer within one minute regardless of the method they choose to contact us.