SOURCE: Aruba Networks, Inc.

Aruba Networks, Inc.

October 26, 2009 00:10 ET

Aruba Networks' Customer Advocacy Group Wins STAR Award for Service Excellence From the Technology Services Industry Association

Aruba Honored for Service Excellence in Continual Improvement

SUNNYVALE, CA--(Marketwire - October 26, 2009) - Aruba Networks, Inc. (NASDAQ: ARUN), a global leader in 802.11n wireless LANs and secure mobility solutions, today announced that its Customer Advocacy Group has won a Fall 2009 STAR Award for Service Excellence from the Technology Services Industry Association (TSIA), the services industry's largest and most vibrant association. The STAR Awards recognize technology companies that display exceptional leadership, innovation and commitment in the continual improvement of service and support methodology and delivery. This Fall the TSIA issued awards in 12 different service categories, and Aruba was honored with the 'Continual Improvement' award.

The Service Excellence in Continual Improvement award is presented to a company that has demonstrated exceptional service levels and customer satisfaction for three or more years, with year-over-year improvements and a plan in place for continual improvement in the future. Since its inception in 1990, the prestigious STAR Awards have recognized technology companies that display exceptional leadership, innovation, and commitment in service excellence.

"The STAR Awards are recognized throughout the industry as one of the highest honors for service and support organizations," said Stephen Smith, CFO and CIO for TSIA. "This award acknowledges that Aruba Networks has been honored by its peers for providing world-class support as one of the best in the business."

The Continual Improvement category judges applicants on seven criteria:

--  Customer support center responsiveness;
--  Web self-service/knowledge base;
--  Product supportability;
--  Proactive service offerings;
--  Service quality improvement programs;
--  Customer impact;
--  Business impact.

Continual improvement must be demonstrated over a 2-3 year period, and customer satisfaction statistics must be provided for six quarters.

"At Aruba our culture is defined by the phrase 'Customer First, Customer Last,' and continuous improvement is essential to exceeding customer expectations," said Jagdeep Singh, Aruba's Head of Customer Advocacy. "The drivers of our continuous improvement processes are our world class teams, technology expertise, and strictly enforced best practices and procedures. Our overall performance against expectations has improved 33% over a 3 year period, and 90% of customers surveyed were satisfied with our service and support. This contrasts with a 77% rating for our peers, and a 78% rating for the industry as a whole. By any measure we are delivering best-in-class support, an achievement recognized by the STAR Award."

Aruba has a staff of over 80 customer advocacy engineers, one Global Frontline Technical Assistance Center, and nine Global Escalation Technical Assistance Centers in the US, UK, France, UAE, Japan, China, and Australia. Access to technical support is available 24 x 7 x 365, and calls are handled by a live operator within ten seconds. Phone, e-mail, Web, chat, and on-site support are offered.

For additional information on Aruba's range of service and support products, please visit our Web site at

About Aruba Networks

People move. Networks must follow. Aruba securely delivers networks to users, wherever they work or roam, using a combination of award-winning solutions:

--  Adaptive 802.11n Wi-Fi networks optimize themselves to ensure that
    users are always within reach of mission-critical information. Rightsizing
    expensive wired LANs by replacing them with high-speed 802.11n Wi-Fi
    reduces both capital and operating expenses;
--  Identity-based security assigns access policies to users, enforcing
    those policies whenever and wherever a network is accessed;
--  Remote networking solutions for branch offices, fixed telecommuters,
    and satellite facilities ensures uninterrupted remote access to
--  Multi-vendor network management provides a single point of control
    while managing both legacy and new wireless networks from Aruba and its

The cost, convenience, and security benefits of our secure mobility solutions are fundamentally changing how and where we work. Listed on the NASDAQ and Russell 2000® Index, Aruba is based in Sunnyvale, California, and has operations throughout the Americas, Europe, Middle East, and Asia Pacific regions. To learn more, visit Aruba at For real-time news updates follow Aruba on Twitter at

About TSIA

The Technology Services Industry Association (TSIA) is the technology services industry's largest and most vibrant association, encompassing more than 50,000 members from 300 companies in 80 countries. Our ranks include services executives, managers, and professionals from around the globe. To learn more please visit

© 2009 Aruba Networks, Inc. AirWave®, Aruba Networks®, Aruba Mobility Management System®, Bluescanner, For Wireless That Works®, Mobile Edge Architecture, People Move. Networks Must Follow., The All-Wireless Workplace Is Now Open For Business, RFprotect, Green Island, and The Mobile Edge Company® are trademarks of Aruba Networks, Inc. All rights reserved. All other trademarks are the property of their respective owners.

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