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FOR IMMEDIATE RELEASE: Resonate Customers Give Excellent Marks to Technical Support Staff SUNNYVALE, Calif., Mar. 19, 2002 — Resonate Inc. (NASDAQ: RSNT), the provider of award-winning service level management solutions for business-critical applications, today announced the results of a study measuring customer satisfaction of Resonate Technical Support Services for the year which ended December 31, 2001. More than 100 companies were surveyed including leading enterprises such as Charles Schwab, Empire Blue Cross and Blue Shield and Jackson National Life. Resonate provides its customers with technical support expertise to help ensure the uptime and performance of their mission critical applications. Resonate 24X7 Support Service includes telephone and email support and Resonate Premier On-Site Support Service offers a Resonate representative to be dispatched to a customer site to troubleshoot an existing problem. "We have an installed base of dedicated customers that are truly fans of our products, " said Mark Baz, Director of Customer Care at Resonate Inc. "It is important for us to maintain this relationship with our customers through our support offerings. We consider our customers as partners and are committed to working with them in solving any issues they may have, above and beyond what is expected." An impressive 100% of the respondents were very satisfied with the level of support they received from Resonate Technical Support. 71% of the companies surveyed reported that their overall impression of Resonate Technical Support was "Excellent" while 29% reported a "Good" rating. Respondents selected from the following ratings: "Excellent, " "Good, " "Fair" and "Poor." As one of the largest life insurance and financial services organizations in the United States, Jackson National Life is an industry leader in the areas of fixed, indexed, and variable annuities, as well as term and permanent life insurance. "I am consistently impressed with the level of support provided by Resonate, " said Jeff Sweney, Systems Administrator, at Jackson National Life. "My calls are answered in less than a minute by staff who understand the Resonate product as well as have an understanding of a variety of operating systems." NeoForma builds and operates Internet marketplaces for the healthcare supply chain. "Overall I've had very positive experiences with Resonate technical support, " said Brian Gerard, Senior Systems Administrator, at Neoforma Inc. "The support engineers have always been patient, polite, professional and knowledgeable." In addition, Resonate continues to enhance its Technical Support Service. Resonate has expanded portions of the Technical Support Website and has added an online portal for customers to open, edit and track incidents online. For more information on Resonate Technical Support offerings, see http://www.resonate.com/sup_offer.html. Resonate provides solutions for leading enterprises who must guarantee the end-user service levels of business-critical applications while cutting operating costs. Resonate Commander Solutions? software is the first and only service level management solution that significantly reduces problem resolution time while simultaneously routing end-users around problems, ensuring transaction completion. About Resonate Resonate is headquartered in Sunnyvale, California. For more information on Resonate, visit http://www.resonate.com.
Note to Editors: Resonate and the Resonate logo are registered trademarks and Resonate Commander Solutions and Keeping E-Business Open for Business are trademarks of Resonate Inc. All other trademarks are the property of their respective owners.
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