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Gateway, IBM whittle customer-response time

The hardware maker partners with Big Blue's services team to provide its business customers with quick relief for servers.

    Gateway launched on Thursday a new on-site support service for its servers and external storage products used by businesses.

    The two-hour response service builds on an existing partnership between Gateway and IBM Global Services, under which IBM provides support with next-day and four-hour response times. Now, the response time has been reduced to two hours, Gateway said.

    Prices for the subscription-based service were not announced.

    Poway, Calif.-based Gateway said that with the service, it can now reach customers within a 50-mile radius of 68 metropolitan areas, within two hours. However, not all states will be covered by the service.

    Gateway has recently cut jobs in an effort to streamline its manufacturing, delivery and service operations. In September, the company notified about 850 customer-service and technical-support employees that it would be eliminating their positions.

    The hardware maker said the two-hour service will help cut downtime for customers' data centers, which handle business processes.