Sentire adopts SafeHarbor's Web-based customer support
Outsourcing was the answer for top-quality customer service

SATSOP, Wash. (February 20, 2001) — SafeHarbor Technology Corporation, which provides Web-based customer support for companies worldwide, today announced it is providing customer service solutions for Sentire Inc., an Internet performance optimization service.

Sentire's (www.sentire.com) Web-based service, SentireOpsis, simultaneously monitors Internet protocol applications, internal network resources and the customer experience, giving eBusinesses a coordinated view of Internet functionality from inside and outside a company's firewall.

"High-quality self-help customer support is essential to the continuing success of Sentire's Internet performance optimization service," said Dave Mancini, Sentire's vice president of operations. "SafeHarbor's easy-to-use Web-based service provides unparalleled support to our rapidly growing customer base. SafeHarbor offers a complete customer service solution, allowing us to focus on our core business strategy."

SentireOpsis' real-time alerting, trend reporting and forecasting wizards act as a virtual network operations center and chief information officer, helping information technology professionals accurately pinpoint Internet problems and plan future capacity requirements. SentireOpsis increases the value of eBusiness Web sites by enabling a high-quality customer experience.

"SentireOpsis is about making sure customers' Web sites run smoothly and trouble free. They needed a customer support program that offers users that same trouble-free service," said Bo Wandell, SafeHarbor's president. "End-users find answers to their questions more than 70 percent of the time on our self-help Web sites. That saves time and the frustration of sitting on hold waiting for a call center operator. And of course there are substantial cost savings as well."

With SafeHarbor, users are guided and encouraged to solve problems themselves first, before getting on the phone. SafeHarbor created a customized support site for Sentire that is integrated into the SentireOpsis' Web site. The customer support service provides online answers to customers' questions about SentireOpsis, including configuration issues and password and log-on questions.

Sentire joins a growing list of technology companies that use SafeHarbor's support solutions to provide top-notch customer service and reduce costs.

SafeHarbor develops, hosts and continuously updates each client's Web self-help Knowledge Base, and SafeHarbor's staff provides one-to-one support through e-mail, chat and the telephone. Customers can also submit questions right from the company's Web site through a unique service called a "Web case." The Web case technology identifies what kind of computer and browser the customer is working from to provide faster, more efficient help from SafeHarbor Knowledge Technicians.

Sentire is the latest business in the technology sector to leverage SafeHarbor's expertise in providing customer and technical support. Other SafeHarbor customers include: Access Washington, the state of Washington's 24-hour online portal that provides traditional customer support capabilities to better serve residents; and Mountain View, Calif.-based Triscend Corporation, the leading provider of Configurable System-on-Chip devices for the communications market.

SafeHarbor recently received $25 million in third-round funding. The company has also expanded its Web-based customer service to companies in Europe with an office in London.

About SafeHarbor Technology Corporation
SafeHarbor is the pioneer in delivering Web self-help customer support to companies with e-business initiatives, with special expertise in financial services, technology and government. Because the Web has changed the way people seek information, Web-based support can drive efficiencies in business operations.

SafeHarbor's graphical, Web-based Knowledge Bases-backed by one-to-one support via Web case, e-mail, chat and the phone-increase customer satisfaction while reducing cost and time to market. SafeHarbor's solutions are developed by expert Knowledge Engineers and backed by a state-of-the-art technical infrastructure, enabling progressive companies to scale instantly and fuel company growth.

SafeHarbor's corporate headquarters are located at the Satsop Development Park 90 miles south of Seattle; the company also has offices in Seattle, San Francisco, Chicago, New York and London. For more information, please visit online at www.safeharbor.com.

About Sentire Inc.
Sentire Inc. is the premier provider of comprehensive Internet performance optimization services that help businesses increase efficiency, customer satisfaction and revenue. Sentire's patent-pending Web-based service, SentireOpsis, is the first performance service that simultaneously monitors IP applications, internal network resources and the customer experience, allowing a company's IT staff to proactively forecast capacity requirements and reduce speed-to-fix time. SentireOpsis promotes immediate resolution of Internet problems by combining information from inside and outside a company's firewall with its robust notification and escalation engine. SentireOpsis lets users set multiple alert threshold levels to determine who receives notification and by what method at each level. SentireOpsis' step-through configuration wizards allow rapid and efficient implementation with service provided on a monthly subscription basis. Customers access all tools, data and reports using Sentire's secure Web site. Sentire is a privately held company located in Renton, Wash.

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