Menlo Park, California--July 27, 1992--Gupta Technologies today announced a
broad new customer support initiative designed specifically to address the
diverse needs of its customers installing client-server applications
across PC networks. Gupta's customer-base ranges from independent
developers and consultants to the departmental user to the enterprise-wide
customer. The primary new technical support programs are Gupta-certified
Authorized Support Centers (ASCs) and "Pay Per Incident" support (PPI).

ASCs will broaden the number of options all Gupta customers have for
obtaining support, while PPI offers the small to mid-size customer, with
only occasional needs, "pay as you go" support. PPI lets customers obtain
just the amount of support they need, when they need it, at a price they
can afford.

Finally, Gupta announced modified STAR (Strategic Technical Account
Representative) Service, its premier support program for large sites
deploying graphical client-server applications across an enterprise. STAR
Service, which provides a dedicated technical support representative, has
a newly simplified fee structure making it far more appealing to large
organizations requiring complete and comprehensive Gupta technical
support.

The new programs and policies are in direct response to customer feedback
regarding support and are intended to increase the overall quality and
responsiveness of the support Gupta provides its customers.

Steve Fowler, Gupta's vice president of technical services said, "We
believe we're well on our way to meeting the challenge of providing
technical support for complex client-server software for our diverse
customer-base. On the one hand we have customers whose expectations
regarding pricing and service were set in the world of shrink-wrapped PC
software and on the other we have customers whose support expectations
were set in the mainframe world. Internally, we carefully evaluated our
current programs. Externally, we evaluated industry trends for providing
support and polled our customers on their specific likes, dislikes and
requirements regarding Gupta technical support."

Fowler continued, "As a result of the customer satisfaction survey we
discovered our support policies were tailored far too narrowly. As with
graphical database tools, we found one size does not fit all. With the new
programs announced today we are able to offer technical support solutions
to Gupta customers across the board; from the small independent
developer/consultant to the department to the enterprise-wide customer."

Authorized Support Centers 

Gupta's Authorized Support Centers (ASC) are companies trained and
authorized by Gupta to provide hotline support to Gupta customers on all
its products. The initial program will be highly controlled so that Gupta
can refine it before expanding the program outside the United States.

Authorized Support Centers will complete a rigorous set of prerequisites in
order to receive ASC certification and will set their own fee structures
and policies for providing hotline support. Aside from the financial
benefits of becoming an ASC, support centers will have remote access to
Gupta's Problem/Answer Knowledgebase, an on-line data repository of
technical problems and solutions regarding all of Gupta's products.

The first companies well on their way to receiving certification as Gupta
Authorized Support Centers are two of Gupta's National Business Partners:
RDA Consultants in the Baltimore/Washington, D.C. area and InterAccess
based in the New York Metropolitan Area.

Pay Per Incident 

Gupta's new "Pay Per Incident" program is an entry level support program
for the individual developer/consultant and the small departmental
customer. The new program was broadly asked for by this customer set. It
provides a quick and easy way for anyone who needs occasional assistance
on specific issues to obtain answers and solve problems with the help of
Gupta's technical support engineers (TSE).

Each incident is priced at $175 and is payable via credit card. Technical
support personnel will be able to verify credit card information and then
transfer a caller to the appropriate TSE with one simple phone call
initiated by the customer. No purchase orders are required and an incident
will remain open until closed by mutual agreement of the TSE and the
customer.

The "Pay Pa Incident 10 Pack" is advance purchase of a block of 10 Pay Per
Incidents for $1,500. The 10 Pack will have an expiration of one year with
no restrictions on who within an organization may initiate a call.

Overall Improvements 

In the last six months Gupta has devoted an extraordinary amount of
resources on building a strong support infrastucture in order to provide
the highest quality technical support to its customers. Since February
Gupta has increased technical support staffing by 50 percent and
anticipates 100 percent increased staffing by the end of 1992. Gupta has
also installed a state-of-the-art quarter million dollar Automated Call
Distribution system which went on-line in late April.

The ACD system dramatically improves technical support's ability to respond
to customers. ACD is a voice-prompted automatic call routing system that
distributes calls to TSEs based on information customers enter into their
telephone keypad. Aside from increased customer responsiveness, the new
system allows Gupta to gather call tracking statistics in order to
increase overall efficiency of its telephone support.

About Gupta Technologies 

Gupta Technologies, Inc., founded in 1984, is the leading vendor of
client-server database software for PC networks. Gupta's products include
SQLBase Server, application-development and end-user tools (SQLWindows and
Quest) for Microsoft Windows environments and SQLNetwork, a family of
software products for connecting Gupta tools and servers to other server
data sources such as DB2 and ORACLE. Novell, Inc. currently holds a 19%
equity position in Gupta from investments dating back to 1990. For further
information about Gupta products call 1-800-876-3267.

Gupta Technologies Inc, 1060 Marsh Rd, Menlo Park, CA 94025
415-321-9500

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