Shiva Debuts Multi-Tiered Customer Support Program 

Free software revisions, loaners, 48-hour replacements, host of other
benefits guaranteed

CAMBRIDGE, Mass., September 14, 1992 -- Shiva Corporation, a leading vendor
of network communications products, today announced a new Premium Support
Program and a Basic Support Program for customers in the U.S. and Canada.
The support offerings include an array of benefits that surpass, in many
respects, those offered under Shiva's own and competitors' standard
warranty programs.

Created in response to customer requests for a comprehensive support system
for all Shiva products, the new Premium Support and Basic Support Programs
provide a year's coverage, and three additional free months of warranty
protection. The limited-time offer essentially provides 15 months of
service for the price of 12. Shiva's standard warranty includes telephone,
e-mail and fax support for 90 days from date of purchase for software, and
one year for hardware.

Customers can now take advantage of a host of support features, such as a
toll-free helpline, guaranteed callback within one hour, free hardware
exchange, discounts on accessory parts, and volume discounts on warranty
protection.

"We're very proud of the new and improved support capabilities now
available through the Premium Support Program," said Stephen Van Beaver,
Shiva's director of product support. "The program is the best kind of
insurance for our customers, who demand top-of-the-line service for
top-of-the-line product." The cost of participation in the program is
extremely modest, Van Beaver pointed out, equal to about half the price of
repairing a Shiva product outside of warranty.

Shiva's Customer Support has put in place a new call tracking system, a
powerful relational database that tracks calls and maintains customer
histories, resulting in vastly improved service, response and resolution
time. The company has also increased their support staff and speeded their
phone support with an Automatic Call Director system.

All Shiva employees are committed to ensuring customers' complete
satisfaction and have signed a Customer Awareness Contract to guarantee
it. The company plans to continue offering additional support programs and
customized programs that are tailored to their customers' needs.

Shiva Corporation 

Shiva Corporation, headquartered in Cambridge, MA, is the leader in remote
network access for individuals and workgroups. Shiva products have won
critical acclaim for their ease of use and innovative solutions for remote
access and internetworking.

Shiva, One Cambridge Center, Cambridge, MA 02142
617-252-6300,  Fax: 617-252-6852

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