LOTUS Development's customer service and support (CS&S) organisation has announced three new technical support systems for its clients. Lotus Knowledge Base for Notes, SmartSuite and cc:Mail will give customers access to the same technical information used by Lotus service and support staff. Knowledge Base is a database containing technical notes, answers to the most frequently asked questions, toolboxes, product release notes, executable programs, Lotus ScreenCam multimedia movies, embedded graphical images and information about Lotus training, education and professional consulting programs. Knowledge Base users who do not use Notes can benefit from the service by using the Notes client contained on the Knowledge Base CD-ROM. Lotus Knowledge Base is available on-line, allowing organisations to use databases daily with those maintained by Lotus CS&S staff, or through subscription to a monthly CD-ROM. Lotus said people using Knowledge Base will benefit from valuable product tips and techniques. The company said they will also find answers to their questions and problems much more quickly. It added help desks can distribute Lotus Knowledge base throughout their organisations, while providing users with a common interface to technical support information. Users can also extend the value of Knowledge Base by depositing support information on other products used in their organisations. As a result of making internal users more self-sufficient, Lotus said companies reduce the costs associated with providing their own technical support. Lotus Knowledge Base products are available for an annual fee of HK$2,300. The price includes the option of an initial CD-ROM and the license to connect either directly to The Lotus Notes Network or via 12 monthly CD-ROM's. The on-line version is available throughout North America and the CD-ROM version is available worldwide. Lotus Development has also announced the shipment of a wide-area message monitoring package for organisations using Lotus cc:Mail, the world's most popular e-mail system for local area networks. Lotus cc:Mail View gives systems administrators a detailed graphical display of their cc:Mail e-mail network. It also provides reports and charts showing message system statistics for charge back and planning.