enterprise.huawei.com/us
Accelerate Your Business with Huawei Unified ICT Service
James SchottDirector, Service Channels & Marketing
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Services in Enterprise Sales
Huawei Service Portfolio
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Huawei Enterprise Services
Huawei Service Partners
Tools for Service Acceleration
Huawei Service: Next Steps
enterprise.huawei.com/usHuawei Enterprise Page 3
Services in the Enterprise Sale
Designing A Global Advantage™
Introduction
Huawei Enterprise Page 5
Huawei Enterprise Page 6
Partner, System Integrator
Huawei Enterprise Service Strategy is to enable our partners to provide a better, more valuable service to end customers.
Huawei Enterprise Service Strategy
Huawei Enterprise Page 7
“Huawei's services strategy has evolved significantly over the past twelve months.”
“The talk was all about high-level advisory services
with a focus on business outcomes.”
“Huawei understands that maintenance has to move beyond traditional break/fix”
“take on a more proactive character.”
“key issues will be the extent to which partners can be moved along this Services evolution”
IDC analyst comments concerning Huawei Enterprise Service Strategy, Oct 2012
What Analysts are Saying
Huawei Enterprise Page 8
Equipment80%
Training5%
Support15%
US Spending on Goods and ServicesService offers an incre-mental sales opportunity
If we do not secure the service spend, it will be spent elsewhere
Support is the foundation of an ongoing customer relationship
Enterprise ITC & Service Budgets
Based on Forrester Research, Inc. , 2013“US Tech Market Outlook Report…”
Huawei Enterprise Page 9
Service = Sales Opportunity
Sell more. Sell value. Profit.
$% $% $%PRODUCT
SALESSUPPORT
CONTRACTSPROFESSIONAL
SERVICES
Huawei-Brand < < < < < Price Parity > > > > > Partner& Co-Brand
enterprise.huawei.com/usHuawei Enterprise Page 10
Huawei Service Portfolio
Huawei Enterprise Page 11
Customer
HiCare
Huawei Brand ServiceResold by Partner
Delivered by Huawei
Partner Brand ServiceSold and Delivered by Partner
Supported by Huawei
CoCare
Huawei Service Platform Support-E/e-Learning/Simulators/TACs/SOCs/Spare Parts/Certification
Always Online
Go-To-Market Approach
Huawei Enterprise Page 12
TechnicalServices Training & Certification Professional
Services
IP Products (Switches & Routers)
IT Products (Storage & Servers)
UC&C Products (TP & VC)
Delivering Assurance
Lifecycle Services Framework
Service PortfolioProduct
Portfolio
Plan Design Implement Maintain Optimize
Huawei Enterprise Services Portfolio
Huawei Enterprise Page 13
Huawei Service Portfolio
Professional ServicesEnabling Transformation
Plan - Design - Implement - Optimize
Training & CertificationCertification for Partners & Customers
Associate – Professional - Expert
Technical ServicesMaintenance Support
Standard - Enhanced - Premier
Huawei Enterprise Page 14
Programs to Accelerate Your Business
Warranty & DOA
Proof-of-Concept Testing
Certified Service Partner Program
Quoting & Configuration Support
Marketing, Collateral, Tools & Templates
Market Development & Training Funds
Huawei Enterprise Page 15
Huawei Technical Support
Operate & Maintenance Support Levels
Standard Enhanced Premier
9x5 NBD 9x5 4-hour 24x7 4-hour
• Online Support • 24x7 TAC Access• Software Updates• Hardware
Replacement
Delivery Options:Advanced Hardware Replacement
Onsite Hardware Replacement
Support Options:•Multi-year contract term•Equipment health check•Onsite troubleshooting•Focal support service•Certification Training
Huawei Enterprise Page 16
Huawei R&D
ServiceRequest
L3 support
Remote Support
Escalation
Huawei FieldTechnician
Certified ServicePartner (CSP)
Huawei Global TAC
Onsite Support& Installation
US TAC
1-8 77 9 [email protected]
Parts Consignment
Depot
Huawei Parts Warehouse
Parts Distribution
USA Parts WarehouseL2 support
Escalation
Customer
...Parts Delivery
& Replacement
Technical Support Delivery Model
Huawei Enterprise Page 17
240+ Forward Stocking Locations (FSLs) in USA
1,100+ field engineers Same-day service to
over 40,000 locations Next-day service to
every US zip code
Parts/Depot Distribution in US
Huawei Enterprise Page 18
Huawei Professional Services
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Design• IP network Design• Facility design• Data center design
Planning• Capacity planning• Technology analysis• Architecture planning
Optimization• IP network Optimization• TP Optimization• Data Center Optimization
Implementation■ Equipment installation■ Integration ■ Acceptance test procedure
Prof.Service
s
Plan
Design
Implement
Optimize
Huawei Enterprise Page 19
Huawei Training Services
Training & Delivery Options: Huawei Authorized Learning Partner Huawei Online E-Learning Huawei Onsite Delivery Robust Catalog of Training Courses
Product Domains
IP Transmission UC&C IT & Cloud Platform CC
Router &Switch
WirelessLAN
Security(Secospace)
TransmissionNetworks Unified
CommunicationVideo
ConferencingStorage & Servers
Cloud Computing
CallCenter
enterprise.huawei.com/usHuawei Enterprise Page 20
Huawei Service Partners
Huawei Enterprise Page 21
Technical Support Model
Huawei Platform Sales Tools, Online Support, eLearning, TAC, Tools, Parts
Huawei CoCareSold to Partner
Huawei Delivers CoCare to PartnerPartner Delivers Support to Customer
Huawei HiCareSold by Huawei or Resold by Partner
Delivered by Huawei
Partner
Customers
Huawei Enterprise Page 22
Steps to Becoming a Huawei CSP
Interested? Eligible?
CSP Application
Qualification Review
CSP Agreement
Certify Site, Systems & Engineers
Huawei Enterprise Page 23
Certified Service Partner Requirements
In-House Test Lab(5-Star CSPs)
Help Desk & Service Process
Certified TechnicalService Staff
VAR or VAPProduct Resale
Authorized service levels: 5-Star: 24x7 4-hour 4-Star: 9x5 4-hour 3-Star: 9x5 NBD
CSP Program
Huawei Enterprise Page 24
Initialization Enablement
During Certification
After certification
•Real case practice•Hand-on instructionSupport 1st node
implementation•Focus on working process•Less than 2 hoursProcess
Instruction
•Face to face with lab practice•E-Learning availableSpecialization
Training
•Fast track certification•Global training and examsCareer
Certification
•Push new technologies and product documentsTechnical
Newsletter•Award and incentive program for
Technical Elite“Technical Elite” Club
•Online courses and exam.•Tech Forums/Knowledge base
E-Learning Platform
•Advance troubleshooting skills•System optimization skills
Adv. Technical Training
•PM and Communication Skills•Customer satisfaction mgmt.
Soft Skills training
•Rapidly track latest technology•Interaction with partnerTechnical
Workshop
Partner Enablement
Ongoing Enablement
Huawei Enterprise Page 25
Engineer Training & Certification
Huawei Certified…
Product Domains
IP / Datacom Transmission UC&C IT & Cloud Platform CC
Router &Switch
WirelessLAN
Security(Secospace)
TransmissionNetworks Unified
CommunicationVideo
ConferencingStorage & Servers
Cloud Computing
CallCenter
Expert
Professional
Associate
CertificationProcess &
Exams
Huawei Enterprise Page 26
Huawei Certified Service Partners
Relationship Partners & Vendors
Certified Service Partners (CSP)from among interested & eligible partners (VARs & VAPs)
Huawei Enterprise Page 27
Source Support Services
Value Added Partner (VAP) &Certified Service Partner (CSP)
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IT Engineering Services
End-to-End Global IT Solutions
Full IT Life-Cycle Solutions
• The Marriage of:– IT Engineering Services &– Global IT Same Day Support
End-to-End Global IT Solutions
Designing A Global Advantage™www.sourcesupport.com
Optimizing Your Uptime Through:• Best-In-Class Solutions Design• Implementation Services• Same Day Global On-Site:
Parts Delivery & Replacement Field Engineer Support Worldwide Forward Stocking Location
Grid
Delivering Peace Of Mind: • Providing a dependable services infrastructure
that meets the stringiest SLA demands
Keeping Huawei Up & Running & On time!
Huawei Enterprise Page 30
- Same day parts and on-site response grid – USA- NBD Response – All Zip Codes
FSLs
Forward Stocking• 240 Locations USA• 40 Locations Globally
On-site Field Engineers:• Every Zip Code USA• Over 80 Countries Worldwide
Global Coverage Areas
Huawei Enterprise Page 31
IT Engineering Services
Huawei & Source Support
• Successful Partnership Since 2011– Over 2200 switches configured, installed,
maintained and monitored since Dec 2011.– Supporting Over 325 locations in N. America &
growing– Over 80 Forward Stocking Locations In the USA
today with Huawei product – 4 Hr Parts SLA’s– Great experience from all sides of the partnership
Huawei & Source Support
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Huawei & Source Support
• The Huawei Advantage– Excellent Quality Product & Performance Trends
• Positive comparison vs. key competition
– Excellent Executive Support of Partner– Excellent Engineering Support of Partner– Excellent Customer Service Support of Partner
Huawei & Source Support
Huawei Enterprise Page 33
Huawei Quality Trends 2012-2013• 1.5 years of excellent performance &
Quality• 2200+ Units In Field• 1.22% Call Rate• 0.61% Failure Rate (AFR)
Quality Reporting – Quality Product
enterprise.huawei.com/us
Tools for Service Acceleration
Huawei Enterprise Page 35
Service Resources for Partners
Service Tools
LicenseApp & Tools
Marketing Tools &
Templates
Technical Docs
Technical Assistance
CenterPartnerPortal
Softwareand Tools Download
Classroom & E-Learning
Knowledge Base and Forums
Huawei Enterprise Page 36
CUSTOMER
HUAWEIKNOWLEDGE
BASE
TOOLS
Enhance customer experience through
network intelligence.
Optimization Tools
Design Tools
Migration Tools
Planning Tools
Analysis Tools
Intelligent Service Tools
PARTNER
Huawei Enterprise Page 37
Huawei Authorized Service Partners
Relationship Huawei Authorized PartnersAuthorized Service Providers (ASP)for stocking locations and logistics, and Technical Assistance Center (TAC)
Authorized Learning Partners (HALP)for Technical Training and Certification
with
Huawei Enterprise Page 38
Essintial Enterprise Solutions
Authorized Service Partner (ASP)
Huawei Enterprise Page 39
One of the largest Independent Services Organizations (ISO) in the nation Private Equity Ownership
Acquired and merged two companies in 2010
Headquarters in Mechanicsburg, PA (also the primary TAC location) Handle over 40,000 Service Events a month Support partner of choice to major OEMs (Huawei, IBM, HP, Dell, Fujitsu, Toshiba and Super
Micro) Deep expertise in enterprise and data center hardware support Manage $15 Million in Consign Parts
Est -1967 Est - 1970 Est - 2010
Essintial Overview
Huawei Enterprise Page 40
Essintial TAC Overview• Primary Site Mechanicsburg PA• Secondary Site in Andover MA• Staffed 24x7x365• Customer web portal for real-time visibility of service event statusHuawei Program• Validation of Support Entitlement• Level 1 Help Desk - Huawei trained agents
Level 2 & 3 Help Desk in partnership with Huawei• Field Engineer Dispatching• Part Ordering and Dispatching
1 877-9 HUAWEI and email: [email protected] Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services.
Huawei Technical Assistance Center
Huawei Enterprise Page 41
Essintial is providing Huawei Warranty coverage for Onsite Repairs Essintial field engineers across the United States and Canada Essintial has rolled out a training program for Field Engineers to get trained on
Huawei products and be indentified in our “Tech Finder Database” Ability to meet 4 Hour Engineer Onsite SLA in Mid and Major Metro areas Next Business Day Response anywhere in the U.S. The Essintial TAC ensures Field Engineers are dispatched to SLA requirements
Huawei Nationwide Warranty Support
Huawei Enterprise Page 42
Essintial is managing Huawei Spare Parts Logistics Enterprise relationship with FedEx Forward and Reverse logistics Essintial’s main warehouse is in Memphis, TN – Which has a 12 AM CST cut
off time to get on a FedEx plane for next day delivery Additional warehouses in Harrisburg, PA and Oakland, CA RFID parts tracking in the warehouses Integrated systems with FedEx to optimize service parts inventory 240 Forward Stocking Locations (FSLs) Online visibility to parts inventory
Logistics & Inventory Management for Huawei
Huawei Enterprise Page 43
Essintial is a Huawei Authorized Service Partner (ASP) Can be branded as Huawei services Field Engineers Trained on Huawei product installations Nationwide coverage Ability to scale quickly Complete Project Management team Willingness to take on any size project Long history of working with VARs
.
Nationwide Hardware Installation Services
enterprise.huawei.com/us
Huawei Services: Next Steps
Huawei Enterprise Page 45
Key Contacts
Channel Account Manager
ChannelService
Manager
HuaweiChannel Progra
ms Team
Huawei Technical Sales Support (TSS)
Huawei Profess
ional Service
s
Huawei & HALP for Training
& Certificat
ion
Huawei Support-E Online Resourc
es
Distributors for Products and Services
Huawei TAC and Logistics Support
Huawei Enterprise Page 46
Huawei Services
•Channel-focused service program
•Service enablement to enhance partner capabilities
•Building brand, demand, and opportunity with partners
•Tools and support to deliver scalable, value-add services
Huawei Enterprise Page 47
Next Steps
Sell Services. Quote & Resell Huawei HiCare Support.
Register for access to the Support-E online support portal.
Visit the Huawei Services Tabletop Huawei Services Overview Brochure, HiCare & CoCare Datasheets Take the training & certification survey (win a prize!)
Training & Certification Sign up for July HCDA/HCDP Technical Certification Training Visit the Huawei training web pages, register for E-Learning or attend classroom
training
Interested in in the CSP Program? Review the Huawei Enterprise Partner web pages. Read the CSP Partner Brochure, Submit a CSP Application.
Copyright © Huawei Enterprise USA, Inc. 2013. All rights reserved.
No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd.
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