Introducing

Exclusive Networks’ Range of Professional & Support Services

Helping our Partners!

Passport Release 1Service Delivered bySales Engineering Local & ESCStaging LocalInstallation & Commissioning

Local & ESC

Technical SupportTALK ESC (local)

TALK24 ESC (local)Training Local & ESC

Professional Consultancy Local & ESC

Which vendors?

ESC Resource Matrix

Vendor TOTALAerohive 17Fortinet 15Infoblox 18Palo Alto 30LogRhythm 16Arbor Networks 17MobileIron 7

Distributed around Europe !

Reseller alternatives

Passport v Vendor Services

Case Escalation

LanguageEnglish only Local

Onsite Engineer& Spares

Vendor

Non-stop Clock

Interrupted Clock

Multi-vendorNo YES

Next Business Day

Later

Support - the Customers Options

Customer

1st Line Support

- Reseller or- Exclusive or- Vendor

2nd Line Support

- Exclusive or- Vendor or- (Reseller?)

3rd Line Support

- always the Vendor

Vendor

Passport – is the best choice !

Businesses supported by Passport Today !

Is Passport really any good?

What our Customers say Above average or

Better Quality of customer support > 87%

Staff were knowledgeable & polite >86%

Case was handled promptly >85%

Case was solved in a timely manner >78%

Overall customer satisfaction >85%

Survey of 510 customers, >500 responses

Customer Benefits

• Reduced Costs– Single multi-vendor contract

• Less Operational process– One point of contact

• Faster Resolution times– Regional 2L

• Higher Satisfaction– Improved service

As a customer, why wouldn’t you buy Passport?

Reseller Benefits• Reduced cost of Customer Support

– 24/7 case management and escalation– Multi-vendor single point of contact– Contract renewals – multi-vendor

• Improved Customer satisfaction– 24/7 LOCAL number, Local language 1L, multi-

vendor– Faster case resolution, next day onsite with spare

• Product AND Solution services– Consult, Design, Install, Maintain – all multi-

vendor• More opportunities to up-sell

– More customer insight– Shorter sales cycles

• Improved margins

What’s in it for You?

• Hard Benefits– More revenue– Easier to ‘resell’ annuity– More margin– More commission

• Soft Benefits– Gets you closer to the end customer– Better customer insight – More insight = more sales opportunities– Harder for resellers to switch distributor– Very hard for Vendor to swap Distributor

Illustration: Supporting a CARM solution

Customer

Who’s the customer going to call?

With Passport.....

Customer

Summary

• Treat Passport like a new Vendor • Strategic to the Business • European Support Centre• Keeps VAR & VENDOR close • Supporting the reseller deal

lifecycle• Better than any alternative• Simple ordering and fulfillment• Locally adapted collateral• Release 2……?