partner summit 2014 leveraging adtran services

Partner Summit 2014

Michelle Southerland, Product Management .

Leveraging ADTRAN Services

ADTRAN Confidential

ADTRAN Company Confidential ® ADTRAN, Inc. 2014 All rights reserved 2

You are not only a value added reseller. You are a solutions provider. A trusted advisor, well practiced in the art of consultative selling and “hands on” interaction with the customer.


Channel Partner Transformation

One time transaction sales

Reactive Services

Proactive Services

Preventative Services


Overall Services Market

Examples of Services in the Communications and Professional Services Market:

o IT Management (onsite and remote) o Help desk o Operational services o Hardware maintenance o Software support o Development and integration o Process management o Application management o IT Consulting o Hosted communications and related

cloud services

Source: Gartner

Professional Services are most commonly purchased to support the running of a business (68% of IT spending last year) versus growing the business or revolutionizing the business. Price and performance are the two main evaluation criteria.


ProServices – Supporting the ADTRAN Solutions

Multi Service Routers

Retail Outlet

L2/L3 Managed Switches

IP Business Gateways

IP Phones

Small Enterprise

Branch Office Medium Enterprise

•90+ stocking locations internationally •Chassis based pricing •Flat pricing regardless of geographical footprint through the United States, Canada, and Puerto Rico

Network Management

Large Enterprise Unified

Communications

ProServices is a comprehensive and flexible professional services program designed to meet the planning, implementation, support, and management needs of our Partners.


Services Overview

PROSERVICESSM ProStartSM

• Covers PLANNING AND IMPLEMENTATION

• Site Surveys • Remediation Plans • Assisted, Express, Remote,

and Onsite Implementations

ProCareSM • Covers SUPPORT • Maintenance offerings, Basic

through 7x24x4 onsite

ProCloudSM • Covers MANAGE • ProCloud Wi-Fi


ProStart Services

ProStart Services

Private Label

Assisted Implementations

Standard Resell

Site Surveys Express Implementations

Remote Implementations

Onsite Implementations

ADTRAN ProStart offers both standard resell planning and implementation services as well as “white label” or private label flavors


ProStart: Plan and Implement

Plan • Pre-sales ADTRAN technical support

o Available at 1-888-4ADTRAN to assist in creating bill of materials and hardware recommendations

o ProStart works directly with pre-sales technical support to confirm applications

• Site surveys and Assessments o Wireless Site Surveys o VOIP Readiness Site Surveys o LAN Assessment for

Hosted Voice Services o Remote or onsite


ADTRAN Project Managers deliver a level of expertise unmatched by our competitors.

• Certified on ADTRAN product • Partners with your PM • Coordinate Technical Resources • Organize and direct kick-off calls • Gathers both LAN and WAN Configuration Data • Confirm circuit status • Schedules turn up with carrier contact, field tech and end

user • Customer satisfaction follow-up

ProStart Project Management


Shift to Tactical Managed Services

Traditional Services

Managed Video and

Telepresence

Managed Contact

Center (Help Desk)

Managed WAN

Managed vWLAN

Managed Mobility

Managed LAN

UCaaS

Managed Voice

Move toward smaller, more tactical managed services contracts vs. traditional, all encompassing services with transfer of personnel and assets


ProCare Services

ProCare Services

Private Label

Basic Maintenance NBD

Remote Onsite

7x24x4

Remote Onsite

Standard Resell

Basic Maintenance NBD

Remote Onsite

7x24x4

Remote Onsite


ProCare Support

Each plan delivers priority call status and expedited unit replacement based on chosen SLA

5x8xNBD (remote tech) 7x24x4 (remote tech)

Site NBD (on-site tech)

Site 7x24x4 (on-site tech)

Configuration Management

Move, Add, Change Offering

Maintenance available in 1, 3 year terms


ProCare: Management and Support

N COMMAND MANAGEMENT MAC (MOVE / ADD / CHANGE) SUPPORT CPE REFRESHES ProCare utilizes ADTRAN Technical Support Engineers

• Ranked #1 for Post-Sales Support, Pre-Sales Support, and Training by CRN’s Annual Report Card (ARC) for 2013 for SMB Networking Hardware

• Local at ADTRAN headquarters • All have technical degrees • Hold certifications on ADTRAN product and industry

standard certifications such as CCNA and CCNP • Direct escalation path to ADTRAN Engineering for

expedited resolution to technical issues


Reduce Capital Expense

‘Pay as you sell’

Extend technical staffing and expertise

Eliminate Logistics Management

Extends partner coverage footprint

Increased services discount

ADTRAN Specialized Partners

Private Label Services

Helping our Partners deliver exceptional support!


ProCare Private Label

• Advanced unit replacement • 5x8xNBD • 7x24x4

• On-Site Technician • Priority 3rd tier technical support • Optional MAC overlay, N-command back

up

Partner retains ownership of the end user, delivering support and depending on ADTRAN for sparing, 3rd tier technical support and field technicians where needed


What’s Driving Overall Services Market Growth

Total Solution Offering • Managed services must be more proactive than remote monitoring alone and must address

security • Value placed in account management and relationships, driving business efficiencies • Premium associated with connectivity and “connectedness”, causing customer loyalty for

excellent professional services • Customer value in convenient services • Combines multi-vendor tactical service contracts; high potential for hardware and software

manufacturers

Cloud Services • Lower capital expense and shift to operating expense is highly desirable to end user customer • Differentiating cloud offerings (VoIP, wireless, security) with centralized management • Addresses leaner IT staffing • Cost reductions typically fall in the range of 10 – 20% when managed services, cloud services,

or outsourcing relationships are leveraged (Gartner) • Consultative sales to support value in account management and relationship

Leaders in this space provide turnkey solutions across multiple technologies and vendors as customers are typically not equipped to manage


ProCloud Competitive Differentiators

ProCloud is the ONLY MANAGED CLOUD MODEL PROVIDED BY THE MANUFACTURER

• Moves, adds, and changes to the system (up to 10 per year) • Delivers proactive monitoring, alerts, and technical support to the

End User instead of relying on Partner to deliver services

ProServices offer TURNKEY SOLUTIONS for the complete life cycle of the wireless solution

• Site surveys • Express, Remote, Onsite Implementation • Managed services

Lifetime AP license provides FREEDOM TO MIGRATE from a managed service, to hosted, to on-premises solutions, or a hybrid

Improved hardware replacement options at 4 hours

Faster response time (1 hour or 30 minute options)

Extends a high value solution at lower costs


What Does ProCloud Services Offer to an End User?

ADTRAN MANAGED SOLUTION, DELIVERED TO END USER ON YOUR BEHALF

Hosted Infrastructure for vWLAN • 99.99% guaranteed uptime • Redundant, highly secure datacenters

Software patches and upgrades managed and performed by ADTRAN

• Server and BSAPs • Performed during scheduled maintenance windows

7x24 Proactive Monitoring and Alerts Automatic trouble ticket generation with ADTRAN

Technical Support for issue resolution Priority SLAs with either 1 hour or 30 minutes

response time Monthly Management Reports Move / Add / Change Support Ongoing maintenance and AP hardware replacement

• Next Business Day (NBD) or 4 hour


ProCloud Reports

Monthly reports will be sent to end user(s) identified during the onboarding / installation

Health and Inventory • Domain Alarms • Total AP Count • AP Inventory

Security • Adjacent APs

Utilization • Top APs by Bandwidth and Clients • Top Clients by Usage • Bandwidth per User per AP • SSID Usage • User Count by SSID • User Count by AP • Roaming


ProCloud Access

Default Lobby Administrator Access • Read only access to dashboard • Modify permissions to create guest user accounts and

perform dashboard / reporting changes Customizable Tiered Access Levels

• Granular Administrative Role Based Access Control (RBAC)


ProCare Help Desk

End User Customer

ADTRAN Support

Help Desk

Technical Troubleshooting

Wi-Fi Access Support


ADTRAN Wi-Fi Cloud Options

Private Cloud (Control on End-User’s Premises)

MVAR Cloud (Control on VAR Premises)

Public Cloud (Control on ADTRAN’s Premises)

ADTRAN’s ProCloud Service!

Existing vWLAN Deployment Options


ProServices Total Solution

Turnkey You

Manage, ADTRAN Supports

Custom

You can move between service options as business model changes or on a case-by-case basis


ProServices Offers Solution Sales

Stack ProServices for a full turn-key solution

Increase revenue for the opportunity

Residual revenue via renewals Opportunities to upsell throughout

maintenance lifecycle Opportunities to pull through

additional hardware and associated services


ADTRAN Partnership

ADTRAN Turnkey Services

Value Added Reseller and ADTRAN Perform Services

Value Added Reseller Solution, Customized ADTRAN Support

Partner Empowerment Partner Differentiation


ADTRAN Custom Extended Services

Partnering with you to deliver extraordinary solutions!

partner summit 2014 leveraging adtran services

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