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1 © Copyright 2011 EMC Corporation. All rights reserved. Partner Workshop Bulgaria 2012 Siegfried Gruber, Klaus Preyer.

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Presentation on theme: "1 © Copyright 2011 EMC Corporation. All rights reserved. Partner Workshop Bulgaria 2012 Siegfried Gruber, Klaus Preyer."— Presentation transcript:

1 1 © Copyright 2011 EMC Corporation. All rights reserved. Partner Workshop Bulgaria 2012 Siegfried Gruber, Klaus Preyer

2 2 © Copyright 2011 EMC Corporation. All rights reserved. Agenda EMCs Partner Model –Rules of engagement –Contractual obligation –Operational responsibilities –Program requirements

3 3 © Copyright 2011 EMC Corporation. All rights reserved. Velocity Services (VS) QuickStart Implement QuickStart Support VS Implement VS Manage VS Support End User Contract Install/Implement On-Site Support* First Call Dispatch Call Home Logistics * L1 L2 L3 Engineering EMC EMC / Partner Partner *only HW Partner Sub 75K & SMBCommercial & Corporate

4 4 © Copyright 2011 EMC Corporation. All rights reserved. Elements of EMCs Partner Support EMCs Partner Support Technical Support Remote Support Spare Part Option

5 5 © Copyright 2011 EMC Corporation. All rights reserved. Details on Technical Support EMC Partner Support Technical Support –L3 Support (24*7) –EMC escalation support –EMC tool access –EMC self help tools –SW updates / downloads

6 6 © Copyright 2011 EMC Corporation. All rights reserved. Details of Remote Support (only available Out of Radius) EMC Partner Support Dial Home Support –Partner can connect end user systems to EMC supportlab. –EMC monitors dial home from end user systems. –EMC dials into end user system and starts diagnose. –Dispatches partner for on site activities

7 7 © Copyright 2011 EMC Corporation. All rights reserved. Overview Spare Part Solutions Return to Factory (Part Subscription) –No extra cost during warranty Spare Part Sharing –Pull fee 1500 per pull Spare Part Support Data Domain –Currently only RTF available

8 8 © Copyright 2011 EMC Corporation. All rights reserved. Details to Return to Factory / Part Subscription Spare Part Solutions Return to Factory (Part Subscription) –Partner invests into Spare Parts –Returns broken part to factory –Receives new part within 20 days

9 9 © Copyright 2011 EMC Corporation. All rights reserved. Details to Spare Part Sharing Spare Part Solutions Spare Part Sharing –Spare Part Sharing contract needed –Partner invests in parts with higher failure rate (disks) –Partner get access to EMC Spare Part Center –Pays a pull fee of 1500 per pull –Partner picks part up at SPC

10 10 © Copyright 2011 EMC Corporation. All rights reserved. Details to Spare Part Support Spare Part Solutions Spare Part Support –Spare Part Support contract needed –Partner orders Spare Part Support –Partner gets access to EMC SPC –Partner picks up part at SPC –FSTP for part handling –Available SPC Sofia

11 11 © Copyright 2011 EMC Corporation. All rights reserved. Details to Spare Part Cost Spare Part Information Recommended Spare Part Lists –Partner Web - https://servicepartners.emc.com/https://servicepartners.emc.com/ –Spare Part Kit cost CX480 ~ US$ VNX 5500~ US$ –Spar Part Kit Ratio 1 / 10 –Spare Part Kit discount Spare Part Order –Miscellaneous item in CXP

12 12 © Copyright 2011 EMC Corporation. All rights reserved. EMC Classic Support EMC supplies during warranty for HW –Technical support –RTF part support Spare Part Support –Order via Premium Uplift Platform Software –Discount depending on Tier level Post warranty renewal - EMC invoices –HW % of MLP for Remote Support % of MLP for Technical Support % of MLP for Spare Part Solution –SW % of MLP

13 13 © Copyright 2011 EMC Corporation. All rights reserved. Remote Support (end user dial home to EMC) Technical support (24x7 tele, online, firmware code releases) Parts Support (access EMC parts) Parts Subscription (contractual agreement / RTF) NOTE: % of Premium List Price M-SPSHW-001 (SE-P HW –A) M-SPSHW-002 (SE-P HW-B) M-SPDHW-003 (SD-P HW-C) M-SPSHW-003 (SE-P HW-C) M-SPDHW-001 (SD-P HW-A) M-SPDHW-002 (SD-P HW-B) M-SPDSW-001 (SX-P SW) M-SPDSW-002 (SD-P SW +) TOTAL EMC Partner Support Options

14 14 © Copyright 2011 EMC Corporation. All rights reserved.

15 15 © Copyright 2011 EMC Corporation. All rights reserved. Unisphere Next Generation Unified Storage Optimized for todays virtualized IT VNXe3100VNX7500VNX5700VNXe3300VNX5100VNX5500VNX5300 QS Implement QS Support. S75 Products

16 16 © Copyright 2011 EMC Corporation. All rights reserved. Velocity *Compliance Overview Adv. Consolidate 1 ASA 1 TA 1 IE per product Adv. Consolidate 1 ASA 1 TA 1 IE per product BRS 1 ASA 1 TA 1 IE per product BRS 1 ASA 1 TA 1 IE per product Gover. & Archive 1 ASA 1 Pre-Sales 1 Post-Sales Gover. & Archive 1 ASA 1 Pre-Sales 1 Post-Sales # Sales Accreditations # Velocity System Engineers $K minimum revenue required # Sales Accreditations # Velocity System Engineers $K minimum revenue required Consolidate 1 ASA 1 TA 1 IE per product Consolidate 1 ASA 1 TA 1 IE per product Signed Reseller Marketing Support Agreement Affiliate Elite Affiliate Authorized # Velocity Affiliate Enablement Center – Sales track # Velocity Affiliate Enablement Center – System Engineer track $K minimum revenue required ** # Velocity Affiliate Enablement Center – Sales track # Velocity Affiliate Enablement Center – System Engineer track $K minimum revenue required ** Premier (1 specialty) SSCP & Signature (2 specialties) # Sales Accreditations # Velocity System Engineers # Specialty Designation (Requirements for Specialty Designations listed above) Velocity Services Implement compliant $K minimum revenue required # Sales Accreditations # Velocity System Engineers # Specialty Designation (Requirements for Specialty Designations listed above) Velocity Services Implement compliant $K minimum revenue required # Sales Accreditations # Velocity System Engineers # Specialty Designations (Requirements for Specialty Designations listed above) Velocity Services Implement compliant $M minimum revenue required Solution Centre Required for Signature Solution Centre Partners (By invitation only) # Sales Accreditations # Velocity System Engineers # Specialty Designations (Requirements for Specialty Designations listed above) Velocity Services Implement compliant $M minimum revenue required Solution Centre Required for Signature Solution Centre Partners (By invitation only) Specialty Designation * Compliance revenue and resource requirements vary by country. Requirements and Benefits documents by country are available on Powerlink in the Velocity Resource Center (http://powerlink.emc.com) ** Minimum revenue requirement to maintain Affiliate tier compliance is measured 12 months after attainment of Affiliate tier

17 17 © Copyright 2011 EMC Corporation. All rights reserved.

18 18 © Copyright 2011 EMC Corporation. All rights reserved. Accreditation and Certification Requirements Velocity Specialty - Consolidate SalesPre-SalesImplement Advanced Sales Accreditation Workshop Technology Architect EMCTA VNX Solution Specialist Level Certification VNX Solution Specialist Exam Technology Architects E VNX Design Solution Exam for Technology Architects E Implementation Engineer VNX Solution Specialist Level Certification Technology Specific - RecoverPoint Data Replication and Recovery Certification VNX Solution Specialist Exam for Implementation Engineers E E Information Storage and Management v2 Exam Post- class assessment test RecoverPoint Data Replication and Recovery Exam E or RecoverPoint / SE Implementation

19 19 © Copyright 2011 EMC Corporation. All rights reserved. Accreditation and Certification Requirements Velocity Specialty – Advanced Consolidate SalesPre-SalesImplement Advanced Sales Accreditation Workshop Technology Architect EMCTA Symmetrix Solution Specialist Level Certification Symmetrix Solution Specialist Exam for Technology Architects E Symmetrix Solution Design Solution Exam for Technology Architects E Implementation Engineer Symmetrix Solution Specialist Level Certification Symmetrix Solution Specialist Exam for Implementation Engineers E E Information Storage and Management v2 Exam Post- class assessment test

20 20 © Copyright 2011 EMC Corporation. All rights reserved. Accreditation and Certification Requirements Velocity Services – Support SymmetrixCentera Platform Engineer EMCPE Symmetrix Solution Specialist Level Certification Symmetrix Specialist Exam for Platform Engineers 3 x E Platform Engineer EMCPE Centera Solution Specialist Level Certification EMC Centera Specialist Exam for Platform Engineers 3 x E E Information Storage and Management v2 Exam VNX Platform Engineer EMCPE VNX Solution Specialist Level Certification VNX Specialist Exam for Platform Engineers 3 x E20-690

21 21 © Copyright 2011 EMC Corporation. All rights reserved. Accreditation and Certification Requirements Velocity Specialty – Backup Recovery SalesPre-SalesImplement Advanced Sales Accreditation Workshop Technology Architect EMCTA Backup Recovery Solution Specialist Level Certification Backup Recovery Solutions Specialist Exam for Technology Architects E Backup Recovery Solutions DesignExam for Technology Architects E Implementation Engineer Backup Recovery Networker Specialist Level Certification Implementation Engineer Backup Recovery Avamar Specialist Level Certification Backup Recovery- Networker Specialist Exam for Implementation Engineers E EMC Data Domain Deduplication, Backup Recovery Exam E Post- class assessment test Backup Recovery- Avamar Specialist Exam for Implementation Engineers E E Information and Management V2 Exam OR E Backup Recovery Associate Exam

22 22 © Copyright 2011 EMC Corporation. All rights reserved. Accreditation and Certification Requirements Velocity Services – BRS Support Data DomainAVAMARCentera Troubleshooting Assessment TBD Avamar Specialist Level Certification AVAMAR Specialist Exam for Storage Administrators E Platform Engineer EMCPE Centera Solution Specialist Level Certification EMC Centera Specialist Exam for Platform Engineers 3 x E E Information Storage and Management v2 Exam Data Domain Troubleshooting for Partners TBD Networker Networker Specialist Level Certification NetWorker Specialist Exam for Storage Administrators E20-597

23 23 © Copyright 2011 EMC Corporation. All rights reserved.

24 24 © Copyright 2011 EMC Corporation. All rights reserved. Training Velocity Specialty Training Catalog –http://powerlink.emc.com/km/live1/en_US/Training/Supporting_Collateral/Ed_Services_Velocity_Training_Catalog.pdfhttp://powerlink.emc.com/km/live1/en_US/Training/Supporting_Collateral/Ed_Services_Velocity_Training_Catalog.pdf Partner Education Catalog –EMC Proven Professional Certification –http://education.emc.com/content/_common/docs/training/partner_Catalog.pdfhttp://education.emc.com/content/_common/docs/training/partner_Catalog.pdf Information and Registration for Platform Engineer –Training Coordinator: Andrea Lazar Partner Web –Learning path information

25 25 © Copyright 2011 EMC Corporation. All rights reserved. How to see my training account Access Education Services page Click Enrollment / Transcript in My Account See list of trainings according to selected Status

26 26 © Copyright 2011 EMC Corporation. All rights reserved.

27 27 © Copyright 2011 EMC Corporation. All rights reserved. Velocity Program Compliancy The Velocity Services Scorecard released within PRM The VS Score Card hosts all relevant information of Service Enablement (VSI, VSS, QSI, QSS) –Deployed status, Certification status,... Certification Compliancy Rules built into PRM The VS Score Card is visible for Partners through Partner Central The VS Score Card in PRM will drive the VSS deployment letter Velocity Services Support Deployment Letter –Enables Partner to deliver support for specific EMC products

28 28 © Copyright 2011 EMC Corporation. All rights reserved. Rules & Exceptions To recognize challenges for Partners become VSS compliant … N-2 certifications 2 Support Resources in special situations Exceptions valid until end of 2012 –next review in November VSS Deployment Letter only for compliant Partner

29 29 © Copyright 2011 EMC Corporation. All rights reserved. Velocity Services Score Card Visible for Partners Shows certification status Shows deployment status Contains QSI, QSS, VSI, VSS, VSM

30 30 © Copyright 2011 EMC Corporation. All rights reserved.

31 31 © Copyright 2011 EMC Corporation. All rights reserved.

32 32 © Copyright 2011 EMC Corporation. All rights reserved. QuickStart Implement QuickStart Support VS Implement VS Manage VS Support End User Contract Install/Implement On-Site Support* First Call Dispatch Call Home Logistics * L1 L2 L3 Engineering EMC EMC / Partner Partner *only HW Partner Sub 75K & SMBCommercial & Corporate

33 33 © Copyright 2011 EMC Corporation. All rights reserved. Unisphere Next Generation Unified Storage Optimized for todays virtualized IT VNXe3100VNX7500VNX5700VNXe3300VNX5100VNX5500VNX5300 QS Implement QS Support. S75 Products

34 34 © Copyright 2011 EMC Corporation. All rights reserved. Service Enablement in 4 Simple Steps 1.Apply to become an Authorized Reseller or Velocity Solution Provider partner 2.Complete Sales and SE training via the VAEC 3.Sign the QuickStart Services Implement and Support contracts 4.Complete the Implement and support training via the VAEC QuickStart Services Implement Training: 12.5 Hrs QuickStart Services Support Training: 17.5 Hrs* (* 12.5 Hrs of Implement training is included) QuickStart Services Implement Training: 12.5 Hrs QuickStart Services Support Training: 17.5 Hrs* (* 12.5 Hrs of Implement training is included)

35 35 © Copyright 2011 EMC Corporation. All rights reserved. VNXe Module Tests Implement VNXe Base Implement VNXe Total Protection VNXe Total Value Support VNXe Base Support VNXe Total Protection VNXe Total Value

36 36 © Copyright 2011 EMC Corporation. All rights reserved. VNXe Warranty Comparison Warranty 3100 VNXe EMC Basic 3300 VNXe EMC Enhanced VNXe Support Partner Hardware Term3 Years Replacement Parts Next Business Day Delivery, Advanced Exchange Next Business Day Delivery, Advanced Exchange* HW Remote Support5x97x24 Partner: L1/L2 EMC: L3 to partner 24x7 On Site SupportNone Next Business Day (for non-CRU only) Delivered by Partner Optional Buy-UpsEnhanced, PremiumPremium Purchase Spare Parts 3 yr RTF Software SW Warranty90 days media only SW Remote SupportEMC Partner: L1/L2. EMC: 24x7 Support: code updates EMC SW Maintenance Options (required from day 1 for code updates and tech support) Basic, Enhanced, PremiumEnhanced, PremiumS-Partner SW Support * within EMCs logistic Network

37 37 © Copyright 2011 EMC Corporation. All rights reserved. QuickStart Services Deployment Letters

38 38 © Copyright 2011 EMC Corporation. All rights reserved. VNXe Summary Tier 1 Partner need to sign a contract Extra discount only after all requirements are fulfilled. Discount 3% on list price for warranty period All training modules available on Power Link Training for free In Network NBD spare part support through DHL

39 39 © Copyright 2011 EMC Corporation. All rights reserved.

40 40 © Copyright 2011 EMC Corporation. All rights reserved. Why do Vendors control Partners Support Quality Partner Quality Project Ensure high Support Quality Continuously enhance Partner Quality Sustain Customer Satisfaction

41 41 © Copyright 2011 EMC Corporation. All rights reserved.

42 42 © Copyright 2011 EMC Corporation. All rights reserved. A new Quality Control Methodology Based on data Continuously measured not only once a year Apply it for all existing servicing partner types Establish a scalable solution

43 43 © Copyright 2011 EMC Corporation. All rights reserved. Key Performance Indicators GCS Remote Proactive Financial Knowledge

44 44 © Copyright 2011 EMC Corporation. All rights reserved. Currently implemented KPIs FCO implementation MSA number usage Certification Install base Compliancy status

45 45 © Copyright 2011 EMC Corporation. All rights reserved. FCO OverviewKING ICT Croatia SDP Task Owner NameKING ICT Croatia SDP <- select your partner here QuarterSr Master Status Codeunder over 90 Q4-2010CLOSED21 OPEN2 Q1-2011CLOSED221 Q2-2011CLOSED32 Q3-2011CLOSED32 OPEN8 Q4-2011CLOSED2342 OPEN1 Grand Total211144

46 46 © Copyright 2011 EMC Corporation. All rights reserved. This calculation only contains orders with the flags "EMC to Install" and "EMC to Maintain" set to "No" PartnerKING <- select your partner here Count of Quote NumberMSA# known? QuarternoGrand Total Q Q Q Q Grand Total14 MSA Number Usage

47 47 © Copyright 2011 EMC Corporation. All rights reserved. Partner Quality Cycle Monitor KPIs Assess Operation Balance in Scorecard Quality Feedback

48 48 © Copyright 2011 EMC Corporation. All rights reserved.

49 49 © Copyright 2011 EMC Corporation. All rights reserved. E-Services Webcast Available since November 2011 Very high participation rate Available every 2 weeks

50 50 © Copyright 2011 EMC Corporation. All rights reserved. Contents E-Services Benefits to you as a Partner of Powerlink Knowledgebase search Live Chat Support. Product pages Product Forums Software downloads and licensing Case and account Management. Partner Web Product & Diagnostics Tools

51 51 © Copyright 2011 EMC Corporation. All rights reserved. Champions Call Live meeting webcast for Compliant VSS partner Calls delivered by EMC product SMEs Best practices troubleshooting and case studies Performance troubleshooting Feedback and Q&A Training recommendations Tools available to use wen diagnose product issues

52 52 © Copyright 2011 EMC Corporation. All rights reserved. Services Partner eXchange (SPeX) Online Community On The EMC Community Network (ECN) –Services Partners –EMC Global Services Employees Online Resource –Enablement Resources –Subject Matter Professionals Opinions Frequently Asked Questions (FAQ) –Business Solutions –Keyword Search references Register at: –https://developer-content.emc.com/login/login.asp

53 53 © Copyright 2011 EMC Corporation. All rights reserved. Services Partner eXchange (SPeX) Continued Pre-Launch Demonstration At EMEA Partner Conference In Vienna, 3-5 of October 2011 –Resulted In Many SPeX Memberships Top Viewed SPeX Content –EMEA Velocity Service Partner Conference 2011 Kickoff –QuickStart Services – Partner Guides –QuickStart Services Frequently Asked Questions (FAQ) –Champions Program –Velocity Services: Training SPeX Highlights (Promotion) –Monthly Updates Sent To EMC Global GSP Distribution List –Includes Top Participants, Featured Content, Metrics, Etc. Velocity Connection Newsletter (Promotion) –SPeX Message Included In Each Monthly Edition

54 54 © Copyright 2011 EMC Corporation. All rights reserved.

55 55 © Copyright 2011 EMC Corporation. All rights reserved. Work with EMC –Product order in CXP MSA number Spare Part order –System registration PNT – what is required –Data base cleanup –Escalation procedure When & to whom EMC Online Support –Tier 2 partner setup –Tools and information

56 56 © Copyright 2011 EMC Corporation. All rights reserved. Master Agreement Number definition The Master Agreement Number (MSA#) is: An unique number assigned to Velocity Service Partner Define the type of Service the partner is entitle to deliver Define the Support Level obligation of EMC versus the partner If Correctly entered at time of Order: Enable EMC Global Service to correctly flag all products supported by our Velocity Partner. Help EMC Global Services to entitle the Velocity Partner with the correct Service Level.

57 57 © Copyright 2011 EMC Corporation. All rights reserved. If the MSA# is correctly entered at time of order it will set the following fields and flags: All Servicing Partners Set the Support Contract to the appropriate L3 service item –Technical Support –Remote support –Part Subscription –Etc. Set Service Provider equal to Partner Name Master Agreement Number fields setting

58 58 © Copyright 2011 EMC Corporation. All rights reserved. Bulgarian Partner MSA Numbers S&T Global Consulting Solytron CNSYS Mnemonica ATOS

59 59 © Copyright 2011 EMC Corporation. All rights reserved. Spare Part order Get spare part kit definition from Service Partner Web Create Excel File with Selected Part Open Empty Chart and attach File with Spare parts in channel express Local Sales will drive Price escalation and initiate discount normal Value would be 60% of List price

60 60 © Copyright 2011 EMC Corporation. All rights reserved. PNT Partner Notification Tool

61 61 © Copyright 2011 EMC Corporation. All rights reserved. PNT Tool Issues System registration Incorrect Partner Relation –Needs to be SD- Partner to ensure correct PDR Missing Connection records –Should be treated with high Care as it saves time in break fix situations ( passwords..... ) Customer details and contacts –Should be complete and correct

62 62 © Copyright 2011 EMC Corporation. All rights reserved. WHY PNT ? PNT is a tool that partners can utilze for: –Create NEW SITE ID ( Party Number ) –Record into EMC DB ALL new EMC products; –Record ALL upgrades completed; –Record each type of remote connection installed;

63 63 © Copyright 2011 EMC Corporation. All rights reserved. WHY PNT ? Advantages from PNT utilization: –TTR, EMC knows where HW is installed; –Remote connection DECLARED, so EMC support knows IF & HOW can connect into the box; –HIGH CSAT and TCE = $$$

64 64 © Copyright 2011 EMC Corporation. All rights reserved. WHERE is PNT ? 1/3

65 65 © Copyright 2011 EMC Corporation. All rights reserved. Where is PNT ? 2/3

66 66 © Copyright 2011 EMC Corporation. All rights reserved. Where is PNT ? 3/3

67 67 © Copyright 2011 EMC Corporation. All rights reserved. PNT !!!!

68 68 © Copyright 2011 EMC Corporation. All rights reserved. PNT Tool System registration

69 69 © Copyright 2011 EMC Corporation. All rights reserved. PNT (Example of Site ID CREATION 3/3 ) - 69 Survey Customer Contact Alternative Customer Contact Customer technical contact

70 70 © Copyright 2011 EMC Corporation. All rights reserved. PNT HYSTORY e TRAINING Partner can view their Open or Closed activities by clicking on My PNT History Training for PNT available for partners

71 71 © Copyright 2011 EMC Corporation. All rights reserved. PNT OFFLINE FORMS 1/2

72 72 © Copyright 2011 EMC Corporation. All rights reserved. PNT OFFLINE FORMS 2/2

73 73 © Copyright 2011 EMC Corporation. All rights reserved. PNT User Confirmation 1b 1c Confirm is ed: To: CS HelpDesk To: Partner User CC: ITALY_ASR

74 74 © Copyright 2011 EMC Corporation. All rights reserved. Common Issues Data base cleanup System shown in DB as Shipped not installed –Common with SW and Upgrades PDR not set ( Primary Dispatch resource) –Missing MSA number at order –Worng Partner Relation set with PNT ( SD- Partner) Connection Records not set Missing Code Information Missing contact informations Multiple Sites in system for one customer

75 75 © Copyright 2011 EMC Corporation. All rights reserved. EMC SUPPORT & ESCALATION

76 76 © Copyright 2011 EMC Corporation. All rights reserved. Whom and When Escalation procedure and rules Partner is reponsible to drive escalation ( level 1,2 involved and Management attention) Sev 1 Cases should be escalated to EMC Service Manager latest after 2 h during office hour or Duty Manager out of office hours –Escalation should have some prework done Open SR Clear Problem Descritpion Contact people from local Team and Lab if available Customer impact Server effected, Application and User effected if DU how long if DL how much data and if Back up available Sev 2 cases within Same day if no solution available

77 77 © Copyright 2011 EMC Corporation. All rights reserved. EMC ONLINE SUPPORT https://support.emc.com

78 78 © Copyright 2011 EMC Corporation. All rights reserved. Product and task-focused navigation: Allows you to quickly and easily find the information or feature you are looking for New search engine infrastructure: Delivers high performance, scalability, and best-of-breed search features including dynamic and faceted search Personalization features: Define the products and tasks you are most interested in to get quick and easy access to appropriate features and information EMC Support Community Forums: Integrated access to and search of the forums, makes your self-service experience more social FAST + PERSONAL + SOCIAL

79 79 © Copyright 2011 EMC Corporation. All rights reserved. Home Page From the main navigation, you have quick access to the 5 primary support areas Use My Tasks to configure your home page with the resources you need to complete common tasks From the right-rail on most pages, you get one-click access to key support tools and resources

80 80 © Copyright 2011 EMC Corporation. All rights reserved. Support by Product Your one-stop-shop for all you need to know about support for a given product The most recent available information is dynamically presented From the Support by Product tab you can: – Search for a product, or – Select from My Products or Recently Visited Products to quickly access product specific Search, Downloads, Content and Technical Advisories

81 81 © Copyright 2011 EMC Corporation. All rights reserved. Support by Product Once the product page is displayed for the selected product: Click the Add to my products link to add the given product to your My Products list displayed on the Support by Product and Downloads tabs Access key resources on this page: – Training and How-To Videos – Advisories – Support Topics – Discussions on the Support Community Forum for the selected product

82 82 © Copyright 2011 EMC Corporation. All rights reserved. Downloads Lets you manage your software products and entitlements online From the Downloads tab you can: – Search for a product, or – Select from My Products or Recently Visited Products to quickly access product specific downloads

83 83 © Copyright 2011 EMC Corporation. All rights reserved. From the Community tab, you have integrated Search of and access to the EMC Support Community Forums Use the Support Forums in the EMC Support Community to post and answer questions, collaborate, follow topics, and share real world experiences From here you can also quickly get to other EMC communities Community

84 84 © Copyright 2011 EMC Corporation. All rights reserved. Use Service Center as your home base for managing your EMC Support, including: – Tasks for product registration and license management – Service request creation and management, including launching a Live Chat session, and – Site administration You get quick and holistic access to site-wide SR history as well as contract information including status of warranty and support coverage For those familiar with the My Support feature on Powerlink, the View and manage service requests link, replaces that feature Service Center 1 1

85 85 © Copyright 2011 EMC Corporation. All rights reserved. Online Support Search is a unified, support-focused and tuned search You can scope your search by: – typing in a product, and/or – selecting a specific resource such as Knowledgebase, Documentation, Forums and Downloads Search

86 86 © Copyright 2011 EMC Corporation. All rights reserved. The most relevant results are displayed based on the selection criteria Improved display features let you find what you need faster For example, faceted results display lets you easily refine or expand your search Hover over an icon in the result list for its definition Search

87 87 © Copyright 2011 EMC Corporation. All rights reserved. Live Chat is the preferred channel to initiate service requests of any severity including part order related questions Interacting through Live Chat has been proven to significantly improve time to resolution for EMC Customer issues Provides quick and direct access to subject area experts without first logging a service request Eliminates telephone hold times and waiting for a call back Live Chat

88 88 © Copyright 2011 EMC Corporation. All rights reserved. Localization of the Online Support experience is an ongoing process –Multilingual support is provided for Support by Product, Downloads and Live Chat –Partial multilingual support is provided for Service Center and the Community tab –Support content continues to be localized for all products on an ongoing basis

89 89 © Copyright 2011 EMC Corporation. All rights reserved. License Support

90 90 © Copyright 2011 EMC Corporation. All rights reserved. Click on link Get and Manage Licenses Select a product family from the list to launch the corresponding license management application. Get and Manage Licenses

91 91 © Copyright 2011 EMC Corporation. All rights reserved. Any problems with license, an SR is needed to be opened or CHAT session. For license request – use Technical Problem Enter Site ID for the order Select Product from list Summary: Enter details of order/license request, provide SO #, node locking ID if known, etc. If selected Online Web Support – then all communication is done through Powerlink Web/SR only. If escalation is needed please call EMC Licensing Hotline: +353 (0) , or How to create an SR for a license request issue?

92 92 © Copyright 2011 EMC Corporation. All rights reserved. Current Powerlink users already have access to the new Online Support site with their existing login credentials If a new user, go to to register for EMC Online Support todayhttp://support.emc.com 1.Click Register Now 2.Follow the online registration steps, making sure to fill in all required fields including your business address 3.Once your registration is processed, you will receive an confirming access and providing additional information regarding completion of your registration and initial login

93 93 © Copyright 2011 EMC Corporation. All rights reserved. Spare part SLO

94 94 © Copyright 2011 EMC Corporation. All rights reserved. Spare part SLO General Description: EMC holds local spare in mentioned local Spare part center to support 24X7 access for Service partner who sold EMC product in Bulgaria and include EMC premium support option. To ensure coverage EMC runs regular Installed Base reports and automatically updates local Stock in Sofia. The Service level objective is depending on the sold Service level as outlined in below table

95 95 © Copyright 2011 EMC Corporation. All rights reserved. Spare part SLO In case local spare part should not be available at the EMC Spare part Center EMC will depending on the situation and severity provide the part from any nearby Spare part Center or send it from Central HUB in Cork. ( see below table of possible delivery methods) Local Part positioned to be 4 hours from the installed base Regional Part positioned to be 24 hours from the installed base Distribution Centre Part positioned to be 48 hours from the installed base

96 96 © Copyright 2011 EMC Corporation. All rights reserved. Spare part SLO The related Service delivery options for this SLO are outlined as below Emergency Delivery ASAP response Dedicated Delivery Tracked by Call Centre Scheduled (ES) Delivery at a predetermined time and place in office hours only ! Dedicated Delivery Network Delivery (WE) Delivery in The Big Red / Yellow Van Delivery by Close of business per the service offering any time between NBD 08:00- 17:00 oclock Network Time Definite Delivery Pre 09:00 (WT) Pre 12:00 (WK)

97 97 © Copyright 2011 EMC Corporation. All rights reserved.

98 98 © Copyright 2011 EMC Corporation. All rights reserved. Thank you!


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