6Huawei Enterprise Service Strategy Partner,System IntegratorHuawei Enterprise Service Strategy is to enable our partners to provide a better, more valuable service to end customers.
7What Analysts are Saying “take on a more proactive character.”“The talk was all about high-level advisory services with a focus on business outcomes.”“Huawei's services strategy has evolved significantly over the past twelve months.”“Huawei understands that maintenance has to move beyond traditional break/fix”“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
8Enterprise ITC & Service Budgets Based on Forrester Research, Inc. , 2013 “US Tech Market Outlook Report…”
11Huawei Service Platform Go-To-Market ApproachCustomerHuawei Brand ServiceResold by PartnerDelivered by HuaweiPartner Brand ServiceSold and Delivered by PartnerSupported by HuaweiHiCareCoCareHuawei Service PlatformSupport-E/e-Learning/Simulators/TACs/SOCs/Spare Parts/CertificationAlways Online
12Huawei Enterprise Services Portfolio Delivering AssuranceLifecycle Services FrameworkPlanDesignImplementMaintainOptimizeService PortfolioProduct PortfolioTechnical ServicesTraining & CertificationProfessional ServicesIP Products (Switches & Routers)IT Products (Storage & Servers)UC&C Products (TP & VC)Huawei Enterprise has developed is services have been developed to help you successfully deploy and operate Huawei technologies and optimize their performance throughout the lifecycle of your network. Our service portfolio is comprised of Huawei Services, Partner Services, and Co-branded Services. The breadth of the service portfolio provides you with a range of delivery options to best meet your business requirements.
13Huawei Service Portfolio Professional ServicesEnabling TransformationPlan - Design - Implement - OptimizeTraining & CertificationCertification for Partners & CustomersAssociate – Professional - ExpertTechnical ServicesMaintenance Support Standard - Enhanced - Premier(Summary: fast time-to-market, fast ROI, reduce TCO)Customers can rely on Huawei ICT Lifecycle services to accelerate their business: our Professional Services can Plan, Build and Implement your ICT Solution so you can accelerate your products to market for competitive advantage. To support our customers and partners, Huawei offers comprehensive training and certification to build and assure technical expertise, and our Maintenance Support will keep your network up and running 24x7 to reduce operational cost, allowing you to concentrate on your core business.Customers have the option to choose Huawei, or a service partner based on their technical and service capabilities. Partners and customers will enjoy confidence in business continuity, high value and attractive returns for their investment in Huawei products and services.
14Programs to Accelerate Your Business Warranty & DOAProof-of-Concept TestingCertified Service Partner ProgramQuoting & Configuration SupportMarketing, Collateral, Tools & TemplatesMarket Development & Training Funds(Summary: fast time-to-market, fast ROI, reduce TCO)Customers can rely on Huawei ICT Lifecycle services to accelerate their business: our Professional Services can Plan, Build and Implement your ICT Solution so you can accelerate your products to market for competitive advantage. To support our customers and partners, Huawei offers comprehensive training and certification to build and assure technical expertise, and our Maintenance Support will keep your network up and running 24x7 to reduce operational cost, allowing you to concentrate on your core business.Customers have the option to choose Huawei, or a service partner based on their technical and service capabilities. Partners and customers will enjoy confidence in business continuity, high value and attractive returns for their investment in Huawei products and services.
15Huawei Technical Support Operate & Maintenance Support LevelsDelivery Options:Advanced Hardware ReplacementOnsite Hardware ReplacementSupport Options:Multi-year contract termEquipment health checkOnsite troubleshootingFocal support serviceCertification TrainingStandardEnhancedPremier9x5 NBD9x5 4-hour24x7 4-hourOnline Support24x7 TAC AccessSoftware UpdatesHardware ReplacementHuawei Enterprise Technical Services provides direct, anytime access to Huawei engineers and an extensive range of technical resources to deliver rapid issue resolution with flexible device-by-device coverage and premium service options to help you maximize operational efficiency.Huawei offers 3 levels of Technical Services packages to better meet your specific support requirements. It gives your IT staff direct, anytime access to Huawei engineers, the Technical Assistance Center (TAC), and an extensive range of online resources. You receive fast, expert technical support, flexible hardware coverage, and smart, personalized capabilities to help you resolve critical network issues.
16Technical Support Delivery Model Huawei R&DHuawei Parts WarehouseEscalationL3 supportHuawei Global TACUSA Parts WarehouseEscalationL2 supportParts ConsignmentDepotUS TACHuaweiParts Distribution...Remote SupportHuawei Field TechnicianCertified Service Partner (CSP)Parts Delivery & ReplacementService RequestOnsite Support& InstallationCustomer
17Parts/Depot Distribution in US 240+ Forward Stocking Locations (FSLs) in USA1,100+ field engineersSame-day service to over 40,000 locationsNext-day service to every US zip code
18Huawei Professional Services PlanDesignImplementOptimizeDesignIP network DesignFacility designData center designPlanningCapacity planningTechnology analysisArchitecture planningOptimizationIP network OptimizationTP OptimizationData Center OptimizationImplementationEquipment installationIntegrationAcceptance test procedureHuawei Professional Services are available for all phases of the Huawei product lifecycle, and for all phases of planning, audit, and implementation, to support our customers, partners, and end-user sites, across many, and any market segments. Do you have a 2,000 retail store WLAN deployment? Or a data or media center installation or network refresh? Count on Huawei products, Huawei services, and Huawei Professional Services.
19Huawei Training Services Training & Delivery Options:Huawei Authorized Learning PartnerHuawei Online E-LearningHuawei Onsite DeliveryRobust Catalog of Training CoursesProduct DomainsIPTransmissionUC&CIT & Cloud PlatformCCRouter & SwitchWireless LANSecurity(Secospace)Transmission NetworksUnified CommunicationVideo ConferencingStorage & ServersCloud ComputingCall CenterHuawei Enterprise training and certification is available for customer engineers, partner service engineers and partner sales professionals.Training is offered in classrooms with instructor-led training by Huawei Enterprise and Huawei Authorized Learning Partners. Training is also offered at the customer site or online through Huawei Enterprise E-Learning delivery.Students are eligible to take exams for Huawei technical and specialist certification in a wide range of product areas, including IP, UC&C, IT (including routers, switches, security, storage, and unified communications) as well a srelated topics that cover Huawei’s extensive product catalog.
21Technical Support Model CustomersPartnerHuawei HiCareSold by Huawei orResold by PartnerDelivered by HuaweiHuawei CoCareSold to PartnerHuawei Delivers CoCare to PartnerPartner Delivers Support to CustomerHuawei PlatformSales Tools, Online Support, eLearning, TAC, Tools, Parts
22Steps to Becoming a Huawei CSP Interested? Eligible?CSP ApplicationQualification ReviewCSP AgreementCertify Site, Systems & Engineers
23Certified Service Partner Requirements In-House Test Lab (5-Star CSPs)Help Desk & Service ProcessCertified Technical Service StaffVAR or VAP Product ResaleAuthorized service levels:5-Star: 24x7 4-hour4-Star: 9x5 4-hour3-Star: 9x5 NBDCSP Program
24Partner Enablement Initialization Enablement Ongoing Enablement After certificationOngoing EnablementDuring CertificationSupport 1st node implementationReal case practiceHand-on instructionProcess InstructionFocus on working processLess than 2 hoursSpecialization TrainingFace to face with lab practiceE-Learning availableCareer CertificationFast track certificationGlobal training and examsTechnical NewsletterPush new technologies and product documents“Technical Elite” ClubAward and incentive program for Technical EliteE-Learning PlatformOnline courses and exam.Tech Forums/Knowledge baseAdv. Technical TrainingAdvance troubleshooting skillsSystem optimization skillsSoft Skills trainingPM and Communication SkillsCustomer satisfaction mgmt.Technical WorkshopRapidly track latest technologyInteraction with partner
25Engineer Training & Certification Huawei Certified…ExpertProfessionalAssociateCertification Process &ExamsProduct DomainsIP / DatacomTransmissionUC&CIT & Cloud PlatformCCRouter & SwitchWireless LANSecurity(Secospace)Transmission NetworksUnified CommunicationVideo ConferencingStorage & ServersCloud ComputingCall CenterHuawei Enterprise training and certification is available for customer engineers, partner service engineers and partner sales professionals.Training is offered in classrooms with instructor-led training by Huawei Enterprise and Huawei Authorized Learning Partners. Training is also offered at the customer site or online through Huawei Enterprise E-Learning delivery.Students are eligible to take exams for Huawei technical and specialist certification in a wide range of product areas, including IP, UC&C, IT (including routers, switches, security, storage, and unified communications) as well a srelated topics that cover Huawei’s extensive product catalog.
26Huawei Certified Service Partners RelationshipPartners & VendorsCertified Service Partners (CSP) from among interested & eligiblepartners (VARs & VAPs)
27Source Support Services Value Added Partner (VAP) &Certified Service Partner (CSP)
28IT Engineering Services End-to-End Global IT SolutionsEnd-to-End Global IT SolutionsThe Marriage of:IT Engineering Services &Global IT Same Day SupportIT Engineering ServicesFull IT Life-CycleSolutions
29Keeping Huawei Up & Running & On time! Optimizing Your Uptime Through:Best-In-Class Solutions DesignImplementation ServicesSame Day Global On-Site:Parts Delivery & ReplacementField Engineer SupportWorldwide Forward Stocking Location GridDelivering Peace Of Mind:Providing a dependable services infrastructure that meets the stringiest SLA demands
30Global Coverage Areas Forward Stocking On-site Field Engineers: FSLs 240 Locations USA40 Locations GloballyOn-site Field Engineers:Every Zip Code USAOver 80 Countries WorldwideSame day parts and on-site response grid – USANBD Response – All Zip Codes
31IT Engineering Services Huawei & Source SupportHuawei & Source SupportSuccessful Partnership Since 2011Over 2200 switches configured, installed, maintained and monitored since Dec 2011.Supporting Over 325 locations in N. America & growingOver 80 Forward Stocking Locations In the USA today with Huawei product – 4 Hr Parts SLA’sGreat experience from all sides of the partnershipIT Engineering Services
32Huawei & Source Support The Huawei AdvantageExcellent Quality Product & Performance TrendsPositive comparison vs. key competitionExcellent Executive Support of PartnerExcellent Engineering Support of PartnerExcellent Customer Service Support of Partner
33Quality Reporting – Quality Product Huawei Quality Trends1.5 years of excellent performance & Quality2200+ Units In Field1.22% Call Rate0.61% Failure Rate (AFR)
35Service Resources for Partners Service ToolsLicense App & ToolsMarketing Tools & TemplatesTechnical DocsTechnical Assistance CenterPartner PortalSoftware and Tools DownloadClassroom & E-LearningKnowledge Base and Forums
36Intelligent Service Tools PARTNEREnhance customer experience through network intelligence.CUSTOMERTOOLSPlanning ToolsHUAWEIKNOWLEDGEBASEDesign ToolsMigration ToolsOptimization ToolsAnalysis Tools
37Huawei Authorized Service Partners RelationshipHuawei Authorized PartnersAuthorized Service Providers (ASP)for stocking locations and logistics, and Technical Assistance Center (TAC)Authorized Learning Partners (HALP)for Technical Training and Certificationwith
38Essintial Enterprise Solutions Authorized Service Partner (ASP)
39Essintial OverviewOne of the largest Independent Services Organizations (ISO) in the nationPrivate Equity OwnershipAcquired and merged two companies in 2010Headquarters in Mechanicsburg, PA (also the primary TAC location)Handle over 40,000 Service Events a monthSupport partner of choice to major OEMs (Huawei, IBM, HP, Dell, Fujitsu, Toshiba and Super Micro)Deep expertise in enterprise and data center hardware supportManage $15 Million in Consign PartsEst -1967EstEst
40Huawei Technical Assistance Center HUAWEI andThe Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services.Essintial TAC OverviewPrimary Site Mechanicsburg PASecondary Site in Andover MAStaffed 24x7x365Customer web portal for real-time visibility of service event statusHuawei ProgramValidation of Support EntitlementLevel 1 Help Desk - Huawei trained agents Level 2 & 3 Help Desk in partnership with HuaweiField Engineer DispatchingPart Ordering and Dispatching
41Huawei Nationwide Warranty Support Essintial is providing Huawei Warranty coverage for Onsite RepairsEssintial field engineers across the United States and CanadaEssintial 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 areasNext Business Day Response anywhere in the U.S.The Essintial TAC ensures Field Engineers are dispatched to SLA requirements
42Logistics & Inventory Management for Huawei Essintial is managing Huawei Spare Parts LogisticsEnterprise relationship with FedExForward and Reverse logisticsEssintial’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 deliveryAdditional warehouses in Harrisburg, PA and Oakland, CARFID parts tracking in the warehousesIntegrated systems with FedEx to optimize service parts inventory240 Forward Stocking Locations (FSLs)Online visibility to parts inventory
43Nationwide Hardware Installation Services Essintial is a Huawei Authorized Service Partner (ASP)Can be branded as Huawei servicesField Engineers Trained on Huawei product installationsNationwide coverageAbility to scale quicklyComplete Project Management teamWillingness to take on any size projectLong history of working with VARs.
45Key Contacts Channel Account Manager Channel Service Manager Huawei Channel Programs TeamHuawei Technical Sales Support (TSS)Huawei Professional ServicesHuawei & HALP for Training & CertificationHuawei Support-E Online ResourcesDistributors for Products and ServicesHuawei TAC and Logistics Support
46Huawei Services Channel-focused service program Service enablement to enhance partner capabilitiesBuilding brand, demand, and opportunity with partnersTools and support to deliver scalable, value-add services
47Next Steps Sell Services. Quote & Resell Huawei HiCare Support. Register for access to the Support-E online support portal.Visit the Huawei Services TabletopHuawei Services Overview Brochure, HiCare & CoCare DatasheetsTake the training & certification survey (win a prize!)Training & CertificationSign up for July HCDA/HCDP Technical Certification TrainingVisit the Huawei training web pages, register for E-Learning or attend classroom trainingInterested in in the CSP Program?Review the Huawei Enterprise Partner web pages.Read the CSP Partner Brochure, Submit a CSP Application.