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Accelerate Your Business with Huawei Unified ICT Service

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Presentation on theme: "Accelerate Your Business with Huawei Unified ICT Service"— Presentation transcript:

1 Accelerate Your Business with Huawei Unified ICT Service
James Schott Director, Service Channels & Marketing

2 Huawei Enterprise Services
1 2 3 4 5 Services in Enterprise Sales Huawei Service Portfolio Huawei Service Partners Tools for Service Acceleration Huawei Service: Next Steps

3 Services in the Enterprise Sale

4 Introduction

5

6 Huawei Enterprise Service Strategy
Partner, System Integrator Huawei Enterprise Service Strategy is to enable our partners to provide a better, more valuable service to end customers.

7 What 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

8 Enterprise ITC & Service Budgets
Based on Forrester Research, Inc. , 2013 “US Tech Market Outlook Report…”

9 Service = Sales Opportunity
Sell more. Sell value. Profit. $% Product Sales Support Contracts Professional Services Huawei-Brand < < < < < Price Parity > > > > > Partner& Co-Brand

10 Huawei Service Portfolio

11 Huawei Service Platform
Go-To-Market Approach Customer Huawei Brand Service Resold by Partner Delivered by Huawei Partner Brand Service Sold and Delivered by Partner Supported by Huawei HiCare CoCare Huawei Service Platform Support-E/e-Learning/Simulators/TACs/SOCs/Spare Parts/Certification Always Online

12 Huawei Enterprise Services Portfolio
Delivering Assurance Lifecycle Services Framework Plan Design Implement Maintain Optimize Service Portfolio Product Portfolio Technical Services Training & Certification Professional Services IP 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.

13 Huawei Service Portfolio
Professional Services Enabling Transformation Plan - Design - Implement - Optimize Training & Certification Certification for Partners & Customers Associate – Professional - Expert Technical Services Maintenance 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.

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 (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.

15 Huawei Technical Support
Operate & Maintenance Support Levels Delivery Options: Advanced Hardware Replacement Onsite Hardware Replacement Support Options: Multi-year contract term Equipment health check Onsite troubleshooting Focal support service Certification Training Standard Enhanced Premier 9x5 NBD 9x5 4-hour 24x7 4-hour Online Support 24x7 TAC Access Software Updates Hardware Replacement Huawei 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.

16 Technical Support Delivery Model
Huawei R&D Huawei Parts Warehouse Escalation L3 support Huawei Global TAC USA Parts Warehouse Escalation L2 support Parts Consignment Depot US TAC Huawei Parts Distribution ... Remote Support Huawei Field Technician Certified Service Partner (CSP) Parts Delivery & Replacement Service Request Onsite Support & Installation Customer

17 Parts/Depot Distribution in US
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

18 Huawei Professional Services
Plan Design Implement Optimize 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 Huawei 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.

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 Wireless LAN Security (Secospace) Transmission Networks Unified Communication Video Conferencing Storage & Servers Cloud Computing Call Center Huawei 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.

20 Huawei Service Partners

21 Technical Support Model
Customers Partner Huawei HiCare Sold by Huawei or Resold by Partner Delivered by Huawei Huawei CoCare Sold to Partner Huawei Delivers CoCare to Partner Partner Delivers Support to Customer Huawei Platform Sales Tools, Online Support, eLearning, TAC, Tools, Parts

22 Steps to Becoming a Huawei CSP
Interested? Eligible? CSP Application Qualification Review CSP Agreement Certify Site, Systems & Engineers

23 Certified Service Partner Requirements
In-House Test Lab (5-Star CSPs) Help Desk & Service Process Certified Technical Service Staff VAR or VAP Product Resale Authorized service levels: 5-Star: 24x7 4-hour 4-Star: 9x5 4-hour 3-Star: 9x5 NBD CSP Program

24 Partner Enablement Initialization Enablement Ongoing Enablement
After certification Ongoing Enablement During Certification Support 1st node implementation Real case practice Hand-on instruction Process Instruction Focus on working process Less than 2 hours Specialization Training Face to face with lab practice E-Learning available Career Certification Fast track certification Global training and exams Technical Newsletter Push new technologies and product documents “Technical Elite” Club Award and incentive program for Technical Elite E-Learning Platform Online courses and exam. Tech Forums/Knowledge base Adv. Technical Training Advance troubleshooting skills System optimization skills Soft Skills training PM and Communication Skills Customer satisfaction mgmt. Technical Workshop Rapidly track latest technology Interaction with partner

25 Engineer Training & Certification
Huawei Certified… Expert Professional Associate Certification Process & Exams Product Domains IP / Datacom Transmission UC&C IT & Cloud Platform CC Router & Switch Wireless LAN Security (Secospace) Transmission Networks Unified Communication Video Conferencing Storage & Servers Cloud Computing Call Center Huawei 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.

26 Huawei Certified Service Partners
Relationship Partners & Vendors Certified Service Partners (CSP) from among interested & eligible partners (VARs & VAPs)

27 Source Support Services
Value Added Partner (VAP) & Certified Service Partner (CSP)

28 IT Engineering Services
End-to-End Global IT Solutions End-to-End Global IT Solutions The Marriage of: IT Engineering Services & Global IT Same Day Support IT Engineering Services Full IT Life-Cycle Solutions

29 Keeping Huawei Up & Running & On time!
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

30 Global Coverage Areas Forward Stocking On-site Field Engineers: FSLs
240 Locations USA 40 Locations Globally On-site Field Engineers: Every Zip Code USA Over 80 Countries Worldwide Same day parts and on-site response grid – USA NBD Response – All Zip Codes

31 IT Engineering Services
Huawei & Source Support 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 IT Engineering Services

32 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

33 Quality Reporting – Quality Product
Huawei Quality Trends 1.5 years of excellent performance & Quality 2200+ Units In Field 1.22% Call Rate 0.61% Failure Rate (AFR)

34 Tools for Service Acceleration

35 Service Resources for Partners
Service Tools License App & Tools Marketing Tools & Templates Technical Docs Technical Assistance Center Partner Portal Software and Tools Download Classroom & E-Learning Knowledge Base and Forums

36 Intelligent Service Tools
PARTNER Enhance customer experience through network intelligence. CUSTOMER TOOLS Planning Tools HUAWEI KNOWLEDGE BASE Design Tools Migration Tools Optimization Tools Analysis Tools

37 Huawei Authorized Service Partners
Relationship Huawei Authorized Partners Authorized Service Providers (ASP) for stocking locations and logistics, and Technical Assistance Center (TAC) Authorized Learning Partners (HALP) for Technical Training and Certification with

38 Essintial Enterprise Solutions
Authorized Service Partner (ASP)

39 Essintial Overview 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 Est

40 Huawei Technical Assistance Center
HUAWEI and The Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services. Essintial TAC Overview Primary Site Mechanicsburg PA Secondary Site in Andover MA Staffed 24x7x365 Customer web portal for real-time visibility of service event status Huawei 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

41 Huawei Nationwide Warranty Support
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

42 Logistics & Inventory Management for Huawei
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

43 Nationwide Hardware Installation Services
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 .

44 Huawei Services: Next Steps

45 Key Contacts Channel Account Manager Channel Service Manager
Huawei Channel Programs Team Huawei Technical Sales Support (TSS) Huawei Professional Services Huawei & HALP for Training & Certification Huawei Support-E Online Resources Distributors for Products and Services Huawei TAC and Logistics Support

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

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.

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