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Enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers.

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Presentation on theme: "Enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers."— Presentation transcript:

1 enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers and partners : Arial

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

3 enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers and partners : Arial Huawei EnterprisePage 3 Services in the Enterprise Sale

4 Designing A Global Advantage Introduction

5 Huawei EnterprisePage 5

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

7 Huawei EnterprisePage 7 Huawei's services strategy has evolved significantly over the past twelve months. The talk was all about high- level advisory services with a focus on business outcomes. Huawei understands that maintenance has to move beyond traditional break/fix take on a more proactive character. 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 What Analysts are Saying

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

9 Huawei EnterprisePage 9 Service = Sales Opportunity Sell more. Sell value. Profit. Huawei-Brand > > > > Partner& Co-Brand

10 enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers and partners : Arial Huawei EnterprisePage 10 Huawei Service Portfolio

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

12 Huawei EnterprisePage 12 Technical Services Training & Certification Professional Services IP Products (Switches & Routers) IT Products (Storage & Servers) UC&C Products (TP & VC) Delivering Assurance Lifecycle Services Framework Service Portfolio Product Portfolio Huawei Enterprise Services Portfolio

13 Huawei EnterprisePage 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

14 Huawei EnterprisePage 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

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

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

17 Huawei EnterprisePage 17 240+ 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 Parts/Depot Distribution in US

18 Huawei EnterprisePage 18 Huawei Professional Services 18 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 Prof. Services Plan Design ImplementOptimize

19 Huawei EnterprisePage 19 Huawei Training Services Training & Delivery Options: Huawei Authorized Learning Partner Huawei Online E-Learning Huawei Onsite Delivery Robust Catalog of Training Courses

20 enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers and partners : Arial Huawei EnterprisePage 20 Huawei Service Partners

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

22 Huawei EnterprisePage 22 Steps to Becoming a Huawei CSP Interested? Eligible?CSP ApplicationQualification ReviewCSP AgreementCertify Site, Systems & Engineers

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

25 Huawei EnterprisePage 25 Engineer Training & Certification Huawei Certified… Expert Professional Associate Certification Process & Exams

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

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

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

29 Designing A Global Advantage www.sourcesupport.com 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 Keeping Huawei Up & Running & On time!

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

31 Huawei EnterprisePage 31 IT Engineering Services 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 SLAs – Great experience from all sides of the partnership Huawei & Source Support

32 Huawei EnterprisePage 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 Huawei & Source Support

33 Huawei EnterprisePage 33 Huawei Quality Trends 2012-2013 1.5 years of excellent performance & Quality 2200+ Units In Field 1.22% Call Rate 0.61% Failure Rate (AFR) Quality Reporting – Quality Product

34 enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers and partners : Arial Tools for Service Acceleration

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

37 Huawei EnterprisePage 37 Huawei Authorized Service Partners RelationshipHuawei 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 Huawei EnterprisePage 38 Essintial Enterprise Solutions Authorized Service Partner (ASP)

39 Huawei EnterprisePage 39 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 -1967Est - 1970Est - 2010 Essintial Overview

40 Huawei EnterprisePage 40 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 1 877-9 HUAWEI and email: TAC.USA@Huawei.comTAC.USA@Huawei.com The Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services. Huawei Technical Assistance Center

41 Huawei EnterprisePage 41 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 F ield 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 Huawei Nationwide Warranty Support

42 Huawei EnterprisePage 42 Essintial is managing Huawei Spare Parts Logistics Enterprise relationship with FedEx Forward and Reverse logistics Essintials 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 Logistics & Inventory Management for Huawei

43 Huawei EnterprisePage 43 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. Nationwide Hardware Installation Services

44 enterprise.huawei.com/us Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate Font : FrutigerNext LT Medium Font to be used by customers and partners : Arial Huawei Services: Next Steps

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

46 Huawei EnterprisePage 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 Huawei EnterprisePage 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.

48 Copyright © Huawei Enterprise USA, Inc. 2013. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd. enterprise.huawei.com/us Thank You


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