1. OneView Go-Live Support Plan

2. Go Live Support Model Users Contact HDS Help Desk/Service Desk
War room - /phone
Local Champions
&
Local Sales Ops
Regional Leads
War Room
4am – 9am KL Time –> US War Room
9am – 5:30pm KL Time –> KL War Room
Support team will triage the cases
Users
HOTL INE
Contact HDS Help Desk/Service Desk
Regional Contact info:
Australia
International
For the first couple of weeks after go-live of Salesforce.com we will have a support model that includes a war room (as shown in this slide).
Support team members will triage the cases and assign to war room
Support team will work closely with the Helpdesk to improve the first call resolution
War room distribution list and phone number will be provided only to Regional leads.
MCS

3. Local Champions, Local Sales Ops and Regional Leads
Lindsay Campbell**
ANZ
Sales Operations
Shannon Reynolds
Russell Dawes
Jonathon Leong
Johanna Davy
Zahrah Khan
Christine Kane
Field Finance
David Johnson
GSS ANZ
Andrew Sleight
Sales
Mark Shaw
Jamie Mackenzie
Presales
Ondrej Pavlu
WW Marketing
Erika Razali**
ASEAN
Deepak Bharadwaj**
Rachel Tan
ASEAN
Sales Operations
Puay Khoh
Shujun lin
Esther Mok
Ivory Rachmalia
Diana Pang
Attaya Naknipakorn
Alfred Leung** HK
Wing Chau
Sara Tang
James Man
Crystal Leung
Yuki Ho
Vivian Wong
Ringo Chau
Channel
Jason shing
HK/Korea
Field Finance
**Regional Lead

4. Local Champions, Local Sales Ops and Regional Leads
Lucia Cui**
China
Sales Operations
Betty Wang
WW Marketing
Zhongmin Zhang
Channel
Bridget Wang
Field Finance
Regina Yao
Carroll Tian
Sales Admin
Davy Xuan
Jessica Wang
Jenny Zhang
Ellen Li
Judy Zhu
China
Sales Admin
Sandra Chen
Xiaocui He
Nancy Gong
Sales Operations
Petty Li
Kelly Sha
Lara Li
Jennifer Liu
Lucy Zhao
Alex Guo
**Regional Lead

5. Local Champions, Local Sales Ops and Regional Leads
Anitha Prakash
ASEAN/India
WW Marketing
Chetan Chaparwal
India
Field Finance
Priya Prabhakar
Sales Operations
Piyush Varsh
Shobha Balu
InHwi Lee
Korea
Ting Huang TW
Phoenix Liang TW
Presales
Lin Xu***
APAC
APAC Sales Operations
Carina Lim
APAC Shared services
Ivy Cheng
WW Marketing
Jasmin Day
Kacy Wong
APAC Logistics
Daniel Khaw
***Regional Project Lead

6. Partner User – Go Live Support Model
War Room Staff will work directly with partner user to resolve issue
Partner
Users
Service desk will triage the case
War Room
Contact HDS Service desk
4am – 9am KL Time –> US War Room
9am – 5:30pm KL Time –> KL War Room
HDS Service Desk will triage the cases and assign to war room
War room contact information will be provided in the War Room’s response to the Partner User
War room will work closely with the HDS Service Desk to improve the first call resolution

7. Thank You