VAR Services & Support Offerings

Transcription

1 Interlink Communication Systems and Network Dynamics, Inc. VAR Services & Offerings

2 Interlink Communication Systems, and Network Dynamics, Inc. Professional Services &... 3 Services Coverage A Seamless Approach Comprehensive Suite of Services... 6 Key Performance Elements Customer Benefits Interlink Communication Systems and Network Dynamics, Inc

3 Professional Services & Interlink Communication Systems (ICS) and Network Dynamics, Inc. (NDI) have developed a strategic commercial business alliance to address the growing demand for professional services and support in the VAR channel. A number of drivers continue to influence VARs and System Integrators to deliver services and support. Some of these drivers are: Decreasing margins in hardware sales; margin improvement by blending professional services Attractive re-occurring revenue opportunities Need to leverage larger accounts with the ability to provide services with a national footprint Positioning to provide increased outsourcing needs from end users for services and support Time to market with professional services can be costly and disruptive. Our programs will help you get there faster, and return more margin to you with less disruption to your business. As an Interlink VAR, you can have a single-source product and services delivery engine that allows you to deliver branded services locally, regionally, nationally or internationally. You can have greater leverage in your larger, more strategic accounts to compete on opportunities that have service requirements which today may be beyond your reach! Whether you need to deliver simple Helpdesk support or onsite Field Service Engineers, when you partner with us, you have all the expertise and global reach right at your fingertips. Services Integration Services Customer Entitlement Contract Validation Level 1 Technical Broadband Engineer and Part Dispatch Ticket Carrier & Escalation Level 1 Helpdesk Installation Planning Ticket Installation Coordination Remote Diagnostics Manufacturer Escalation & Engineer Telephone Level 1 Helpdesk Escalation Fault Replication SLA Response Onsite Maintenance Parts Swap Out Fault Diagnosis Fault Rectification Reverse Logistics Customer Sign Off Level 2 Managed Service Center (MSC) Field Service Engineers Scope of Work Definition Solution Design Remote Assistance High Level Install Site Survey, IPT LAN Audits Configuration Pre-staging / Pre-build Project Engineering Project Documentation/ Reporting Geographical Coverage Onsite Installation Handset Deployment Project Delivery Wireless Survey Remote Hands - 3 -

4 ICS & NDI provide 7x24x4 and Next Business Day Onsite coverage to thousands of locations throughout our market area, (Blue) With our network of spares depots (Red), ICS & NDI can provide replacement components within hours for even the most stringent SLAs. With an extensive network of onsite support partners and remote logistics centers located in over 60 countries, ICS and NDI s partnership enables seamless, worldwide, singlesource services delivery for IP communication technologies. Our strong and growing strategic alliance of service partners effectively extends our reach across the country and across the globe to deliver best-inclass services. We have been meeting the product and service requirements of VARs, Integrators, Carriers, Manufacturers, Enterprise and SMB customers 24 hours a day, 7 days a week, 365 days a year with a reach that blankets much of North America, Europe, South America, Asia and the Pacific Rim. A Seamless Sales and Services Approach Interlink and NDI offer a seamless approach to meet your re Whether you have customers needing to upgrade a single sit network, our Managed Service Center offers onsite field supp facilities to ensure receipt of equipment and services when a need them. When you partner with Interlink and Network Dynamics, Inc receive prompt and professional attention. Our team members located at the Managed Service Center w calls and dispatch the required equipment and resources. Overcoming Challenges 1. Strategy. Interlink and NDI have created a program spe who are engaged in Solution Selling. Our fundament your business and increase your revenue and profitabilit solutions you offer gives you a way to scale quickly and 2. Expense and Time to Market. Starting and scaling a serv key is to select the right partner(s) that can provide you enabling the VAR Channel as a core strategy for future g Note: Interlink and NDI s insulated and protected channel progr customers, and to that end, there is a non-compete program elem - 4 -

5 equirements. te, or deploy a complex, multi-service port and over 120 equipment depot and where you and your customer s c., you can be certain that you will A Seamless International Sales & Services Approach TAC Partner Partner Escalation and/or Overflow will take your branded incoming Secure Web Access To Tickets/Call History VPN ICS & NDI Oldsmar ecifically designed for VARs like you PSTN ICS & NDI tal objective is to help you build Inbound Customers ty. The services component of the Virtual IP Telephony Enables Requests Distributed Resources improve economically. vices business is a daunting task, especially if you need to support a national or global reach. The u a solid foundation for moving quickly into the services business, and who will not lose focus on growth. ram has been designed specifically for you. The program management belongs to you. You own your ment to ensure no channel conflict. -5-

6 A Comprehensive Suite of Services through the VAR Channel Deployment Deployment Site Surveys & Readiness (Traditional WAN/LAN, VoIP, and Wireless). Implementation Services Prevent site-related delays by documenting valuable site Site Surveys information and verifying & Readiness site preparation prior to Staging Services deployment. Our trained engineers will gather Testing Services information and evaluate the site(s) against your design Remote plans to identify and alert you Installation of any potential problems that could jeopardize your Project installation. Staging and Installation Maintenance & Telephone Call Handling Trouble Ticketing Parts Replacement Onsite Services Spares & Logistics NMS Implementation Monitoring & Restoring Fault Resolution Performance Network Analysis & Review Minimize the risks associated with your install by letting NDI pre-assemble, configure and verify operation of all your components in a controlled lab environment prior to site delivery. Utilize our vast network of onsite technical resources to perform your installation activities. With your configuration and programming information, our experienced technicians will inventory, install and test your solution to validate functionality. Project Meet your timelines and budget requirements by using one of our project managers as your single point of contact throughout your implementation. Our trained and experienced resources will work with you and your customers on all aspects of the project to ensure a successful deployment. Maintenance & Our maintenance solutions are designed to provide organizations with the most flexible and comprehensive maintenance support options for wired, wireless and converged networks. Our support plans allow you to select the level of service that fits your customer s needs: Remote Technical, Onsite Field and Parts Replacement. Network Ensuring the availability of your customer network is key to the overall value proposition you are presenting. Our suite of network management solutions gives you and/or your customer complete visibility into the network for immediate management and resolution of problems when they arise. We offer Fault, Configuration and Performance Services. Logistics Hundreds of remote logistics locations allow us to provide secure facilities, proven processes and trained staff to receive, store and ship your hardware and parts. Our logistics management services reduce your customer s infrastructure investment by taking advantage of our logistics facilities while increasing your parts availability with local parts management. Improve your customer s operational efficiency with automatic replenishments and real time inventory access via the Web

7 Key Performance Elements The table below illustrates the key performance elements of professional services. You may already provide some of these services to your customers, or they may have some inhouse services of their own (as represented by the sideway arrows in this example). You will notice in the last column that when you partner with us, you will be able to augment and complete your existing professional services or shift the support burden from your resources or over taxed customer in-house resources to ICS and NDI. Key Performance Elements of our Customer System Access Hardware & Onsite Software Service Component Telephone Tier 1 Call Handling Tier 2 & 3 Escalation Trouble Ticketing Web Reporting Manage Entitlement Warranty Replacement Advance Replacement 4-Hour Parts On Site Services Multivendor Content Training Software ECO Control Software Bug Navigator Software & Patch Distribution Web Description Needed In House ICS & NDI Normal Business Hours 7 x 24 x 365 Basic Technical Advanced Technical Call Tracking & SLA Escalation Web-Based Reports & Ticket Access Maintain Contract Database & Service Entitlements Manage RMA Program & Logistics Manage RMA Program & Logistics Nationwide Logistics & Spares 7 x 24 x 4, 8 x 5 x 4, NBD Onsite Problem Resolution Product Familiarization & Operational Review Maintain SW to Current Engineering Levels Provide Online Self- Service Software Bug Info Maintain Software Distribution Server & Web Site Documentation & Release Notes Our service management team has decades of customer support experience. In addition, our service and logistics locations are strategically positioned throughout the United States to offer you the operational and technical resources you need to provide your customers with a comprehensive and professional Maintenance and program

8 Partnership Benefits for Your Customers A comprehensive and reliable way to identify and resolve problems Real time network monitoring Performance management and capacity planning Site survey and network audits Project management Branded onsite installation and configuration Remedial maintenance Spares and logistics Technical support 24x7x365 availability Branded managed help desk Problem Determination Real Time Network Monitoring Performance Mgmt & Capacity Planning Partner Coordination Remedial Maintenance Single Point of Contact Project Implementations Spares & Logistics Technical Problem Resolution 7x24 Availability Contact Us Today Interlink is a Specialty Distribution Company representing selected network solution manufacturers to an international network of Value Added Resellers and Service Providers. Network Dynamics, Inc., a network technology and lifecycle solution provider, specializes in designing, implementing, maintaining and managing mission-critical networks for corporate enterprise clients, network equipment manufacturers, carriers, VARs, and integrators. Interlink Communication Systems: Network Dynamics, Inc.: th Avenue North 640 Brooker Creek Boulevard Suite 250 Suite 410 Clearwater, FL Oldsmar, FL Alan E. Higgins Rick Lewis Ext. 3143#