Professional and Managed Services

Transcription

1 SUPPORT SERVICES

2 Professional and Managed Services Exclusive Networks offers an extensive professional and managed services portfolio, which enables our business partners to successfully expand their product and service capabilities. We believe no partner should be held back from winning business through a lack of technical resources. Our services are designed to augment partners own capabilities, accelerate return on investment for new or extended propositions, and increase business opportunity with existing and prospective clients. Partners adopting Exclusive Networks professional and managed services benefit from trusted support throughout the full solution lifecycle from advisor to implementer, and trainer to maintainer. Exclusive Networks invests heavily in both training and expanding our engineering team, enabling us to provide powerful and comprehensive support including: Engineering services (test & staging) Pre sales engineering and bid preparation Technical sales calls and overviews First look presentations Site surveys Virtual CTO service Full product introduction service First Looks Reinforcing our reputation for introducing disruptive new technologies to the European marketplace, Exclusive Networks regularly conducts virtual or onsite workshops to enable first look and touch product explanation and demonstration. These are intended to pre-empt and complement formalised training and accreditation processes, and are designed to provide our partners pre and post sales engineers with the capability to pitch and get a ground level understanding of new product and technology attributes.

3 Proof of Concept service Utilising the skills, expertise and accreditations of Exclusive Networks, our Proof of Concept (PoC) service helps business partners reduce risks and remove entry barriers in a quick and cost-effective way. We help partners introduce new solutions to a prospective customer and test them under real conditions. This can help validate that the solution meets your customer s business needs and arrive at a quick purchasing decision. Utilising our PoC service will enable you to differentiate your business, improve your deployment success and strengthen your customer relationships. Installation services Exclusive Networks installation services are designed to enhance the existing technical resources of our partners. Rather than make an up-front investment to develop an in-house capability, or rely on multiple suppliers, our certified engineers ensure that your customer solutions become operational in a far more rapid and cost effective way. We offer a comprehensive service including: Equipment staging Site surveys Equipment configuration Project management Support specific arrangements for onsite implementation services

4 Support and maintenance services Exclusive Networks support and maintenance services are designed to give business partners the opportunity to offer a broad portfolio of support across product lines, without the need to invest heavily in their own support department. Exclusive Networks support and maintenance provides a 24/7/365 service to customers covering technical support, network & security maintenance, software support, hardware support and preventive maintenance services. We deliver up to Level 2 support utilising vendor accredited engineers. As a result, your customers are provided with flexible and proactive call handling and fault reporting, including a helpdesk and web portal. The flexibility of these support solutions provide partners with resilient services which ensure ongoing effectiveness of solutions deployments, while facilitating knowledge transfer with your in-house personnel. Local and global spares support In recognition of the international reach of customer infrastructures, the Exclusive Networks Group has an extensive pan-european capability for advanced spares and standby products. All customers needs are unique so please ask your account manager for further information. Technical training Exclusive Networks Group operates authorised training centres for Fortinet, Palo Alto Networks, Ironport, Aerohive, Splunk, Kaspersky, Q1 Labs and Infoblox. Training can be provided in accordance with the vendor accredited courseware, alternatively bespoke courses can be provided where necessary. The courses can be provided either at our dedicated Exclusive Networks training suites, at the customer premises or at a suitable location for all parties. All of our trainers adopt a hands-on approach, which means they will teach capability with real-world experience, rather than simply facilitate how to achieve accreditation. A full schedule of courses can be found online at

5 Pre-sales training Our pre-sales team are equipped to provide TOI (Transfer of Information) sessions on an as-needed, regular basis to ensure the product capability and messaging gets across to your team. We can also facilitate vendor engagement to provide the required vendor updates. Support & maintenance at a glance Exclusive Support Services is the branded service offering of Exclusive Networks Group. The variety of service options is designed to give our customers the ability to select the level of service needed in a multivendor & multidisciplinary environment. The service offerings are relative to indirect customer models. The Exclusive Support Services offering can be used to enhance technical service portfolios at either end of the channel. The reseller partner, who invariably wishes to concentrate on core competence rather than build an internal support structure, can utilise any part of Exclusive Support Services technical capability. Service components Exclusive Support Services is comprised of service components which can be selected by the partner for his services delivery. These components are: Software subscription to keep products up to date Software + Telephone Support Software + Telephone Support 24x7 Software + Telephone Support 24x7 + NBD Engineer on site Software + Telephone Support 24x7 + 24x7 Engineer on site

6 Service codes Code Name Description U. UPDATE This gives the customer entitlement to all new software releases during the contract period T. TALK Above plus telephone support & replacement hardware T24. TALK24 Above plus 24x7 option O. ONSITE Above plus Engineer on site (WORKING HOURS) to fault find & replace hardware where necessary O24. ONSITE24 Above plus 24x7 option Associated SLAs Hours Coverage Helpdesk Response to log call Field Engineer Response On Site Part Response UPDATE 8 x 5 WH <15mins NA NA Y TALK 8 X 5 WH <15mins NA NBD Y TALK 24 24x7, 365 <30mins NA NBDs Y ONSITE 7 x 24 8 x 5 WH <30mins <30mins ONSITE24 24x7, 365 <30mins <30mins NBD** NBD* Y 4 HOURS** 4 HOURS* Y Vendor Product Registration s Next Business Day Ship * Should the site location prove to be geographically uncertain with SLAs, Exclusive Support Services may choose to keep spares on site. The customer will need to give assurances that such spares will be securely stored. ** Geographic sites should be agreed with Exclusive Support Services prior to offering customer undertakings. Consultancy services Exclusive Networks consultancy services are discharged by a highly qualified team of technical specialists with advanced knowledge on networking, security and storage technologies. Our consultancy skills help business partners evaluate opportunities and find and design solutions to meet individual business challenges. For instance, our Firewall Audit service provides a unique approach to understand your client s firewall posture. It identifies their high value information assets and potential threat vectors and we work with you and your client to mitigate risks through the development of remediation requirements. This service provides partners with the opportunity and confidence to engage and address their clients complex security and compliance requirements, leading to new business success. Assignments include: Firewall audits Security posture advice Application audit reports Architecture designs Other services on request

7 Knowledge transfer Exclusive Networks offers the highest standard of technical education on products and solutions in our portfolio. All courses are delivered by vendor accredited trainers with real world experience and on the tools insight, providing attendees with tangible capability as well as study book theory. Courses are designed to equip engineers with the skills needed to understand, configure, support, troubleshoot and manage products in their care. Knowledge transfer through our training programme helps both our business partners and their customers become more effective in supporting and/ or managing solutions. Our high levels of accreditations and training credentials speak for themselves, through authorised training endorsement with the vendors in our product portfolio. Cloud and managed services By leveraging Exclusive Networks managed services, partners can convert sales quickly on brand new product lines, revitalising their sales portfolio to address the growing enterprise trend to selectively outsource elements of their IT infrastructure. Specifically, Exclusive Networks can provide unique fully managed WiFi and managed security services delivered from the cloud. These services enable partners to provide enhanced services to existing clients and break into new markets. With end customers paying no capital outlay and lower recurring costs, partners can white-label these products to sell what would once have been considered prohibitively expensive solutions, using a lower cost licensing based model. Pricing and further details are available on application.

8 Summary Exclusive Networks professional and managed services are designed to help partners build a proposition, identify and evaluate opportunities, design and demonstrate working solutions, install and support solution deployments. Our services empower partners to take advantage of intuitive technologies for innovative next generation communications solutions. Our value is our commitment and flexibility in turning our expertise and capabilities into our partners success. Pricing and further details are available on application. Speak to your account manager or visit the website Exclusive Networks UK Alton Offices: Alresford House, Mill Lane, Alton, GU34 2QJ Tel : info@exclusive-networks.co.uk Chesterfield Offices: Barley House, Hazel Court, Midland Way, Barlborough, Chesterfield, S43 4FD Tel: info@exclusive-networks.co.uk