Barco Partner Program. Partner Program. Service Program Guide

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1 Barco Partner Program Partner Program Service Program Guide

2 Barco Connect! Service Program Our customers expect a superior product experience. To achieve this, a highquality product alone is no longer enough. Professional service and support is key to success. Barco delivers innovative and state-of-the-art services that delight the customer and anchor Barco s global leadership in digital visualization systems. Our global Barco service network will provide your customer with a consistent, high-level experience anywhere in the world. Our service professionals provide technical helpdesk and on-site support in a host of languages in all major regions of the world. This global infrastructure of people, tools and systems is a key asset for you as a Barco Connect! partner to help grow your business. By marketing and selling Barco services, you extend the customer relationship well past the initial sale. Customers continually struggle to keep pace with the fast-moving changes in technologies or want to focus on their core activities. That s why they increasingly rely on specialist support organizations, which help them bridge the technology gap and which offers them specialized services to run their business more efficiently and at lower cost. Your support helps enhance customer loyalty and foster positive customer relationships whilst maximizing their return on investments.

3 What s in it for you? Ten good reasons to sell Barco branded services: Additional and recurring revenue Global service network Game-changing managed services When you sign up for Barco Connect!, you commit to market and sell Barco s portfolio of services. By selling services, you will generate a substantial revenue stream while extending the customer relationship well past the initial product sale. You enter the realm of generating customer satisfaction and leveraging their investment in Barco products. As a Barco Connect! Partner, you resell Barco s branded services. You manage the sale and Barco executes the contract. Our global service network will provide your customer with consistent, high-level experience anywhere in the world. Barco Connect! partners may be entitled to market development funds and rebates. For eligibility criteria, refer to the Barco Connect! Sales & Marketing program guide or contact your channel account manager. Dedicated quotation support team Consult & Design Implement Maintain Manage Maximized system uptime and minimized Total Cost of Ownership Access to industry-leading experts Priority availability of parts and repairs Early support identification for remotely monitored equipment Long-term service coverage Assessment Concept Development Solution Design Project management Customized System & Software Installation Re-allocation of installations Installation Audits Warranty Core CorePlus Premier PremierPlus Preventive maintenance Engine cleaning Silent monitoring System monitoring Eco-system monitoring CineCare CineCare web QA web Delighted customers through peace of mind and reduced risk Testing & Validation On-site end-user training Certified inhouse service training On-site support Regional repairs Factory repairs Color matching Spare parts Certified inhouse service training Lamp leasing Software upgrades

4 Consult and design Experts convert your customer s vision and goals into validated engineering drawings and blueprints. Furthermore, we offer validation services based on your own designs. Our consultancy services are at your disposal, for example when handling complex projects. Implement Through efficient project management, Barco helps coordinate all stakeholders and activities related to the execution of the statement of work (SOW), up until the customers acceptance. Our clear project documentation provides you with detailed and customized user descriptions and maintenance guides, while the smooth installation, re-allocation, audits and system tests and validations help smoothen the implementation process. Maintain Barco offers a wide range of service maintenance packages, tailored to you and your customers needs. If you have no in-house specialized technical expertise, our PremierPlus package with on-site technical support, preventive maintenance and software update installation is exactly what you need. Are you working with critical or complex equipment and is your uptime crucial? Then the 24/7 high-level technical support of our Premier package is for you. This package includes risk coverage for spare parts, leading to predictable maintenance costs. If you already invested in technical training, our Core and CorePlus packages are cut out for you. With CorePlus, parts or screen replacements can happen in no-time, while Core offers optimum risk coverage on part- or repair costs and, consequently, fixed maintenance fees. Manage Our managed services include a full suite of support services to maximize the uptime of your install base and reduce costs throughout your operating processes. For a detailed overview of these services, please refer to Barco Standard Service Packages Barco s QAWeb Barco s QAWeb is the industry s first secure, web-based, all-in-one solution for quality assurance and asset Entitlement Core CorePlus Premier PremierPlus management of your hospital-wide displays. It enables maximum uptime of your install base, with no interruption to the workflow through remote and automated DICOM calibration and quality assurance, anywhere and any time. esupport Telephone Technical Support Spare Parts 15 Days return to Factory Economy Shipment Advance Exchange Next business day Economy Shipment 24 X 7 Advance Exchange Same business day Express Shipment 24 X 7 Advance Exchange Same business day Express Shipment Barco s CineCare Web CineCare Web is the world s only cinema-dedicated tool for remote monitoring and servicing of DC equipment. It allows a service provider to organize its managed services more efficiently and proactively, thereby improving customer service to exhibitors. Product Software Updates Updates Updates Updates + Install CineCare Web has guaranteed data and connection security, allows real-time and proactive monitoring, is built Onsite Support Preventive Maintenance Next Business Day upon cinema business logic and provides a platform for different kinds of reporting. Barco s Lamp Leasing The Lamp Leasing agreement offers a clear, computable cost of operation. A fixed fee covers all your lamp needs. On Site Spares Kit Lamp Leasing is available for all of Barco Control Rooms Poly-Silicon LCD and DLPTM projectors. This service ensures lamp replacement in a coordinated way and with fast Turn Around Time.

5 The service partner accreditation program Barco recognizes that some service partners have made a substantial investment in infrastructure and expertise to provide their end-users with high-quality support, both remote and onsite. That s why Barco Connect! offers the Barco Connect! Service Partner accreditation program. What do we expect from you? We expect you to sell and execute your branded services; provide a first-line helpdesk with trained personnel for specific Barco products and services; let your certified technicians perform on-site services on specific Barco products as Service Partner part of your total service package. What can you get out of it? This accreditation authorizes you to purchase tailor-made partner service packages from Barco, to which you add your own value elements in order to obtain your own branded What is it? Barco Connect! Service Partner is a formal accreditation program to allow partners to execute services on Barco products as part of their service ecosystem. services. These selected partner service packages are available to provide you with back-toback and escalation support. That way, we ensure continued alignment between Barco support and your service model for the duration of your contract. To become an accredited Barco Connect! service partner, you agree to participate in an initial audit performed by Barco to assess your service organization and technical capability to deliver services on Barco products and systems. Successful completion of the audit is a prerequisite to becoming a Barco Connect! service partner. The accreditation will define the scope of both service types and products that you are Partner Core L3 Support SW Updates Partner CorePlus L3 Support SW Updates Partner Premier L3 Support 24/7 SW Updates authorized to service. You will be assessed on an annual basis. The assessment information we record will be held within our own confidential records and will only be shared with you. Parts ReturnToFactory, Economy shipment Parts Advance swap Next Business Day,Economy shipment Parts Advance swap, Same Business Day express shipment This accreditation also requires successful completion of the Barco Connect! training program for all technicians performing services on Barco equipment, supported within the partner- branded service. Additional services and building blocks are also available. They offer a flexible service portfolio which complements and expands your existing capabilities in both geographic reach and functionality. Next steps Ready to sign up as a Barco Connect! Service Partner? Don t hesitate and contact your channel account manager today.

6 Together towards success There are three optimum moments to sell services. The easiest and most successful one - is the moment you sell the product. You can, however, also sell services during the initial warranty period or when the system warranty expires. Once you have sold the services, you will have an annuity stream. And a third moment is prior to expiration of a service contract that s already in place. Barco has developed three specific metrics to calculate how successful you are at selling services: Attach rates The attach rate is the percentage of service contracts sold against the number of products or systems sold. Conversion rate How many products or systems coming out of warranty are converted into a contiguous support contract? Renewal rates The renewal rate identifies how successful you are at renewing service contracts on time. This is the number of renewed contracts versus the number of expiring contracts. In order to encourage our partners to sell good service, which will lead to greater customer satisfaction, all Barco Connect! Partners, including Authorized Partners, are eligible to rebates. The rebates will be linked to specific targets on the abovementioned metrics. Your channel account manager will discuss your metrics and advise how you can maintain or, better still, improve your rates.

7 Learn more about Barco Connect! at and join us in this great opportunity. Printed on FSC certified paper ( May 2013 M00504-R PP Barco nv Pres. Kennedypark 35, 8500 Kortrijk, Belgium Tel Fax