Introduction to SYNNEX SERVICESolv

Transcription

1 Introduction to SYNNEX SERVICESolv SYNNEX SERVICESolv appreciates the opportunity to provide your Services Division with an overview of our offerings. This document provides information regarding our capabilities specific to three central practice areas: Professional Services; Field Services; and Managed Services. As an innovator in services for the channel, we are confident that our national footprint, commitment to quality, and breadth of services provide an excellent complement to your core strengths. The SYNNEX SERVICESolv portfolio supplements the service offerings, skill-sets, and geographic reach of your technical staff. All are aimed at enabling you to pursue a broad mix of solutions and develop a hybrid product-and-services model to maximize your profitability. This should be particularly true for your company if we can minimize the number of service vendors necessary to service your customers. You will Capture a greater wallet-share of your customers IT spend Realize increased profitability over many current competitive service offerings Pursue strategic initiatives with SYNNEX and manufacturing partners Create recurring revenue services streams You will not Add headcount expense Face competition from SYNNEX or our service-only partners Go it alone SYNNEX will provide project management and training for your team Experience SERVICESolv is highly experienced in managing installation and maintenance programs of any size, from SMB to large scale. SYNNEX supports service solutions for government, commercial, and retails locations nationwide, and we have the expertise and capabilities to handle your business in this market. Consistency SERVICESolv s service organization delivers consistency through project management tools and a select number of service partnerships. We take pride in scheduling the right resource to the right location so that you are not consumed with managing us or our services partners in delivering quality service experiences to your customers. In addition to ensuring that all details of your project are coordinated effectively, SYNNEX closes the loop by providing you with a mutually agreed upon set of performancemanagement metrics and tools. SYNNEX will work with you to define key performance indicators that drive a superior customer experience. Our mandate is to improve your operating performance with our services portfolio. As a single point of contact for services referenced herein, SYNNEX can efficiently assist you in growing and evolving your business model. 1

2 PROFESSIONAL SERVICES Professional Services Pre- Post-Sale Support SYNNEX offers an extensive suite of professional services that assist resellers in both justifying a technology purchase, and implementing the technology after the sale. From installation of an SMB network to multi-vendor integration of advanced technologies, SYNNEX provides the resources to respond to custom or large-scale engagements. Resources Dedicated to Your Needs SYNNEX will manage your professional-services engagements through dedicated Technical Relationship Managers. For these critical projects: SYNNEX engineers or directors are engaged early in the process to coordinate a scoping call with your team and, if you prefer, directly with the end user SYNNEX Technical Relationship Managers will draft a statement of work specific to each engagement and track it within our Service Tool (with possible linkages to your management tool) We investigate the possibility of obtaining funding for pre-sales analysis projects from vendor partners Weekly update calls are held for projects lasting more than a week to ensure milestones are met and service is delivered at committed levels throughout Pre-Sale IT Assessments, Architecture SYNNEX offers assessment services to review an end user s present IT environment and prepare recommendations to achieve cost savings, compliance, or overall business goals that aren t served by current IT assets. Our engineers use best-in-class tools and possess deep industry experience to prepare a professional end-user presentation of our findings. Presentations referenced above can include the SYNNEX brand, or be reseller branded to maintain a position of autonomy to the end user. A partial summary of SYNNEX pre-sale assessments includes: Utility Data Center Workload Analysis Right-size IT Server Consolidation Assessments (on-site) 75% average consolidation achieved ROI illustrations achieve near 100% close rates Energy rebates available in many U.S. and Canadian locations Storage Assessments (on-site) Business-continuity designs Tiered storage analysis, design, ROI illustrations Roadmaps for de-duplication of data Assessments (on-site) analysis, VoIP readiness Wireless site surveys Security Vulnerability Testing Compliance Gap analysis Pro-Audio-Visual and Digital Signage Review architectural drawings, produce a recommended design Perform onsite surveys Post-Sale Implementation Projects SYNNEX has a select number of professional service partners available to serve as an extension of your organization. Perhaps you are missing a particular advanced skill set, lack geographic coverage, or simply have a significant project that exceeds your existing resources; SYNNEX can assist. It should be emphasized that, in many cases, manufacturers offer similar services. It is not our intent to compete with your internal service offerings or those of our manufacturing partners. In cases where the project is less than cookie cutter, or involves a multi-vendor/multi-technology implantation, our flexibility in crafting a customized Statement of Work (SOW) may be what is required for you to win the business. A partial summary of SYNNEX Professional Services implementation capabilities includes: Multi-Vendor Server and Storage Implementations Utility private/public Cloud technologies Industry-standard, mid-range, and business-critical server support Business-continuity solutions Implementations core Wireless deployments WAN optimization, load balancing Server Virtualization VMware Microsoft Hyper-V Red Hat Enterprise Virtualization Microsoft Implementation Projects Active directory Exchange (multiplatform migrations) Sharepoint Desktop Virtualization RHEV, VMware, and Citrix platforms Unified communication, video conferencing Pro-audio/visual and digital signage solutions Wide-format installation with end-user training Open Source development and implementation from POC to production Video Surveillance Staffing SERVICESolv can meet virtually any IT staffing requirement you or your clients have. Virtually all geographies and skillsets can be accommodated. Contract to hire Project work exceeding 30 days Temporary to permanent placement 2

3 FIELD SERVICES SYNNEX Field Services North American Coverage SYNNEX has one of the most-extensive service coverage models in the IT industry, through a select few service-only partners. We provide maintenance and installation for a broad cross-section of IT-related devices via expert service providers. A high percentage of our providers engineering teams are company (W-2) employees or pre-screened 1099 sub-contractors. We leave nothing to chance in ensuring an optimum experience for your end users. Tailored Service Level Agreements for Mission Critical Applications SYNNEX tailors programs specific to each customer s individual service requirements. While we aim to keep it simple to price and entitle service customers, we realize a number of service engagements require custom SOW. SYNNEX ensures that you and your customers are comfortable with the prescribed SOW all the way through project completion. SYNNEX offers a wide variety of service plans and programs: A full range of hardware service plans On-site 8x5, next business day On-site 24x7, 4-hour response Depot programs Retainers/blocks of time Installation support Multi-site roll-outs, imaging services Recycling, buy-back, data destruction Products Serviced SYNNEX provides installation, on-site service, and preventative maintenance for a diverse group of products: User Devices Desktops and laptops Monitors Scanners POS devices IT Infrastructure Servers Storage devices infrastructure IP and PBX voice systems North American Printer Support HP, Xerox, Oki Data, Lexmark, and many others Cost-per-page and fixed-price contracts Digital Signage, Audio/Visual Solutions Kiosks 3

4 MANAGED SERVICES 4 Managed Services Built for Resellers SYNNEX s Managed Services initiatives offer the mostcomprehensive, channel-wide strategic value in the channel. Managed Services bolster the service level delivered to your end users and play a strategic role in creating a consultative approach to managing their IT-asset inventory and the cyclical refresh they will face. SYNNEX supports your managed services practice through: Sales Assistance Best-practice sales methodologies and pricing models Regional and web-based training Customized, on-site staff support Marketing Support Trade show and end-user event support Collateral Sales Acceleration Effective client quarterly business reviews (QBRs) Systematic consultation with resellers on refresh opportunities within their managed customer base The Right Tools for Your Customer Selection of a Remote Monitoring and Partner is not to be taken lightly. Success depends on your having that partner s people, processes, and tools at your disposal. SYNNEX s Managed Services Perfect for the SMB, scalable to the enterprise: Hardware and software asset management Live warranty management Power management to the desktop Patch management Mobile device management Managed print Monitoring key services Exchange Backups AV protection infrastructure Firewalls, Access points Hardware as a Service Operational expense service acquisition of assets Our NOC Team An Extension of Yours SYNNEX s Operations Center (NOC) provides 24x7 remote monitoring, remote remediation, trend reporting, AV updates, and Microsoft OS Patch. Services are delivered under our resellers brands, extending capacity of your services team by off-loading work to SERVICESolv. This cost-effective model enables you to rely on SYNNEX resources rather than build out a staff to support a 24x7 Managed Services initiative. SYNNEX NOC Services: team with decades of experience in reseller management We are you! 95% of issues are solved remotely Best-in-class monitoring/alerting/escalation templates One-hour SLA, alert remediation All services delivered under your brand Full reporting of issues resolved or escalated Predictable cost structure Integration Key Distinction Resellers know that choosing a remote-monitoring tool is a weighty decision. SYNNEX delivers a best-in-class tool plus cost-effective engineering support to help you scale. The remaining piece of the puzzle is the integration capability of the tool. Partial list of integration points: End-point Protection new monthly annuity model from Symantec, differentiated by SYNNEX Mail Filtering Encryption Business Continuity Professional Services Automation Tools Auto ticket creation NOC service tickets flow into select reseller PSA tools PSAs supported Autotask, ConnectWise, Tiger Paw Custom integrations available (fee-based) SYNNEX NOC Help Desk North America Help Desk Services SERVICESolv proudly offers 24x7, North American-based help desk service subscriptions. Comprehensive end user support for hardware, OS, peripherals, connectivity, and common office products are provided. Support Options Telephone, on-line chat, Click for support For customized support offerings, SERVICESolv can staff to deliver unique application, hardware, or service-level requirements. us directly at: servicesolv@synnex.com, or visit us on the web at SYNNEX Corporation. All rights reserved. SYNNEX, the SYNNEX Logo and all other SYNNEX company, product and services names and slogans are trademarks or registered trademarks of SYNNEX Corporation. SYNNEX and the SYNNEX Logo Reg. U.S. Pat. & Tm.Off. Other names and marks are the property of their respective owners

5 Extensive Offerings... Resellers Increase share & profitability by delivering up to 40+ services CLOUD FIELD SERVICE PROFESSIONAL SERVICES - INFRASTRUCTURE MANAGED SERVICES Hosted Cloud Solutions Maintenance Install Support Data Center ing Wireless UC Security & Compliance Audio Visual (NOC) Operating Center Help Desk Private Cloud Public Cloud Pay for Use/ Utility Computing System Imaging Server / Storage Assessment & Consolidation Architecture & Design Penetration Testing Audio Visual Design & Install 24/7 Remote Monitoring Desktop Support w/ Agent Hosting Multi-location Project Virtualization Architecture & Design Integration HIPPA, PCI Assessments Digital Signage Design & Install Alerts Remediation & Patch North America Call Center or International 30 Languages Back Up Cloud Only Appliance + Cloud Asset Buy Back and Disposal Services Infrastructure Installation & Migration Security Archiving Programming and Training Endpoint Security & Firewall Unlimited 24/7 Support Hosted Unified Communications Desktop Installation & Repair Services Local / National Server / Storage Assessments Enterprise Vulnerability Audits Program/Content Agent or Agentless Support Microsoft Std. Apps Coverage Collaboration Communication CRM / Hosted Applications Field Staff Augmentation Database: Microsoft Oracle Migrations Staff Augmentation Compliance Audits Post Sales Repair/Support Agreements Includes Asset Level 1 Response Within One Minute = SYNNEX Delivers Services with a Partner = SYNNEX Delivers Directly

6 Canada Pre-Sales Technical Consulting Directory by Product Segment Hardware Hewlett Packard 8701 Servers 8702 HP Storage 8704 Desktops, Notebooks, Workstations, Printers 8715 HP ing 8749 HP Blade 8781 Fujitsu Servers 8782 NEC Servers 8783 Quantum Lenovo 8710 Desktops, Notebooks 8748 Servers Intel 8712 Desktops 8713 Servers ing 8715 HP ing 8756 Adtran 8572 Allied Telesis 8753 Aruba 8714 Arista 8751 Avaya 8755 LifeSize 8736 Ruckus 8716 Other ing Support Telephony 8751 Avaya 8780 Altigen 8719 Other Telephony Security 8724 Checkpoint 8784 Watchguard Printing & Imaging 8704 Hewlett Packard 8727 Lexmark 8750 PRINTSolv POS, AUTO ID & HW Security 8730 POS & AUTO ID 8731 Security System Power 8775 APC Dell 8737 Servers 8738 Storage 8739 ing 8740 End User Computing Canadian Software Support Option 4 Microsoft Autodesk L T Symantec Kaspersky StorageCraft CA Corel Total Defense WinZip RedHat Quark Filemaker TechSmith (Snagit & Camtasia) HP Enterprise HPBDM@synnex.com Google Pros GoogleCan@synnex.com US & Canada Services 8777 SERVICESolv NOC Managed Services Watchguard Managed Services select option 9 and use the 4 digit extension. techsup@synnex.com Please provide your account # when calling or ing. When ing please have Canada in the subject line. For HP Enterprise level product Pre and Post sales inquiries please HPBDM@synnex.com 2015 SYNNEX Corporation. All rights reserved. SYNNEX, the SYNNEX Logo and all other SYNNEX company, product and services names and slogans are trademarks or registered trademarks of SYNNEX Corporation. SYNNEX and the SYNNEX Logo Reg. U.S. Pat. & Tm.Off. Other names and marks are the property of their respective owners.