accelerate your business with huawei unified ict service

enterprise.huawei.com/us

Accelerate Your Business with Huawei Unified ICT Service

James SchottDirector, Service Channels & Marketing

Services in Enterprise Sales

Huawei Service Portfolio

12345

Huawei Enterprise Services

Huawei Service Partners

Tools for Service Acceleration

Huawei Service: Next Steps

enterprise.huawei.com/usHuawei Enterprise

Services in the Enterprise Sale

Designing A Global Advantage™

Introduction

Huawei Enterprise

Huawei Enterprise

Partner, System Integrator

Huawei Enterprise Service Strategy is to enable our partners to provide a better, more valuable service to end customers.

Huawei Enterprise Service Strategy

Huawei Enterprise

“Huawei's services strategy has evolved significantly over the past twelve months.”

“The talk was all about high-level advisory services

with a focus on business outcomes.”

“Huawei understands that maintenance has to move beyond traditional break/fix”

“take on a more proactive character.”

“key issues will be the extent to which partners can be moved along this Services evolution”

IDC analyst comments concerning Huawei Enterprise Service Strategy, Oct 2012

What Analysts are Saying

Huawei Enterprise

Equipment80%

Training5%

Support15%

US Spending on Goods and ServicesService offers an incre-mental sales opportunity

If we do not secure the service spend, it will be spent elsewhere

Support is the foundation of an ongoing customer relationship

Enterprise ITC & Service Budgets

Based on Forrester Research, Inc. , 2013“US Tech Market Outlook Report…”

Huawei Enterprise

Service = Sales Opportunity

Sell more. Sell value. Profit.

$% $% $%PRODUCT

SALESSUPPORT

CONTRACTSPROFESSIONAL

SERVICES

Huawei-Brand < < < < < Price Parity > > > > > Partner& Co-Brand

Huawei Enterprise

Customer

HiCare

Huawei Brand ServiceResold by Partner

Delivered by Huawei

Partner Brand ServiceSold and Delivered by Partner

Supported by Huawei

CoCare

Huawei Service Platform Support-E/e-Learning/Simulators/TACs/SOCs/Spare Parts/Certification

Always Online

Go-To-Market Approach

Huawei Enterprise

TechnicalServices Training & Certification Professional

Services

IP Products (Switches & Routers)

IT Products (Storage & Servers)

UC&C Products (TP & VC)

Delivering Assurance

Lifecycle Services Framework

Service PortfolioProduct

Portfolio

Plan Design Implement Maintain Optimize

Huawei Enterprise Services Portfolio

Huawei Enterprise


Professional ServicesEnabling Transformation

Plan - Design - Implement - Optimize

Training & CertificationCertification for Partners & Customers

Associate – Professional - Expert

Technical ServicesMaintenance Support

Standard - Enhanced - Premier

Huawei Enterprise

Programs to Accelerate Your Business

Warranty & DOA

Proof-of-Concept Testing

Certified Service Partner Program

Quoting & Configuration Support

Marketing, Collateral, Tools & Templates

Market Development & Training Funds

Huawei Enterprise

Huawei Technical Support

Operate & Maintenance Support Levels

Standard Enhanced Premier

9x5 NBD 9x5 4-hour 24x7 4-hour

• Online Support • 24x7 TAC Access• Software Updates• Hardware

Replacement

Delivery Options:Advanced Hardware Replacement

Onsite Hardware Replacement

Support Options:•Multi-year contract term•Equipment health check•Onsite troubleshooting•Focal support service•Certification Training

Huawei Enterprise

Huawei R&D

ServiceRequest

L3 support

Remote Support

Escalation

Huawei FieldTechnician

Certified ServicePartner (CSP)

Huawei Global TAC

Onsite Support& Installation

US TAC

1-8 77 9 [email protected]

Parts Consignment

Depot

Huawei Parts Warehouse

Parts Distribution

USA Parts WarehouseL2 support

Escalation

Customer

...Parts Delivery

& Replacement

Technical Support Delivery Model

Huawei Enterprise

240+ Forward Stocking Locations (FSLs) in USA

1,100+ field engineers Same-day service to

over 40,000 locations Next-day service to

every US zip code

Parts/Depot Distribution in US

Huawei Enterprise

Huawei Professional Services

18

Design• IP network Design• Facility design• Data center design

Planning• Capacity planning• Technology analysis• Architecture planning

Optimization• IP network Optimization• TP Optimization• Data Center Optimization

Implementation■ Equipment installation■ Integration ■ Acceptance test procedure

Prof.Service

s

Plan

Design

Implement

Optimize

Huawei Enterprise

Huawei Training Services

Training & Delivery Options: Huawei Authorized Learning Partner Huawei Online E-Learning Huawei Onsite Delivery Robust Catalog of Training Courses

Product Domains

IP Transmission UC&C IT & Cloud Platform CC

Router &Switch

WirelessLAN

Security(Secospace)

TransmissionNetworks Unified

CommunicationVideo

ConferencingStorage & Servers

Cloud Computing

CallCenter


Huawei Service Partners

Huawei Enterprise

Technical Support Model

Huawei Platform Sales Tools, Online Support, eLearning, TAC, Tools, Parts

Huawei CoCareSold to Partner

Huawei Delivers CoCare to PartnerPartner Delivers Support to Customer

Huawei HiCareSold by Huawei or Resold by Partner

Delivered by Huawei

Partner

Customers

Huawei Enterprise

Steps to Becoming a Huawei CSP

Interested? Eligible?

CSP Application

Qualification Review

CSP Agreement

Certify Site, Systems & Engineers

Huawei Enterprise

Certified Service Partner Requirements

In-House Test Lab(5-Star CSPs)

Help Desk & Service Process

Certified TechnicalService Staff

VAR or VAPProduct Resale

Authorized service levels: 5-Star: 24x7 4-hour 4-Star: 9x5 4-hour 3-Star: 9x5 NBD

CSP Program

Huawei Enterprise

Initialization Enablement

During Certification

After certification

•Real case practice•Hand-on instructionSupport 1st node

implementation•Focus on working process•Less than 2 hoursProcess

Instruction

•Face to face with lab practice•E-Learning availableSpecialization

Training

•Fast track certification•Global training and examsCareer

Certification

•Push new technologies and product documentsTechnical

Newsletter•Award and incentive program for

Technical Elite“Technical Elite” Club

•Online courses and exam.•Tech Forums/Knowledge base

E-Learning Platform

•Advance troubleshooting skills•System optimization skills

Adv. Technical Training

•PM and Communication Skills•Customer satisfaction mgmt.

Soft Skills training

•Rapidly track latest technology•Interaction with partnerTechnical

Workshop

Partner Enablement

Ongoing Enablement

Huawei Enterprise

Engineer Training & Certification

Huawei Certified…

Product Domains

IP / Datacom Transmission UC&C IT & Cloud Platform CC

Router &Switch

WirelessLAN

Security(Secospace)

TransmissionNetworks Unified

CommunicationVideo

ConferencingStorage & Servers

Cloud Computing

CallCenter

Expert

Professional

Associate

CertificationProcess &

Exams

Huawei Enterprise

Huawei Certified Service Partners

Relationship Partners & Vendors

Certified Service Partners (CSP)from among interested & eligible partners (VARs & VAPs)

http://sourcesupport.com/

http://ipcnv.com/

Huawei Enterprise

Source Support Services

Value Added Partner (VAP) &Certified Service Partner (CSP)

http://sourcesupport.com/

Huawei Enterprise

IT Engineering Services

End-to-End Global IT Solutions

Full IT Life-Cycle Solutions

• The Marriage of:– IT Engineering Services &– Global IT Same Day Support

End-to-End Global IT Solutions

Designing A Global Advantage™www.sourcesupport.com

Optimizing Your Uptime Through:• Best-In-Class Solutions Design• Implementation Services• Same Day Global On-Site:

Parts Delivery & Replacement Field Engineer Support Worldwide Forward Stocking Location

Grid

Delivering Peace Of Mind: • Providing a dependable services infrastructure

that meets the stringiest SLA demands

Keeping Huawei Up & Running & On time!

Huawei Enterprise

- Same day parts and on-site response grid – USA- NBD Response – All Zip Codes

FSLs

Forward Stocking• 240 Locations USA• 40 Locations Globally

On-site Field Engineers:• Every Zip Code USA• Over 80 Countries Worldwide

Global Coverage Areas

Huawei Enterprise

IT Engineering Services

Huawei & Source Support

• Successful Partnership Since 2011– Over 2200 switches configured, installed,

maintained and monitored since Dec 2011.– Supporting Over 325 locations in N. America &

growing– Over 80 Forward Stocking Locations In the USA

today with Huawei product – 4 Hr Parts SLA’s– Great experience from all sides of the partnership


Huawei Enterprise


• The Huawei Advantage– Excellent Quality Product & Performance Trends

• Positive comparison vs. key competition

– Excellent Executive Support of Partner– Excellent Engineering Support of Partner– Excellent Customer Service Support of Partner


Huawei Enterprise

Huawei Quality Trends 2012-2013• 1.5 years of excellent performance &

Quality• 2200+ Units In Field• 1.22% Call Rate• 0.61% Failure Rate (AFR)

Quality Reporting – Quality Product


Tools for Service Acceleration

Huawei Enterprise

Service Resources for Partners

Service Tools

LicenseApp & Tools

Marketing Tools &

Templates

Technical Docs

Technical Assistance

CenterPartnerPortal

Softwareand Tools Download

Classroom & E-Learning

Knowledge Base and Forums

Huawei Enterprise

CUSTOMER

HUAWEIKNOWLEDGE

BASE

TOOLS

Enhance customer experience through

network intelligence.

Optimization Tools

Design Tools

Migration Tools

Planning Tools

Analysis Tools

Intelligent Service Tools

PARTNER

Huawei Enterprise

Huawei Authorized Service Partners

Relationship Huawei Authorized PartnersAuthorized Service Providers (ASP)for stocking locations and logistics, and Technical Assistance Center (TAC)

Authorized Learning Partners (HALP)for Technical Training and Certification

with

http://www.essintial.com/


Huawei Enterprise

Essintial Enterprise Solutions

Authorized Service Partner (ASP)


Huawei Enterprise

One of the largest Independent Services Organizations (ISO) in the nation Private Equity Ownership

Acquired and merged two companies in 2010

Headquarters in Mechanicsburg, PA (also the primary TAC location) Handle over 40,000 Service Events a month Support partner of choice to major OEMs (Huawei, IBM, HP, Dell, Fujitsu, Toshiba and Super

Micro) Deep expertise in enterprise and data center hardware support Manage $15 Million in Consign Parts

Est -1967 Est - 1970 Est - 2010

Essintial Overview

Huawei Enterprise

Essintial TAC Overview• Primary Site Mechanicsburg PA• Secondary Site in Andover MA• Staffed 24x7x365• Customer web portal for real-time visibility of service event statusHuawei Program• Validation of Support Entitlement• Level 1 Help Desk - Huawei trained agents

Level 2 & 3 Help Desk in partnership with Huawei• Field Engineer Dispatching• Part Ordering and Dispatching

1 877-9 HUAWEI and email: [email protected] Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services.

Huawei Technical Assistance Center

mailto:[email protected]

Huawei Enterprise

Essintial is providing Huawei Warranty coverage for Onsite Repairs Essintial field engineers across the United States and Canada Essintial has rolled out a training program for Field Engineers to get trained on

Huawei products and be indentified in our “Tech Finder Database” Ability to meet 4 Hour Engineer Onsite SLA in Mid and Major Metro areas Next Business Day Response anywhere in the U.S. The Essintial TAC ensures Field Engineers are dispatched to SLA requirements

Huawei Nationwide Warranty Support

Huawei Enterprise

Essintial is managing Huawei Spare Parts Logistics Enterprise relationship with FedEx Forward and Reverse logistics Essintial’s main warehouse is in Memphis, TN – Which has a 12 AM CST cut

off time to get on a FedEx plane for next day delivery Additional warehouses in Harrisburg, PA and Oakland, CA RFID parts tracking in the warehouses Integrated systems with FedEx to optimize service parts inventory 240 Forward Stocking Locations (FSLs) Online visibility to parts inventory

Logistics & Inventory Management for Huawei

Huawei Enterprise

Essintial is a Huawei Authorized Service Partner (ASP) Can be branded as Huawei services Field Engineers Trained on Huawei product installations Nationwide coverage Ability to scale quickly Complete Project Management team Willingness to take on any size project Long history of working with VARs

.

Nationwide Hardware Installation Services


Huawei Services: Next Steps

Huawei Enterprise

Key Contacts

Channel Account Manager

ChannelService

Manager

HuaweiChannel Progra

ms Team

Huawei Technical Sales Support (TSS)

Huawei Profess

ional Service

s

Huawei & HALP for Training

& Certificat

ion

Huawei Support-E Online Resourc

es

Distributors for Products and Services

Huawei TAC and Logistics Support

Huawei Enterprise

Huawei Services

•Channel-focused service program

•Service enablement to enhance partner capabilities

•Building brand, demand, and opportunity with partners

•Tools and support to deliver scalable, value-add services

Huawei Enterprise

Next Steps

Sell Services. Quote & Resell Huawei HiCare Support.

Register for access to the Support-E online support portal.

Visit the Huawei Services Tabletop Huawei Services Overview Brochure, HiCare & CoCare Datasheets Take the training & certification survey (win a prize!)

Training & Certification Sign up for July HCDA/HCDP Technical Certification Training Visit the Huawei training web pages, register for E-Learning or attend classroom

training

Interested in in the CSP Program? Review the Huawei Enterprise Partner web pages. Read the CSP Partner Brochure, Submit a CSP Application.

Copyright © Huawei Enterprise USA, Inc. 2013. All rights reserved.

No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd.


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