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Accelerate Your Business with Huawei Unified ICT Service

Accelerate Your Business with Huawei Unified ICT Service. James Schott Director, Service Channels & Marketing. Huawei Enterprise Services. 1. Services in Enterprise Sales. Huawei Service Portfolio. 2. Huawei Service Partners. 3. Tools for Service Acceleration. 4.

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Accelerate Your Business with Huawei Unified ICT Service

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  1. Accelerate Your Business with Huawei Unified ICT Service James SchottDirector, Service Channels & Marketing

  2. Huawei Enterprise Services 1 Services in Enterprise Sales Huawei Service Portfolio 2 • Huawei Service Partners 3 • Tools for Service Acceleration 4 • Huawei Service: Next Steps 5

  3. Services in the Enterprise Sale

  4. Introduction

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

  6. What Analysts are Saying “take on a more proactive character.” “The talk was all about high-level advisory services with a focus on business outcomes.” “Huawei's services strategy has evolved significantly over the past twelve months.” “Huawei understands that maintenance has to move beyond traditional break/fix” “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

  7. Enterprise ITC & Service Budgets Based on Forrester Research, Inc. , 2013“US Tech Market Outlook Report…”

  8. Service = Sales Opportunity Sell more. Sell value. Profit. Huawei-Brand < < < < < Price Parity > > > > > Partner& Co-Brand

  9. Huawei Service Portfolio

  10. Go-To-Market Approach Customer Huawei Brand Service Resold by Partner Delivered by Huawei Partner Brand Service Sold and Delivered by Partner Supported by Huawei HiCare CoCare Huawei Service Platform Support-E/e-Learning/Simulators/TACs/SOCs/Spare Parts/Certification Always Online

  11. Huawei Enterprise Services Portfolio • Lifecycle Services Framework Service Portfolio Product Portfolio

  12. Huawei Service Portfolio Professional Services Enabling Transformation Plan - Design - Implement - Optimize Training & Certification Certification for Partners & Customers Associate – Professional - Expert Technical Services Maintenance SupportStandard - Enhanced - Premier

  13. Programs to Accelerate Your Business Warranty & DOA Quoting & Configuration Support Proof-of-Concept Testing Marketing, Collateral, Tools & Templates Certified Service Partner Program Market Development & Training Funds

  14. Huawei Technical Support Operate & Maintenance Support Levels • Support Options: • Multi-year contract term • Equipment health check • Onsite troubleshooting • Focal support service • Certification Training Delivery Options: Advanced Hardware Replacement Onsite Hardware Replacement Premier Enhanced Standard • Online Support • 24x7 TAC Access • Software Updates • Hardware Replacement • 24x7 4-hour • 9x5 NBD • 9x5 4-hour

  15. Technical Support Delivery Model Huawei R&D Huawei Parts Warehouse Escalation L3 support Huawei Global TAC USA Parts Warehouse Escalation L2 support Parts Consignment Depot US TAC 1-8 77 9 Huawei TAC.us@huawei.com Parts Distribution ... Remote Support Huawei FieldTechnician Certified ServicePartner (CSP) Parts Delivery& Replacement ServiceRequest Onsite Support & Installation Customer

  16. Parts/Depot Distribution in US • 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

  17. Huawei Professional Services • Design • IP network Design • Facility design • Data center design • Planning • Capacity planning • Technology analysis • Architecture planning • Implementation • Equipment installation • Integration • Acceptance test procedure • Optimization • IP network Optimization • TP Optimization • Data Center Optimization

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

  19. Huawei Service Partners

  20. Technical Support Model Customers Partner Huawei HiCare Sold by Huawei or Resold by Partner Delivered by Huawei Huawei CoCare Sold to Partner Huawei Delivers CoCare to Partner Partner Delivers Support to Customer Huawei Platform Sales Tools, Online Support, eLearning, TAC, Tools, Parts

  21. Steps to Becoming a Huawei CSP

  22. Certified Service Partner Requirements Authorized service levels: 5-Star: 24x7 4-hour 4-Star: 9x5 4-hour 3-Star: 9x5 NBD CSP Program

  23. Partner Enablement Initialization Enablement After certification Ongoing Enablement During Certification

  24. Engineer Training & Certification Huawei Certified… CertificationProcess & Exams

  25. Huawei Certified Service Partners

  26. Source Support Services Value Added Partner (VAP) & Certified Service Partner (CSP)

  27. End-to-End Global IT Solutions IT Engineering Services End-to-End Global IT Solutions • The Marriage of: • IT Engineering Services & • Global IT Same Day Support Full IT Life-Cycle Solutions

  28. Keeping Huawei Up & Running & On time! • 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 www.sourcesupport.com

  29. Global Coverage Areas Forward Stocking 240 Locations USA 40 Locations Globally On-site Field Engineers: Every Zip Code USA Over 80 Countries Worldwide FSLs • Same day parts and on-site response grid – USA • NBD Response – All Zip Codes

  30. Huawei & Source Support 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

  31. Huawei & Source Support Huawei & Source Support • 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

  32. Quality Reporting – Quality Product • 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)

  33. Tools for Service Acceleration

  34. Service Resources for Partners

  35. Intelligent Service Tools Enhance customer experience through network intelligence. PARTNER CUSTOMER TOOLS Planning Tools HUAWEI KNOWLEDGE BASE Design Tools Migration Tools Optimization Tools Analysis Tools

  36. Huawei Authorized Service Partners

  37. Essintial Enterprise Solutions Authorized Service Partner (ASP)

  38. Essintial Overview • 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

  39. Huawei Technical Assistance Center 1 877-9 HUAWEI and email: TAC.USA@Huawei.com The Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services. • Essintial TAC Overview • Primary Site Mechanicsburg PA • Secondary Site in Andover MA • Staffed 24x7x365 • Customer web portal for real-time visibility of service event status • Huawei Program • Validation of Support Entitlement • Level 1 Help Desk - Huawei trained agentsLevel 2 & 3 Help Desk in partnership with Huawei • Field Engineer Dispatching • Part Ordering and Dispatching

  40. Huawei Nationwide Warranty Support • 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

  41. Logistics & Inventory Management for Huawei • 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

  42. Nationwide Hardware Installation Services • 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 .

  43. Huawei Services: Next Steps

  44. Key Contacts

  45. Huawei Services

  46. 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.

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