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Support Services EMEA current offer (Nov/2011)

Support Services EMEA current offer (Nov/2011) . BAP Concept for value solutions. 3 services levels to choose according to Customers needs. «  MINIMUM  » service level not for critical applications without big impact on the main activity.

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Support Services EMEA current offer (Nov/2011)

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  1. Support Services EMEA current offer (Nov/2011)

  2. BAP Concept for value solutions 3 services levels to choose according to Customers needs • « MINIMUM » service level not for critical applications without big impact on the main activity. • « IDEAL » service level for standard activity providing the optimal availability of the applications. • « HIGH » service level . The « top » of NEC for critical applications.

  3. Customer Call Trouble Escalation Trouble Escalation Onsite Request Onsite Request Onsite Request Arrange Parts Working Report Working instructions Basic HW Support APX partner NEC-J (ask) Customer NECF L3 support Center of Expertise Call Center 1st level Engineer Vender SLX database Logistics System Field Coordinator SE

  4. Timely Escalation Customer Call HW & Solution Support Trouble Escalation Auto Report Remote Diagnostics & Monitoring Onsite Request Arrange Parts Working Report Working instructions Parts Business Critical HW Support NEC-J (ask) NECF L3 support Center of Expertise Customer Alert Vender SLX database APX partner Logistics System FE

  5. HW Support Accessibility Direct Service Mode : - Available in FR, UK, NL, DE, IT, SP, BE, GR • Business Days, 9AM to 6PM (local times) or 24x7. • Contacts : http://www.nec-itplatform.com/-Support-Technical-Contacts-.html Indirect Service Mode : Country dependant. Consult local partners

  6. Customer Call Support Updates License info Transfer Customer Call Partner Call Customer Call PPSupport Customer ID Support Updates License info Support Updates License info Software Support License Database Call Center Level 1 Customer Direct Service Partner (APX) Customer Welcome No trouble shooting NEC France ITPS L2/3 support Center of Expertise Software Call Center Level 1 Trouble Escalation Indirect Service Partner or Authorized Maintenance Reseller NEC-J (Ask Team) NEC India (EC) Customer Welcome No trouble shooting

  7. Software : license & PPSupportPack deliverables • End-user will receive by e-mail from Reseller : • License : • Software activation key • - Software EULA (End-User License Agreement) • PPSupportPack : • Customer ID card • - Software support terms and conditions (Generic) • - Software Support details (specific to each software) Physical medias (CD/DVD) : will be deliver if they are included in software order Software PO + Customer information Software PO + Customer information NEC France End-user NEC Reseller

  8. Software - PPSupportPack : end-user deliverables (1/2) Customer ID card User support ID to be used when calling NEC Support team) Term of Support period

  9. Software - PPSupportPack : end-user deliverables (2/2) Software support terms and conditions (Generic) Software Support details (specific to each software)

  10. Software Support Accessibility : Direct Service Mode : - Available in FR, UK, NL, DE, IT, SP, BE, GR • Business Days, 9AM to 6PM (local times) * • Contacts : http://www.nec-itplatform.com/-Support-Technical-Contacts-.html Indirect Service Mode : Country dependant. Consult local partners * : 24x7 SW support under study for Q1 CY2012

  11. SoftwareSupport Accessibility : contacts details • Contacts : http://www.nec-itplatform.com/-Support-Technical-Contacts-.html

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