1 © Copyright 2011 EMC Corporation. All rights reserved. Partner Workshop Bulgaria 2012 Siegfried...

1© Copyright 2011 EMC Corporation. All rights reserved.

Partner WorkshopBulgaria 2012

Click icon to add picture

Siegfried Gruber, Klaus Preyer


Agenda

EMC’s Partner Model– Rules of engagement– Contractual obligation– Operational responsibilities– Program requirements


Velocity Services (VS) QuickStartImplement

QuickStartSupport

VSImplement

VSManage

VSSupport

End User Contract

Install/Implement

On-Site Support*

First Call

Dispatch

Call Home

Logistics *

L1

L2

L3

Engineering

EMC EMC / Partner

Partner

*only HW Partner Sub 75K & SMB Commercial & Corporate


Elements of EMC’s Partner SupportEMC’s Partner Support

Technical Support

Remote Support

Spare Part Option


Details on Technical SupportEMC Partner Support

Technical Support– L3 Support (24*7)– EMC escalation support– EMC tool access– EMC self help tools– SW updates / downloads


Details of Remote Support (only available Out of Radius)EMC Partner Support

Dial Home Support– Partner can connect end user systems to EMC supportlab.– EMC monitors dial home from end user systems.– EMC dials into end user system and starts diagnose.– Dispatches partner for on site activities


OverviewSpare Part Solutions

Return to Factory (Part Subscription)– No extra cost during warranty

Spare Part Sharing– Pull fee € 1500 per pull

Spare Part Support

Data Domain– Currently only RTF available


Details to Return to Factory / Part SubscriptionSpare Part Solutions

Return to Factory (Part Subscription)

– Partner invests into Spare Parts

– Returns broken part to factory

– Receives new part within 20 days


Details to Spare Part SharingSpare Part Solutions

Spare Part Sharing– Spare Part Sharing contract needed– Partner invests in parts with higher failure rate (disks)– Partner get access to EMC Spare Part Center– Pays a pull fee of € 1500 per pull– Partner picks part up at SPC


Details to Spare Part SupportSpare Part Solutions

Spare Part Support– Spare Part Support contract needed– Partner orders Spare Part Support– Partner gets access to EMC SPC– Partner picks up part at SPC– FSTP for part handling– Available SPC

▪ Sofia


Details to Spare Part CostSpare Part Information

Recommended Spare Part Lists– Partner Web - https://servicepartners.emc.com/– Spare Part Kit cost

▪ CX480 ~ US$ 16.800▪ VNX 5500 ~ US$ 25.500

– Spar Part Kit Ratio▪ 1 / 10

– Spare Part Kit discount

Spare Part Order– Miscellaneous item in CXP

https://servicepartners.emc.com/


EMC Classic Support

EMC supplies during warranty for HW– Technical support– RTF part support

Spare Part Support– Order via Premium Uplift

Platform Software– Discount depending on Tier level

Post warranty renewal - EMC invoices– HW

— % of MLP for Remote Support— % of MLP for Technical Support— % of MLP for Spare Part Solution

– SW— % of MLP


Remote Support(end user dial home to EMC)

Technical support (24x7 tele, online, firmware code releases)

Parts Support(access EMC parts)

Parts Subscription(contractual agreement / RTF)

NOTE: % of Premium List Price

M-S

PSHW

-001

(SE-

P HW

–A)

M-S

PSHW

-002

(SE-

P HW

-B)

M-S

PDHW

-003

(SD-P

HW

-C)

M-S

PSHW

-003

(SE-

P HW

-C)

M-S

PDHW

-001

(SD-P

HW

-A)

M-S

PDHW

-002

(SD-P

HW

-B)

M-S

PDSW

-001

(SX-

P SW

)M-S

PDSW

-002

(SD-P

SW

+)

TOTAL

EMC Partner Support Options


Velocity Program


Unisphere™

Next Generation Unified StorageOptimized for today’s virtualized IT

VNXe3100 VNX7500VNX5700VNXe3300 VNX5100 VNX5500VNX5300

QS Implement

QS Support.

S75 Products


Velocity *Compliance Overview Adv. Consolidate• 1 ASA• 1 TA• 1 IE per product

BRS • 1 ASA• 1 TA• 1 IE per product

Gover. & Archive• 1 ASA• 1 Pre-Sales• 1 Post-Sales

• # Sales Accreditations• # Velocity System Engineers • $K minimum revenue required

Consolidate• 1 ASA• 1 TA• 1 IE per product

• Signed Reseller Marketing Support Agreement

Affiliate Elite

Affiliate

Authorized

• # Velocity Affiliate Enablement Center – Sales track • # Velocity Affiliate Enablement Center – System Engineer track• $K minimum revenue required **

Premier(1 specialty)

SSCP & Signature

(2 specialties) • # Sales Accreditations

• # Velocity System Engineers • # Specialty Designation (Requirements for Specialty Designations listed above)• Velocity Services Implement compliant• $K minimum revenue required

• # Sales Accreditations• # Velocity System Engineers• # Specialty Designations (Requirements for Specialty Designations listed above)• Velocity Services Implement compliant• $M minimum revenue required• Solution Centre Required for Signature Solution Centre Partners (By invitation only)

SpecialtyDesignation

* Compliance revenue and resource requirements vary by country. Requirements and Benefits documents by country are available on Powerlink in the Velocity Resource Center (http://powerlink.emc.com)** Minimum revenue requirement to maintain Affiliate tier compliance is measured 12 months after attainment of Affiliate tier


Specialties & Requirements


Accreditation and Certification RequirementsVelocity Specialty - Consolidate

Sales Pre-Sales Implement

Advanced Sales Accreditation Workshop

Technology Architect EMCTAVNX Solution Specialist Level

Certification

VNX Solution Specialist Exam Technology Architects E20-545

VNX Design Solution Exam for Technology Architects E20-324

Implementation Engineer VNXSolution Specialist Level Certification

Technology Specific- RecoverPoint Data Replication and Recovery Certification

VNX Solution Specialist Exam for Implementation Engineers

E20-390

E10-001 Information Storage and Management v2 Exam

Post- class assessment test

RecoverPoint Data Replication and Recovery

Exam E22-275

or

RecoverPoint / SE Implementation


Accreditation and Certification RequirementsVelocity Specialty – Advanced Consolidate



Technology Architect EMCTASymmetrix Solution

Specialist Level Certification

Symmetrix Solution Specialist Exam for Technology Architects E20-515

Symmetrix Solution Design Solution Exam for Technology Architects E20-326

Implementation Engineer Symmetrix Solution


Symmetrix Solution Specialist Exam for Implementation

Engineers E20-335




Accreditation and Certification RequirementsVelocity Services – Support

Symmetrix Centera

Platform Engineer EMCPESymmetrix Solution


Symmetrix Specialist Exam for Platform Engineers

3 x E20-616

Platform Engineer EMCPE Centera Solution Specialist

Level Certification

EMC Centera Specialist Exam for Platform Engineers

3 x E20-670


VNX

Platform Engineer EMCPEVNX Solution Specialist Level

Certification

VNX Specialist Exam for Platform Engineers

3 x E20-690


Accreditation and Certification RequirementsVelocity Specialty – Backup Recovery



Technology Architect EMCTABackup Recovery Solution


Backup Recovery SolutionsSpecialist Exam for Technology

Architects E20- 591

Backup Recovery SolutionsDesignExam for Technology

Architects E20- 329

Implementation EngineerBackup RecoveryNetworker Specialist Level Certification

Implementation EngineerBackup RecoveryAvamar Specialist Level Certification

Backup Recovery-Networker Specialist Exam for

Implementation Engineers E20- 593

EMC Data Domain Deduplication, Backup Recovery Exam E20-290


Backup Recovery-Avamar Specialist Exam for Implementation Engineers

E20- 594

E10-001 Information and Management V2 Exam OR E20-005 Backup Recovery Associate Exam


Accreditation and Certification RequirementsVelocity Services – BRS Support

Data Domain AVAMAR Centera

Troubleshooting Assessment TBD

Avamar Specialist Level Certification

AVAMAR Specialist Exam for Storage Administrators

E20-598

Platform Engineer EMCPE Centera Solution Specialist

Level Certification

EMC Centera Specialist Exam for Platform Engineers

3 x E20-670


Data Domain Troubleshooting for Partners TBD

Networker

Networker Specialist Level Certification

NetWorker Specialist Exam for Storage Administrators

E20-597


Training Information


Training

Velocity Specialty Training Catalog– http://powerlink.emc.com/km/live1/en_US/Training/Supporting_Collateral/Ed_Services_Velocity_Training_Catalog.pdf

Partner Education Catalog– EMC Proven Professional Certification– http://education.emc.com/content/_common/docs/training/partner_Catalog.pdf

Information and Registration for Platform Engineer– Training Coordinator: Andrea Lazar

Partner Web– Learning path information

http://powerlink.emc.com/km/live1/en_US/Training/Supporting_Collateral/Ed_Services_Velocity_Training_Catalog.pdf

http://powerlink.emc.com/km/live1/en_US/Training/Supporting_Collateral/Ed_Services_Velocity_Training_Catalog.pdf

http://education.emc.com/content/_common/docs/training/partner_Catalog.pdf


How to see my training account• Access Education Services page

• http://edu.corp.emc.com/gs/certification/default.aspx

• Click „Enrollment / Transcript“ in My Account• See list of trainings according to selected Status

http://edu.corp.emc.com/gs/certification/default.aspx

http://edu.corp.emc.com/gs/certification/default.aspx


Velocity Compliance


Velocity Program Compliancy

The Velocity Services Scorecard released within PRM

The VS Score Card hosts all relevant information of Service Enablement (VSI, VSS, QSI, QSS)

– Deployed status, Certification status, ...

Certification Compliancy Rules built into PRM

The VS Score Card is visible for Partners through Partner Central

The VS Score Card in PRM will drive the VSS deployment letter

Velocity Services Support Deployment Letter– Enables Partner to deliver support for specific EMC products


Rules & ExceptionsTo recognize challenges for Partners become VSS compliant …

N-2 certifications

2 Support Resources in special situations

Exceptions valid until end of 2012– next review in November 2012

2013 VSS Deployment Letter only for compliant Partner


Velocity Services Score Card Visible for Partners

Shows certification status

Shows deployment status

Contains QSI, QSS, VSI, VSS, VSM


… DRAFT …


VNXe QSS


QuickStartImplement

QuickStartSupport

VSImplement

VSManage

VSSupport

End User Contract

Install/Implement

On-Site Support*

First Call

Dispatch

Call Home

Logistics *

L1

L2

L3

Engineering

EMC EMC / Partner Partner

*only HW Partner Sub 75K & SMB Commercial & Corporate


Unisphere™

Next Generation Unified StorageOptimized for today’s virtualized IT

VNXe3100 VNX7500VNX5700VNXe3300 VNX5100 VNX5500VNX5300

QS Implement

QS Support.

S75 Products


Service Enablement in 4 Simple Steps

1. Apply to become an Authorized Reseller or Velocity Solution Provider partner

2. Complete Sales and SE training via the VAEC

3. Sign the QuickStart Services Implement and Support contracts

4. Complete the Implement and support training via the VAEC

QuickStart Services Implement Training: 12.5 Hrs

QuickStart Services Support Training: 17.5 Hrs*

(* 12.5 Hrs of Implement training is included)

http://powerlink.emc.com/km/appmanager/km/secureDesktop?_nfpb=true&_pageLabel=image7b&internalId=0b014066805aa51c&_irrt=true


VNXe Module TestsImplement• VNXe Base Implement

• VNXe Total Protection

• VNXe Total Value

Support• VNXe Base Support

• VNXe Total Protection

• VNXe Total Value


VNXe Warranty Comparison

Warranty3100 VNXe EMC Basic

3300 VNXeEMC Enhanced

VNXe Support Partner

Hardware

Term 3 Years 3 Years 3 Years

Replacement PartsNext Business Day Delivery,

Advanced ExchangeNext Business Day Delivery,

Advanced ExchangeNext Business Day

Delivery, Advanced Exchange*

HW Remote Support 5x9 7x24Partner: L1/L2

EMC: L3 to partner 24x7

On Site Support NoneNext Business Day (for non-CRU only)

Delivered by Partner

Optional Buy-Ups Enhanced, Premium PremiumPurchase Spare Parts

3 yr RTF

Software

SW Warranty 90 days media only 90 days media only 90 days media only

SW Remote Support EMC EMCPartner: L1/L2 .

EMC: 24x7 Support: code updates

EMC SW Maintenance Options(required from “day 1” for code updates and tech support)

Basic, Enhanced, Premium Enhanced, Premium S-Partner SW Support

* within EMCs logistic Network


QuickStart Services Deployment Letters


VNXe Summary

Tier 1 Partner need to sign a contract

Extra discount only after all requirements are fulfilled.

Discount 3% on list price for warranty period

All training modules available on Power Link

Training for free

In Network NBD spare part support through DHL


Partner Quality


Why do Vendors control Partners Support QualityPartner Quality Project

Ensure high Support Quality

Continuously enhance Partner Quality

Sustain Customer Satisfaction



A new Quality Control Methodology

Based on data

Continuously measured not only once a year

Apply it for all existing servicing partner types

Establish a scalable solution


Key Performance Indicators

GCS Remote

Proactive

Financial

Knowledge


Currently implemented KPIs

FCO implementation

MSA number usage

Certification

Install base

Compliancy status


FCO Overview KING ICT Croatia SDPTask Owner Name KING ICT Croatia SDP <- select your partner here

Quarter Sr Master Status Code under 30 30-60 60-90 over 90Q4-2010 CLOSED 2 1

OPEN 2Q1-2011 CLOSED 2 2 1Q2-2011 CLOSED 3 2Q3-2011 CLOSED 3 2

OPEN 8Q4-2011 CLOSED 2 3 4 2

OPEN 1Grand Total 21 11 4 4

CLOSED OPEN CLOSED CLOSED CLOSED OPEN CLOSED OPENQ4-2010 Q1-2011 Q2-2011 Q3-2011 Q4-2011

0

2

4

6

8

10

12

FCO Overview Q4-2010 to Q4-2011

under 30 30-60 60-90 over 90


Q1-2011 Q2-2011 Q3-2011 Q4-20110

1

2

3

4

5

Correct MSA# Usage

no

This calculation only contains orders with the flags "EMC to Install" and "EMC to Maintain"

set to "No"

Partner KING<- select your partner

here

Count of Quote Number MSA# known?

Quarter no Grand Total

Q1-2011 2 2

Q2-2011 2 2

Q3-2011 5 5

Q4-2011 5 5

Grand Total 14 14

MSA Number Usage


Partner Quality Cycle

Monitor KPIs

Assess Operation

Balance in Scorecard

Quality Feedback


Partner Communities


E-Services Webcast

Available since November 2011

Very high participation rate

Available every 2 weeks


ContentsE-Services

Benefits to you as a Partner of Powerlink

Knowledgebase search

Live Chat Support.

Product pages

Product Forums

Software downloads and licensing

Case and account Management.

Partner Web

Product & Diagnostics Tools


Champions Call

Live meeting webcast for Compliant VSS partner

Calls delivered by EMC product SME‘s

Best practices troubleshooting and case studies

Performance troubleshooting

Feedback and Q&A

Training recommendations

Tools available to use wen diagnose product issues


Services Partner eXchange (SPeX) Online Community On The EMC Community Network (ECN)

– Services Partners– EMC Global Services Employees

Online Resource– Enablement Resources– Subject Matter Professionals

▪ Opinions▪ Frequently Asked Questions (FAQ)

– Business Solutions– Keyword Search references

Register at:– https://developer-content.emc.com/login/login.asp


Services Partner eXchange (SPeX)Continued Pre-Launch Demonstration At EMEA Partner Conference In Vienna, 3-5 of October 2011

– Resulted In Many SPeX Memberships

Top Viewed SPeX Content– EMEA Velocity Service Partner Conference 2011 Kickoff– QuickStart Services – Partner Guides– QuickStart Services Frequently Asked Questions (FAQ)– Champions Program– Velocity Services: Training

SPeX Highlights (Promotion)– Monthly Updates Sent To EMC Global GSP Distribution List– Includes Top Participants, Featured Content, Metrics, Etc.

Velocity Connection Newsletter (Promotion)– SPeX Message Included In Each Monthly Edition


Work with EMC


Work with EMC

Work with EMC – Product order in CXP

▪ MSA number▪ Spare Part order

– System registration▪ PNT – what is required

– Data base cleanup– Escalation procedure

▪ When & to whom▪ EMC Online Support

– Tier 2 partner setup– Tools and information


Master Agreement Number definitionThe Master Agreement Number (MSA#) is:

• An unique number assigned to Velocity Service Partner• Define the type of Service the partner is entitle to deliver• Define the Support Level obligation of EMC versus the partner

If Correctly entered at time of Order:• Enable EMC Global Service to correctly flag all products supported

by our Velocity Partner.• Help EMC Global Services to entitle the Velocity Partner with the

correct Service Level.


If the MSA# is correctly entered at time of order it will set the following fields and flags:

All Servicing Partners• Set the Support Contract to the appropriate L3 service

item– Technical Support– Remote support– Part Subscription– Etc.

• Set “Service Provider” equal to Partner Name

Master Agreement Number fields setting


Bulgarian Partner MSA Numbers

S&T

Global Consulting

Solytron

CNSYS

Mnemonica

ATOS


Spare Part order

Get spare part kit definition from Service Partner Web

Create Excel File with Selected Part

Open Empty Chart and attach File with Spare parts in channel express

Local Sales will drive Price escalation and initiate discount normal Value would be 60% of List price


PNTPartner Notification Tool


PNT Tool IssuesSystem registration

Incorrect Partner Relation– Needs to be SD- Partner to ensure correct PDR

Missing Connection records– Should be treated with high Care as it saves time in break

fix situations ( passwords..... )

Customer details and contacts– Should be complete and correct


WHY PNT ?

PNT is a tool that partners can utilze for:

– Create NEW SITE ID ( Party Number )

– Record into EMC DB ALL new EMC products;

– Record ALL upgrades completed;

– Record each type of remote connection installed;


WHY PNT ?

Advantages from PNT utilization:

– TTR, EMC knows where HW is installed;

– Remote connection DECLARED, so EMC support knows IF & HOW

can connect into the box;

– HIGH CSAT and TCE = $$$


WHERE is PNT ? 1/3


Where is PNT ? 2/3


Where is PNT ? 3/3


PNT !!!!


PNT ToolSystem registration


PNT (Example of Site ID CREATION 3/3 )

- 69

Survey Customer Contact

Alternative Customer Contact

Customer technical contact


PNT HYSTORY e TRAINING

Partner can view their “Open” or “Closed”

activities by clicking on “My PNT History”

Training for PNT available for partners


PNT OFFLINE FORMS 1/2


PNT OFFLINE FORMS 2/2


PNT User Confirmation

1b1c

Confirm is emailed: To: CS HelpDesk To: Partner User CC: ITALY_ASR


Common IssuesData base cleanup

System shown in DB as Shipped not installed– Common with SW and Upgrades

PDR not set ( Primary Dispatch resource)– Missing MSA number at order– Worng Partner Relation set with PNT ( SD- Partner)

Connection Records not set

Missing Code Information

Missing contact informations

Multiple Sites in system for one customer


EMC SUPPORT

& ESCALATION


Whom and WhenEscalation procedure and rules

Partner is reponsible to drive escalation ( level 1,2 involved and Management attention)

Sev 1 Cases should be escalated to EMC Service Manager latest after 2 h during office hour or Duty Manager out of office hours

– Escalation should have some prework done▪ Open SR ▪ Clear Problem Descritpion▪ Contact people from local Team and Lab if available▪ Customer impact Server effected, Application and User effected if DU how long if DL how much

data and if Back up available

Sev 2 cases within Same day if no solution available


EMC ONLINE SUPPORT

https://support.emc.com

https://support.emc.com/


EMC Online Support

Product and task-focused navigation: Allows you to quickly and easily find the information or feature you are looking for

New search engine infrastructure: Delivers high performance, scalability, and best-of-breed search features including dynamic and faceted search

Personalization features: Define the products and tasks you are most interested in to get quick and easy access to appropriate features and information

EMC Support Community Forums: Integrated access to and search of the forums, makes your self-service experience more social

FAST + PERSONAL + SOCIAL


Home Page

From the main navigation, you have quick access to the 5 primary support areas

Use “My Tasks” to configure your home page with the resources you need to complete common tasks

From the right-rail on most pages, you get one-click access to key support tools and resources


Support by Product

Your one-stop-shop for all you need to know about support for a given product

The most recent available information is dynamically presented

From the “Support by Product” tab you can:– Search for a product, or – Select from “My Products” or

“Recently Visited Products” to quickly access product specific Search, Downloads, Content and Technical Advisories


Support by ProductOnce the product page is displayed for the selected product:

Click the “Add to my products” link to add the given product to your “My Products” list displayed on the “Support by Product” and “Downloads” tabs

Access key resources on this page:– Training and How-To Videos– Advisories – Support Topics– Discussions on the Support

Community Forum for the selected product


Downloads

Lets you manage your software products and entitlements online

From the “Downloads” tab you can:– Search for a product, or – Select from “My Products” or

“Recently Visited Products” to quickly access product specific downloads


From the Community tab, you have integrated Search of and access to the EMC Support Community Forums

Use the Support Forums in the EMC Support Community to post and answer questions, collaborate, follow topics, and share real world experiences

From here you can also quickly get to other EMC communities

Community


Use “Service Center” as your home base for managing your EMC Support, including:– Tasks for product registration

and license management– Service request creation and

management, including launching a Live Chat session, and

– Site administration

• You get quick and holistic access to site-wide SR history as well as contract information including status of warranty and support coverage

• For those familiar with the My Support feature on Powerlink, the “View and manage service requests” link, replaces that feature

Service Center

1

1


Online Support Search is a unified, support-focused and tuned search

You can scope your search by:– typing in a product,

and/or– selecting a specific

resource such as Knowledgebase, Documentation, Forums and Downloads

Search


The most relevant results are displayed based on the selection criteria

Improved display features let you find what you need faster

For example, faceted results display lets you easily refine or expand your search

Hover over an icon in the result list for its definition

Search


Live Chat is the preferred channel to initiate service requests of any severity including part order related questions

Interacting through Live Chat has been proven to significantly improve time to resolution for EMC Customer issues

Provides quick and directaccess to subject area experts without first logging a service request

Eliminates telephone hold times and waiting for a call back

Live Chat


Multilingual Support

Localization of the Online Support experience is an ongoing process– Multilingual support is provided for Support

by Product, Downloads and Live Chat – Partial multilingual support is provided for

Service Center and the Community tab– Support content continues to be localized

for all products on an ongoing basis


License Support


Click on link “Get and Manage Licenses”

Select a product family from the list to launch the corresponding license management application.

Get and Manage Licenses


Any problems with license, an SR is needed to be opened or CHAT session.

For license request – use “Technical Problem”

Enter Site ID for the order

Select Product from list

Summary: Enter details of order/license request, provide SO #, node locking ID if known, etc.

If selected Online Web Support – then all communication is done through Powerlink Web/SR only.

If escalation is needed please call EMC Licensing Hotline: +353 (0)21 487 9862, or email [email protected]

How to create an SR for a license request issue?

mailto:[email protected]


Get Started with Online Support

Current Powerlink users already have access to the new Online Support site with their existing login credentials

If a new user, go to http://support.emc.com to register for EMC Online Support today1. Click “Register Now”2. Follow the online registration steps, making sure to fill in all

required fields including your business email address3. Once your registration is processed, you will receive an email

confirming access and providing additional information regarding completion of your registration and initial login

http://support.emc.com/


Spare part SLO


Spare part SLOGeneral Description:EMC holds local spare in mentioned local Spare part center to support 24X7 access for Service partner who sold EMC product in Bulgaria and include EMC premium support option.To ensure coverage EMC runs regular Installed Base reports and automatically updates local Stock in Sofia.The Service level objective is depending on the sold Service level as outlined in below table


Spare part SLO

In case local spare part should not be available at the EMC Spare part Center EMC will depending on the situation and severity provide the part from any nearby Spare part Center or send it from Central HUB in Cork. ( see below table of possible delivery methods)

•Local•Part positioned to be 4 hours from the installed base •Regional•Part positioned to be 24 hours from the installed base •Distribution Centre •Part positioned to be 48 hours from the installed base


Spare part SLO·The related Service delivery options for this SLO are outlined as below

·Emergency Delivery ASAP response

Dedicated DeliveryTracked by Call Centre

·Scheduled (ES) Delivery at a predetermined time and place in office hours only !

Dedicated Delivery

·Network Delivery (WE) Delivery in “The Big Red / Yellow Van”

Delivery by Close of business per the service offering any time between NBD 08:00- 17:00 o’clock

·Network Time Definite Delivery Pre 09:00 (WT)

Pre 12:00 (WK)



Thank you!

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