Nokia Enterprise Solutions 7x24 Roadmap

1. Nokia Enterprise Solutions7x24 Roadmap Sean McPartlinManager, Nokia Enterprise Solutions TAC Las Vegas – 2005

2. Topics • Personal Background • Nokia Enterprise Solutions (NES) Overview • Current NES Support Model • Opportunity And Growth • 7x24 Considerations

3. Personal Background • 20 years in high tech • 5 years building and managing technical support/professional services departments • 2 years with Nokia Enterprise Solutions • Formerly Nokia Internet Communications • Contact Information: • sean.mcpartlin@nokia.com

4. Nokia Enterprise Solutions (NES) Overview

5. Vision Nokia Enterprise Solutions Work goes mobile ! Unleash enterprise productivity and deliver superior end-to-end experience Mission Become the trusted expert and leading technology provider of mobility for enterprises Strategic Intent

6. Email Servers File & Application Servers Calendar & Scheduling Employee Directory Authentication Servers End to End Solutions Over variety of networks With these Solutions To access These Connecting people in different locations Corporate Infrastructure IT Assets On campus Device Management Security Content WLAN DSL Cable Private Line Internet GSM HSCSD GPRS EDGE WLAN From any device Off campus

7. Enterprise Mobility Building Blocks Voice Email & PIM Applications Content Systems Integration ES Service & Support Mobile Infra- Structure Life Cycle Mgmt Middleware Mobile Device Hardware & Software Security & Mobile Connectivity Access Networks

8. Current NES Support Model

9. Customer Base • Reseller Essential Support • Provide a core of support around which the Reseller adds value • Resellers always provide the first level technical assistance through their own support center to their end users. • Enterprise Access Support • Where the customer wishes to have direct contact with Nokia, these End-Customer Service Packages can be offered • Software Subscriptions • NES Applications • 3rd Party Applications • Global Installation Services

10. Support Facts • Typical Technical Case Type: • Production issues affecting customer revenue - $$$ • Upgrade/implementation • 3rd party integration • Vulnerabilities/attack • Hardware replacement • Support Engineers Training/Skill Requirements: • Underlying network/security technology • Knowledge of various operating systems • Device fundamentals • 3rd party applications • Soft skills focus • Call And Case Times: • Average talk time can vary from 5 min to 4 hours • Average: 11 minutes • Resolution times can range from minutes to weeks • Customer implementation window

11. Global Support Infrastructure • Field Service provides 4 hour or next • Business day hardware services: • Hardware Replacement • Installation Services • Global Service • TAC coordinates and assists • Technical Assistance Centers (TAC): Level-1 and Level-2 centers operating in a follow-the-sun model • Level-1: Canada and India • Level-2: Canada, UK, Singapore • Local Centers: China and Japan • First Call Final Resolution • Available 365x24x7 • Product Line Support (PLS): Escalations teams located with product engineering • USA (CA, MA, PA) • Finland • India • Interface with Engineering • Interface with Partners • Same Business DayShippingglobally & Next Business Delivery in: • All US locations • Singapore • All EU countries • Other countries – subject to customs

12. Website Features • Knowledge Base • No call is closed without a Resolution • Available for Self-Help • Technical Bulletins & FAQs • Add/View Cases and RMAs • Raise Cases Electronically • Track Open Cases/RMAs • Software and Documentation Downloads • Latest/Archive versions of IPSO • Latest Documentation • Update Profile and setpersonalization • View Latest Support Offerings • Service Contract Centre for maintaining service agreements • Only for Resellers and Distributors

13. Review • 3 Technical Assistance Centre’s (TAC) worldwide • Americas, EMEA, APAC • Follow The Sun model • Single phone number in each region redirects to active TAC • Handover calls (case) • Duty Supervisor coverage • Americas TAC staff 7x24 • Disaster recovery and call overflow • Product Line Support provides interface to engineering 7x24 for high priority cases • DHL and Unisys used to provide global hardware services • From advanced replacement to 2 hour on site engineer • Complex Issues Impacting Customer Revenue

14. Opportunity And Growth

15. Opportunities • Customers requesting more personalized service • Expanded support offerings and products (Mobility) • More separation of Level-1 and Level-2 services from a delivery view • Optimize resources at each level • Customers expectations have grown • Expect flawless service delivery • Remove risks from current support model • Improved disaster recovery • Continue multi-site model for added flexibility • Partner network will grow • Both from service delivery and products supported

16. Requirements • Upgraded/Expanded PBX • Global support for and integration with other sites • Global transparency of calling queues • Remote agent access • Improved redundancy • Second 7x24 Level-1 organizations • Key to disaster recovery • Provide level-1 services in regions covered with added flexibility of overflow • Coordinates all hardware services • Process and technical training/certification • Mobility and core solutions • New Case routing process and guidelines • See related slide

17. Product Based Self Help Web Based Self Help Engineering: Multi-Site and Multi-Vendor New Nokia Support Model Global TAC Field Service Hardware Replacement 2 - L1 TAC Follow-the-Sun Global TAC 3 - L2 TAC Follow-the-Sun Transactions Decrease Escalation Path Product Line Support Reactive Services Proactive Services

18. TAC Case Processing Enhancements Enterprise IT “Premium Access” “Essential” “Essential” Access • Fast track - Routing directly to 2nd level TAC engineer • Provided to resellers based on their business volume & performance • Entitlement rules defined by reseller program • WEB cases first, Phone cases later Reseller TAC “Extended ES 1st level TAC” • Enhanced Call Routing – Speed & priority through 1st level TAC • Provided as a component of the Premium Access support offering • Premium Access could be a pre-requisite for TAM • Phone as well as WEB cases “Fast Track” with Essential Essential ES 1st Level TAC ES 2nd and 3rd Level TAC

19. Benefits • Redundancy/failover for L1 PBX globally • Highly available 7*24*365 organization • Resource optimization • Improvements to hardware service delivery • Multi-site allows for flexibility • Holiday, regional volume variances, product knowledge • Improved customer satisfaction!

20. 7x24 Considerations

21. 7x24 Considerations • Organization • Long-term goals • The plan/expansion • Long-term commitment ($$$) • Legal • Exit option • Contract updates and renewals • General Liability • Marketing • Customer impact analysis • Market trends and costs • 7x24 vs. legacy support programs pricing • Considerations: Incentives and cannibalization • Sales • Alignment and understanding costs • Aggressive service promotion

22. 7x24 Considerations • Finance • Profit center vs. cost center $$$ • Development/Manufacturing • 7x24 Service level agreement (SLA) • Logistics • 3rd party pricing considerations and involvement • Access/Security • Local laws for staffing • Building access off hours/secure access systems • Systems And Reporting • IT SLA – Off hour support and systems availability • Call Overflow/Failover – Call routing • Statistical Analysis – Skewed between core hours and off-hours • Procedures Development – Case handover, page outs, etc….

23. 7x24 Considerations Procedures And Documentation • Case Handover • Process outlining transitioning and monitoring of cases • Entitlement (Off-Hour) • Steps taken when a customer calls in without support • Sales involvement • Return And Repair (Off-Hour) • Outline delays or issues associated with off-hour replacement • Management Availability • Page outs • Development/Manufacturing Contact (Off-Hours) • Page-outs • Accessibility