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Alcatel Support Services

5.0. Alcatel Support Services. SMB Solution Marketing 2006. Smart OPERATIONS. Services : Agenda. Why to promote Services ? / Key Benefits Services Offer: SMS SES SEA Pricing Structure FAQs. Smart OPERATIONS. Alcatel Service Support: Full Set of Service Offer. S.E.A. S.E.S. S.M.S.

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Alcatel Support Services

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  1. 5.0 Alcatel Support Services SMB Solution Marketing 2006

  2. Smart OPERATIONS Services : Agenda • Why to promote Services ? / Key Benefits • Services Offer: • SMS • SES • SEA • Pricing Structure • FAQs

  3. Smart OPERATIONS Alcatel Service Support: Full Set of Service Offer S.E.A S.E.S S.M.S Software Maintenance Services Software Evolution Services System Evolution Assurance

  4. Smart OPERATIONS Did You Know ? 80%of Customers say Customer Service representatives have a significant or major influence on their opinion of a company

  5. Smart OPERATIONS Business Partners’ Expectations • Enhance/Broaden Service Offer Portfolio • Scale Up Recurrent Revenues from their Installed Base • Safeguard Installed Base asset through Proactive Maintenance

  6. Smart OPERATIONS End-Customers Expectations • Assurance of the Manufacturer Support • Software Support and Updates Predictable OPEX • Flexibility to meet Business Challenges with always up to date Communications Infrastructure and Applications

  7. Smart OPERATIONS Service Offer Evolution (reminder) SMS/SES • Service “Fees”: • One shot. • Access to Technical Support (during Limited Period = Software Life Cycle) • SEA “V1”: • Fix Duration, eg 3 YEARS • Only Renewable by 3YEARS period • Flat Fees Pricing independent from System Value • Order Process Manually • Technical Support limited to “ACSE” population • One Free Hardware Upgrade during the contract. SEA V2

  8. Smart OPERATIONS Software Support Services :Multiple Support Offerings • SoftwareMaintenance Service: S.M.S. • Alcatel Technical Support • Software corrections and maintenance releases • Mandatory the first year • Include automatically by ACTIS • Renewal as « Option » of Service limited to Software Lifecycle. • SoftwareEvolution Service: S.E.S • SMS • Free access to all Major (ex R5.0) and Minor Releases • SystemEvolution Assurance: S.E.A (V2) • SES + Free “Hardware” Upgrade Kits: As many as necessary • Minimum 3 Years, yearly renewable afterwards Optionnal

  9. Smart OPERATIONS Software Support Service Charges Model • Charges calculated automaticallly by ACTIS & Based on: • WPL of Software items (CC30, CC12) • A “Service Index” per Communication Suite (First, Business, Executive, Guest) & Best Sellers Packs (AA38). • Apply the Service Discount category NN01 based on basic discount + performance discount • Annual Fees Figures • SMS: 6 % on: Service Index & WPL all SWL / NN01 • SES: 12 % on: Service Index & WPL all SWL / NN01 • SEA: 12 % on Service Index & WPL all SWL / NN01 • Plus 200 € for Hardware Assurance NEW

  10. WPL Advanced Unit 2 1 100 - Voice boards 2 550 - Data Infrastructure 360 - OmniPCX Office licenses 2 330 4 770 Business Medium Software pack 440 2880 Voice mail up to 4 hours 400 400 Easy Contact Office 890 890 Mixed board software license opening T0 600 600 9 series terminals 6 160 - Smart OPERATIONS Sample Configuration - OmniPCX Office Service Index Example with OmniPCX Office Configuration with 4T0 28 Alcatel 9 series 8 analogues ports 4 hours voice mail Easy contact 0.66€per user per month TOTAL12 500€4 770€ 1.33€per user per month SOFTWARE MAINTENANCE SERVICE (6%) WPL 286.20€ SOFTWARE EVOLUTION SERVICE (12%) WPL 572.40€ 1.79€per user per month SYSTEM EVOLUTION ASSURANCE (200€ + 12%) WPL 772.40€

  11. Smart OPERATIONS F.A.Qs • For additional, complementary information: • Connect to BPWS • Home > Our Offer > Services > Support Services > SMS_FAQ_EN_ed1.pdf

  12. www.alcatel.com

  13. SEA V1 By Pass ORDERING • The “SEA” that is shown directly in the ACTIS screen is the SEA v2 with the new pricing structure. • SEA v2 is only available with the new ABPP. • For SEA v1 with a fixed pricing structure is still available. SEA v1 remains orderable as before as an add-on in eBuy. • Nevertheless,The ACTIS administrator has access to a flag that they can set to say that they are now working in the new service structure. This flag is "Software Support Services Contract" • So if you set in your ACTIS this flag, then you can quote all the new services, SMS/SES/SEA, with the new pricing structure.

  14. Live Period Service Fees vs SMS&SES: The Essential Year1 Year2 Year3 1/DR4=T0 Maintenance / Active Support=18 months Hot Line, No Bug Fixing=18 months SMS/SES:Fix duration=13 months PO Service Fees

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