1 © NOKIA 2004 Nokia Enterprise Solutions 7x24 Roadmap Sean McPartlin Manager, Nokia Enterprise Solutions TAC Las Vegas – 2005

2 © NOKIA 2004 Topics Personal Background Nokia Enterprise Solutions (NES) Overview Current NES Support Model Opportunity And Growth 7x24 Considerations

3 © NOKIA 2004 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:

4 © NOKIA 2004 Nokia Enterprise Solutions (NES) Overview

5 © NOKIA 2004 Vision Mission Strategic Intent Unleash enterprise productivity and deliver superior end-to-end experience Unleash enterprise productivity and deliver superior end-to-end experience Work goes mobile ! Become the trusted expert and leading technology provider of mobility for enterprises Nokia Enterprise Solutions

6 © NOKIA 2004 End to End Solutions File & Application Servers Employee Directory Calendar & Scheduling Servers Authentication Servers DSL Cable Private Line Internet GSM HSCSD GPRS EDGE WLAN Off campus From any device Connecting people in different locations Over variety of networks With these Solutions To access These Corporate Infrastructure IT Assets On campus DeviceManagementSecurityContent

7 © NOKIA 2004 Enterprise Mobility Building Blocks Systems Integration ES Service & Support Mobile Infra- Structure Life Cycle Mgmt Access Networks Security & Mobile Connectivity Mobile Device Hardware & Software Middleware Voice & PIM Applications Content

8 © NOKIA 2004 Current NES Support Model

9 © NOKIA 2004 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 © NOKIA 2004 Support Facts Typical Technical Case Type: Production issues affecting customer revenue - $$$ Upgrade/implementation 3 rd party integration Vulnerabilities/attack Hardware replacement Support Engineers Training/Skill Requirements: Underlying network/security technology Knowledge of various operating systems Device fundamentals 3 rd 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 © NOKIA 2004 Global Support Infrastructure Same Business Day Shipping globally & Next Business Delivery in: All US locations Singapore All EU countries Other countries – subject to customs 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 Field Service provides 4 hour or next Business day hardware services: Hardware Replacement Installation Services Global Service TAC coordinates and assists

12 © NOKIA 2004 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 set personalization View Latest Support Offerings Service Contract Centre for maintaining service agreements Only for Resellers and Distributors

13 © NOKIA 2004 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 © NOKIA 2004 Opportunity And Growth

15 © NOKIA 2004 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 © NOKIA 2004 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 © NOKIA 2004 New Nokia Support Model Product Based Self Help Web Based Self Help Product Line Support Reactive Services Proactive Services Engineering: Multi-Site and Multi-Vendor Escalation Path Hardware Replacement Field Service Global TAC 3 - L2 TAC Follow-the-Sun Transactions Decrease Global TAC 2 - L1 TAC Follow-the-Sun

18 © NOKIA 2004 TAC Case Processing Enhancements Fast track - Routing directly to 2 nd level TAC engineer Provided to resellers based on their business volume & performance Entitlement rules defined by reseller program WEB cases first, Phone cases later Enhanced Call Routing – Speed & priority through 1 st 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 Enterprise IT Reseller TAC ES 1 st Level TAC ES 2nd and 3rd Level TAC “Extended ES 1 st level TAC” Essential “Essential” “Fast Track” with Essential Acces s “Premium Access” “Essential”

19 © NOKIA 2004 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 © NOKIA x24 Considerations

21 © NOKIA x24 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 © NOKIA x24 Considerations Finance Profit center vs. cost center $$$ Development/Manufacturing 7x24 Service level agreement (SLA) Logistics 3 rd 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 © NOKIA x24 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