TSANet The Industry Infrastructure for Multivendor Support Dennis Smeltzer President, TSANet, Inc.

TSANet The Industry’s Best Kept Secret? The Industry’s Best Kept Secret? –Established in 1993 as Not-For-Profit / Vendor- Neutral –Over 200 Members Worldwide –Used to Solve Hundreds of Multivendor Problems –Saved Thousands in Sales and Lost Revenue for Members Why isn’t it better known? Why isn’t it better known? –Behind the Scenes Process Customers rarely know TSANet is being used Customers rarely know TSANet is being used Members don’t promote problem solving Members don’t promote problem solving Intranet Links can Provide a Path of Least Resistance but name recognition is not a priority Intranet Links can Provide a Path of Least Resistance but name recognition is not a priority –Call Volumes are low to begin with Last ditch effort … call the other guy for help Last ditch effort … call the other guy for help Easier to Push the Customer off … “especially when I get reviewed based on call closure” Easier to Push the Customer off … “especially when I get reviewed based on call closure” Failure to emphasize processes for TSANet or any other CSAs Failure to emphasize processes for TSANet or any other CSAs

What is TSANet? TSANet is an INFRASTRUCTURE TSANet is an INFRASTRUCTURE –Legal (Industry Standard Language) –Tactical (Simple Database for “everyone” to store process instructions Technical Support Alliance Network Technical Support Alliance Network –Vendor-Neutral –Not-For-Profit –Members Worldwide –Most Major IT Vendors Participate Provides Support Personnel a Mechanism to Collaborate with other Partners Provides Support Personnel a Mechanism to Collaborate with other Partners –Member to Member Portal Via our Intranet or Direct to TSANet Portal Via our Intranet or Direct to TSANet Portal Members Post Process and Escalation Documents for other Members in the TSANet web site Members Post Process and Escalation Documents for other Members in the TSANet web site Contact is typically made via phone or via each members’ posted process Contact is typically made via phone or via each members’ posted process –TSANet is NOT a 3 rd Party -- Contact is made direct between other Partner/Member

TSANet Community Model The TSANet Structure allows members to create two types of relationships The TSANet Structure allows members to create two types of relationships –Open Groups Many to Many type relationship Many to Many type relationship SLAs vary per relationship SLAs vary per relationship –Closed Groups (Customized) Many to Many Many to Many One to Many One to Many One to One One to One

TSANet Model Traditional TSANet Model Many-to-Many Closed Group Option One-to-Many One-to-One

Standard (Classic) TSANet Open Group Relationship Standard TSANet or Classic TSANet Standard TSANet or Classic TSANet –Largest Membership (400 support centers) –Best Effort (No SLA but quick response) –Single Point of Escalation to Program Manager on Site –Member Defines Mutual Customer (e.g. Support Agreement Required, Products Supported, etc.) –Limited Number of Callers have access to Place Calls

Mission Critical Customer (MCC) Common Elements of MCC Common Elements of MCC –Many to Many type relationship –Mutual (End-User) Customer must have 24/7/365 contract with member being called –Members agree to work to Isolation and/or Resolution –Must involve Post Sales Products in the Field –Member can use TSANet as a Vendor-Neutral Escalation Point

Mission Critical Customer (MCC) Open Group Relationship MCC Elements MCC Elements –Requires 24/7/365 –Requires 24/7/365 Escalation –Mutual Customer Must have 24/7/365 Contract Information about what is required to identify customer is located in the database (You will need to get this information from the customer) Information about what is required to identify customer is located in the database (You will need to get this information from the customer) Contact Procedures are posted in the database Contact Procedures are posted in the database –Response Times 2 Hour Response in P-1 (Severe) 2 Hour Response in P-1 (Severe) 4 Hour Response in P-2 4 Hour Response in P-2 Next Day Business Day for P-3 Next Day Business Day for P-3 –Unlimited Callers have access* Must be member of TSANet in a specific Global Region to Place Calls

Customized / Closed Groups Typically utilize the TSANet Standard language Typically utilize the TSANet Standard language Use the TSANet Database / Web site as the single point for storing and updating contact / process documents Use the TSANet Database / Web site as the single point for storing and updating contact / process documents Member’s will “host” the relationship and choose Participants and support elements of the relationship Member’s will “host” the relationship and choose Participants and support elements of the relationship Can be formed as Can be formed as –Many to Many –One to Many –One to One

Globalization Formerly Two Separate Companies Formerly Two Separate Companies –TSANet, Inc. Americas / APAC Americas / APAC –TSANet Europe, Ltd. EMEA EMEA Two Two –Sets of Paperwork –Boards / Leadership –Operations / Pricing Global Company Global Company –One Direction (Mission) Direction (Mission) Leadership (Global Board) Leadership (Global Board) Operations (Global Staff) Operations (Global Staff) Members (Global Input) Members (Global Input)

New Open Group Relationship Objective Objective –Create a “Direct” mechanism for Senior- level Code Engineers to collaborate within the industry.

What is the problem? –Collaboration between high-level engineers happens but typically takes place as a last resort and after days of customer finger-pointing and internal escalations Calls internally must be escalated to the correct level of engineering which is typically not a timely process. Calls internally must be escalated to the correct level of engineering which is typically not a timely process. The mechanism for code de-bugging engineers to collaborate at an Industry level is a behind the scenes process and usually takes the form of a business card relationships. These relationships are vulnerable and not accounted for. The mechanism for code de-bugging engineers to collaborate at an Industry level is a behind the scenes process and usually takes the form of a business card relationships. These relationships are vulnerable and not accounted for. Once high-level engineering is involved, inviting another partner/vendor means starting the problem resolution process all over again. At times, this process is better accomplished by an upset customer who can get a call escalated more rapidly. Once high-level engineering is involved, inviting another partner/vendor means starting the problem resolution process all over again. At times, this process is better accomplished by an upset customer who can get a call escalated more rapidly. –Customer satisfaction can deteriorate rapidly when confronted with the industry’s inability to get their paid suppliers together Customers’ experience the same level of frustration as engineers experience when engagement of like resources at another company takes the course of starting all over again. Thus, finger-pointing can and does occur. Customers’ experience the same level of frustration as engineers experience when engagement of like resources at another company takes the course of starting all over again. Thus, finger-pointing can and does occur. Senior Engineers can move rapidly to resolution once the correct level is engaged increasing customer satisfaction Senior Engineers can move rapidly to resolution once the correct level is engaged increasing customer satisfaction Entitlement is not the issue is most cases. These are high-level paying customers Entitlement is not the issue is most cases. These are high-level paying customers

What will this solve? Establishes a quick, vendor-neutral easy to implement process for engagement of senior-level, code debugging engineers throughout the industry. Establishes a quick, vendor-neutral easy to implement process for engagement of senior-level, code debugging engineers throughout the industry. Establishes criteria Establishes criteria –For the Engineers who use it –When the process should be used Obligates the industry to work on behalf of qualified Mutual Customers but establishes criteria for disengagement should common, mutually agreed principals not be in place Obligates the industry to work on behalf of qualified Mutual Customers but establishes criteria for disengagement should common, mutually agreed principals not be in place Keeps the customer informed but out of the escalation and finger-pointing process between members Keeps the customer informed but out of the escalation and finger-pointing process between members Formalizes the process and establishes an industry standard mechanism already in place Formalizes the process and establishes an industry standard mechanism already in place Implemented at little or no cost for most members Implemented at little or no cost for most members

What are the obstacles / hurdles? Industry Definition of “Terms and Procedures” Industry Definition of “Terms and Procedures” Customer Entitlement Customer Entitlement Who, When and How can someone “Push the Button” Who, When and How can someone “Push the Button” What is the ROI and is it Tangible? What is the ROI and is it Tangible?

Industry Input Needed to define scope Define when the relationship can be invoked Define when the relationship can be invoked –Problem solved by Sr. Level Engineers with access to Code? Define Sr. Level Engineers (Outbound Process) Define Sr. Level Engineers (Outbound Process) –The agreement will allow only “named” qualified engineers to engage Define what is acceptable process for receiving a call (Inbound) Define what is acceptable process for receiving a call (Inbound) –To what level Process or Named Callers Process or Named Callers –Customer Entitlement Engagement Engagement Disengagement Disengagement Certified Platforms Certified Platforms –Response Time Criteria Response Time and Definitions Response Time and Definitions 24/7/365 24/7/365

Short Call Process Example Problem Identified and Escalated Internally Customer Entitled Problem Verified Qualified Engineer Determines Engagement with other vendor necessary Pre-Post Customer Entitlement? Process to Engage? Customer Involvement? Non-Disclosure Necessary? Collaboration Occurs Call Ownership? Who informs who/ when? Call Closure?

Steps to Implementation Obtain interest in moving forward Obtain interest in moving forward –TSANet Global Board Meeting – Complete Obtain interest and commitment of time from industry in pursuing Obtain interest and commitment of time from industry in pursuing Identify Working Group and Initial Participants Identify Working Group and Initial Participants Define Scope of Relationship using Industry Templates and Database (TSANet) Define Scope of Relationship using Industry Templates and Database (TSANet) Management Approval Management Approval Legal Input and Feedback Legal Input and Feedback Process Templates Process Templates Beta Testing Beta Testing Release to Membership and Press Release to Membership and Press