1. Dell ProSupport: Networking support capabilities update
Sales training

2. Training objectives
The purpose of this training is to provide an overview of the networking support capabilities and structure within the Dell ProSupport model.
Additionally, this will align the scope of Dell ProSupport to industry leaders for networking support.
By the end of this training session, you should walk away knowing you can:
Discuss networking support needs, and why Dell
Understand ProSupport for the networking environment and distinguish its differences with competitors
Sources:
Competitive research on Cisco / HP / Juniper / Brocade
IDC Analyst with 20+ years of networking experience on HP / Cisco / Juniper support contracts
Force 10 Support Team
Current 3rd party relationships (Aruba / Brocade
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3. Support Services portfolio Networking support
Hardware Support
Basic Service
Dell ProSupport
Multivendor Hardware Support
Mission Critical
Specialized Onsite Services
Protection Services
Accidental Damage
Extended Battery Service
Keep Your Hard Drive
Certified Data Destruction
Hard Drive Data Recovery
Software Support
Dell ProSupport
Software subscription offers and support
Advisory Services
IT Advisory Services
Remote Advisory Services
Proactive Maintenance
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4. Dell ProSupport - Networking support
Expert support to help manage the complexities of integrating new networking technology into your customers’ environment.
Single Point-of-Contact for support
Direct access to expert phone support available 24x7
Configuration assistance and performance troubleshooting
Software updates and patches for select titles
Management and monitoring via the Global Command Center
Beyond break-fix
Leverage our global scale and skill
Shift downtime into uptime
Confidential

5. Networking support Features at-a-glance
Networking support is:
ProSupport is enhanced with additional networking capabilities
Power on device and management of IP Address
Installation and activation of licenses
Configuration Problem Assistance including explanation of networking features, troubleshooting configuration issues; answer syntax questions
Best Practice Recommendations as defined by Dell/Industry
Troubleshoot and diagnose performance degradation based on documented specs
Best effort interoperability with non-Dell specific devices
Customer training
Initial installation, implementation and/or design
Network & feature design and approval
Performance tuning, system optimization, feature implementation or other similar services
Proof of Concept or Consulting
Software recommendations
CLI scripting
Tuning
Troubleshooting dropped packets on non-Dell equipment
Security policy or design recommendations, intrusion protection, ACL configuration
Networking support is not:
These items are NOT included, nor in the scope of traditional ProSupport
For more details on in or out of scope items, please refer to the backup slides
Confidential

6. Networking support Competitive coverage overview (Gartner / IDC Analysts)
Features, per device
Dell ProSupport
Cisco SmartNet
HP – Support Plus 24
7x24x365 Hardware and Software Support L1/L2 Support
Onsite Part Replacement
Software updates / patches
L3 Support
Configuration Problem Assistance / Performance Troubleshooting
Installation / Deployment Services *
Implementation / Step by Step Services *
Based on discussions with Gartner / IDC Analysts
Dell ProSupport column represents support on Dell and Force10 products
* Cisco leverages its channel to deliver these features; thus, there is probably a perception this is included as part of SmartNet, when in reality these are bundled by the channel
Delivered by OEM
Delivered by Channel /Partner
Not covered by Support contract
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7. Networking support Global technical support footprint
Limerick, Ireland
Kawasaki, Japan
Round Rock, TX
Xiamen, China
Penang, Malaysia
5 ProSupport Global Command Centers
NOTE: Global Enterprise Networking Support FTEs includes Force10 headcount but does not include Force 10 Case Volume, CE, or Certifications.
Capability
Global Tech Support for Networking works an average of 3100 cases a quarter globally with a staff of 174 service engineers (including Force 10). Technicians have over 10 weeks of available training to support the 8 different Networking OS’s supported by Dell today. Regarding capability, Dell ProSupport services are staffed 24x7 and are able to collaborative with other internal Dell support teams (EqualLogic, Compellent, Dell|EMC, IDM, PV/NAS, HC Microsoft, HC Virtualization, HC Alt OS, HC Systems Management, Server ELS, and others) along with select 3rd parties using Collaborative Support in order to resolve any Datacenter problem from End-to-End.
To manage this capability, GSS utilizes a global CRM (Delta) and global CCO desk to manage and track case and call volume including escalation management, staff scheduling, and headcount forecasting.
Credibility
In our Enterprise space, we have 547 active networking certifications for Cisco, Aruba, Juniper, Brocade, and also SonicWall. Annually, we set aside portions of our budget for adding key certifications where needed, but also budget for advanced training and conferences to grow our skill set and improve our credibility.
Regarding overall credibility, we use several metrics to ensure that services provides a quality experience to customer such as CE, RDR, and Service Level. Our goals is to avoid all repeat dispatches, answer calls in a timely manner and improve CE. To that end, we scrub both our CE and RDR results for root cause and future opportunities for improvement.
In Networking, our certification data and CE scores are our primary measurements for success, but there are still challenges to each. For example, Sales has ask support if we are ready and capable particularly in APJ. We are focusing on global certifications and training, but APJ’s challenge is a lack of experience due to low case volume. Therefore, they need assistance from the other regions. Our solution is to share ABU and EMEA resources with APJ to help resolve their issues.
Managing 160+ product, system and solution engineers and consultants.
Managing 3K+ quarterly networking cases, with over 90% CE in most countries.
Monitoring 14 regional call centers, 4 domain expert centers, and 5 product expert centers.
Over 600K Network ASUs, with direct support in 102 countries.
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8. Networking support Advanced training
Q4FY12 Advancements
Advanced Broadcom training
Advanced Aruba wireless training
66 new global networking certifications
GSS lab expansion for Networking
(Brocade, Juniper, Aruba, Force 10, and PowerConnect)
Past
FY13
FY14
Engineering Certificates
(Cisco, Aruba, Juniper, Brocade, SonicWall)
50+
547
1000+
Architect Certificates
(CCIE + JNCIE) 4 8
Supported O/S 3
10+
Advancement Training
1 wk
10 wk
12 wk
Annual Training (NPI/Vitality)
2 wk
3 wk
NOTE: Global Enterprise Networking Support FTEs does not include Force 10 Certifications.
Q4 FY12 Advancements
In Q4 we added an additional week of Advanced Broadcom training for our PowerConnect classic line and another two weeks of advanced Aruba training. Both are still in the process of being delivered globally, but adding the content to our training pages will help shorten call times and improve CE for those products.
We also added $2.4 million worth of Networking Lab equipment, a portion of which was part of the Force 10 M&A budget, but other pieces were for NPI and have been useful for addressing current issues with Tulane, Goodrich, Hays County, and Glen Rose. For certifications, 66 Networking certifications were added.
*Dell only, Force10 not included
Confidential

9. Networking support Frequently Asked Questions
Dell ProSupport networking support FAQs
How did we determine what to include for configuration assistance as part of the ProSupport contract?
We determined the scope based on information that we have had with networking experts from Gartner and IDC.  We compared the scope above to what our competitors, such as Cisco, Juniper, and HP, do as part of their support contract.  We also received input from our Force 10 team.
What if a customer wants Dell to install the device or walk them through an implementation of a feature across their environment?
Installation, Deployment and Implementation services are not part of a support contract due to complexity and the time it takes to do it correctly. Dell has Remote Installation Services (RIS), Onsite Deployment and Remote Advisory Services (RAS) for those customers that have this need.  Also, we have found from our conversations with analysts that Cisco does not include this as part of SmartNet; they would advise the customer to reach out to their resellers to get complete.
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10. Thank you
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