VAR Services
& Support Offerings
Interlink Communication Systems
Interlink
Communication Systems,
and Network Dynamics, Inc.
Professional Services & Support . . . 3 Services Coverage . . . 4 A Seamless Approach . . . 5 Comprehensive Suite of Services . . . 6 Key Performance Elements . . . 7 Customer Benefits . . . 8 © 2008 Interlink Communication Systems and Network Dynamics, Inc. www.interlinkweb.com • www.ndiwebsite.com
Professional Services & Support
Interlink Communication Systems (ICS) and Network Dynamics, Inc. (NDI) have developed a strategic commercial business alliance to address the growing demand for professional services and support in the VAR channel. A number of drivers continue to influence VARs and System Integrators to deliver services and support. Some of these drivers are: • Decreasing margins in hardware sales; margin improvement by blending professional services • Attractive re-occurring revenue opportunities • Need to leverage larger accounts with the ability to provide services with a national footprint • Positioning to provide increased outsourcing needs from end users for services and support • Time to market with professional services can be costly and disruptive. Our programs will help you get there faster, and return more margin to you with less disruption to your business. As an Interlink VAR, you can have a single-source product and services delivery engine that allows you to deliver branded services locally, regionally, nationally or internationally. You can have greater leverage in your larger, more strategic accounts to compete on opportunities that have service requirements which today may be beyond your reach! Whether you need to deliver simple Helpdesk support – or onsite Field Service Engineers, when you partner with us, you have all the expertise and global reach right at your fingertips.Support Services Integration Services
Level 1
Helpdesk
Level 2
Managed
Service Center
(MSC)
Field
Service Engineers
Customer Entitlement Contract Validation Level 1 Technical Support Broadband Support Engineer and Part Dispatch Ticket Management Carrier Management & Escalation Remote Diagnostics Manufacturer Escalation & Management Engineer Telephone Support Level 1 Helpdesk Escalation Fault Replication SLA Response Onsite Maintenance Parts Swap Out Fault Diagnosis Fault Rectification Reverse Logistics Customer Sign Off Installation Planning Ticket Management Installation Coordination Scope of Work Definition Solution Design Remote Assistance High Level Install Site Survey, IPT LAN Audits Configuration Management Pre-staging / Pre-build Project Engineering Project Documentation/ Reporting Geographical Coverage Onsite Installation Handset Deployment Project Delivery Wireless Survey Remote HandsICS & NDI provide 7x24x4
and Next Business Day Onsite coverage to thousands of locations throughout our market area, (Blue)
With our network of spares depots (Red), ICS & NDI can provide replacement components within hours for even the most stringent SLAs.
With an extensive network of onsite support partners and remote logistics centers located in over 60 countries, ICS and NDI’s partnership enables seamless, worldwide, single-source services delivery for IP communication technologies. Our strong and growing strategic alliance of service partners effectively extends our reach across the country and across the globe to deliver best-in-class services. We have been meeting the product and service requirements of VARs, Integrators, Carriers, Manufacturers, Enterprise and SMB customers 24 hours a day, 7 days a week, 365 days a year with a reach that blankets much of North America, Europe, South America, Asia and the Pacific Rim.
A Seamless Sales and Services Approach
Interlink and NDI offer a seamless approach to meet your requirements. Whether you have customers needing to upgrade a single site, or deploy a complex, multi-service network, our Managed Service Center offers onsite field support and over 120 equipment depot facilities to ensure receipt of equipment and services when and where you and your customer’s need them. When you partner with Interlink and Network Dynamics, Inc., you can be certain that you will receive prompt and professional attention. Our team members located at the Managed Service Center will take your ‘branded’ incoming calls and dispatch the required equipment and resources. Overcoming Challenges 1. Strategy. Interlink and NDI have created a program specifically designed for VARs like you who are engaged in Solution Selling. Our fundamental objective is to help you build
your business and increase your revenue and profitability. The services component of the solutions you offer gives you a way to scale quickly and improve economically.
2. Expense and Time to Market. Starting and scaling a services business is a daunting task, especially if you need to support a national or global reach. The key is to select the right partner(s) that can provide you a solid foundation for moving quickly into the services business, and who will not lose focus on enabling the VAR Channel as a core strategy for future growth.
Note: Interlink and NDI’s insulated and protected channel program has been designed specifically for you. The program management belongs to you. You own your
ICS & NDI provide 7x24x4
and Next Business Day Onsite coverage to thousands of locations throughout our market area, (Blue)
With our network of spares depots (Red), ICS & NDI can provide replacement components within hours for even the most stringent SLAs.
A Seamless Sales and Services Approach
Interlink and NDI offer a seamless approach to meet your requirements. Whether you have customers needing to upgrade a single site, or deploy a complex, multi-service network, our Managed Service Center offers onsite field support and over 120 equipment depot facilities to ensure receipt of equipment and services when and where you and your customer’s need them. When you partner with Interlink and Network Dynamics, Inc., you can be certain that you will receive prompt and professional attention. Our team members located at the Managed Service Center will take your ‘branded’ incoming calls and dispatch the required equipment and resources. Overcoming Challenges 1. Strategy. Interlink and NDI have created a program specifically designed for VARs like you who are engaged in Solution Selling. Our fundamental objective is to help you build
your business and increase your revenue and profitability. The services component of the solutions you offer gives you a way to scale quickly and improve economically.
2. Expense and Time to Market. Starting and scaling a services business is a daunting task, especially if you need to support a national or global reach. The key is to select the right partner(s) that can provide you a solid foundation for moving quickly into the services business, and who will not lose focus on enabling the VAR Channel as a core strategy for future growth.
Note: Interlink and NDI’s insulated and protected channel program has been designed specifically for you. The program management belongs to you. You own your
customers, and to that end, there is a non-compete program element to ensure no channel conflict.
A Seamless International Sales & Services Approach
Partner Support NDI Remote
TechniciansNDI Remote TechniciansNDI Remote
TechniciansNDI Remote TechniciansNDI Remote
TechniciansNDI Remote Technicians Partner Support TAC Support ICS & NDI Oldsmar ICS & NDI
Customers Escalation and/or Overflow Inbound Support Requests VPN PSTN
Secure Web Access To Tickets/Call History
Virtual IP Telephony Enables Distributed Resources
A Comprehensive Suite of Services through the VAR Channel
Deployment Site Surveys & Readiness (Traditional WAN/LAN, VoIP, and Wireless). Prevent site-related delays by documenting valuable site information and verifying site preparation prior to deployment. Our trained engineers will gather information and evaluate the site(s) against your design plans to identify and alert you of any potential problems that could jeopardize your installation.Staging and Installation
Minimize the risks associated with your install by letting NDI pre-assemble, configure and verify operation of all your components in a controlled lab environment prior to site delivery. Utilize our vast network of onsite technical resources to perform your installation activities. With your configuration and programming information, our experienced technicians will inventory, install and test your solution to validate functionality. Project Management Meet your timelines and budget requirements by using one of our project managers as your single point of contact throughout your implementation. Our trained and experienced resources will work with you and your customers on all aspects of the project to ensure a successful deployment.
Maintenance & Support
Our maintenance solutions are designed to provide organizations with the most flexible and comprehensive maintenance support options for wired, wireless and converged networks. Our support plans allow you to select the level of service that fits your customer’s needs: Remote Technical Support, Onsite Field Support and Parts Replacement. Network Management Ensuring the availability of your customer network is key to the overall value proposition you are presenting. Our suite of network management solutions gives you and/or your customer complete visibility into the network for immediate management and resolution of problems when they arise. We offer Fault Management, Configuration Management and Performance Management Services. Logistics Management Hundreds of remote logistics locations allow us to provide secure facilities, proven processes and trained staff to receive, store and ship your hardware and parts. Our logistics management services reduce your customer’s infrastructure investment by taking advantage of our logistics facilities while increasing your parts availability with local parts management. Improve your customer’s operational efficiency with automatic replenishments and real time inventory access via the Web.
Deployment
Maintenance
& Support
Management
Implementation Services Site Surveys & Readiness Telephone Support Call Handling NMS Implementation Monitoring & Restoring Staging Services Testing Services Trouble Ticketing Parts Replacement Fault Resolution Performance Management Remote Installation Support Onsite Services Network Management Project Management Spares & Logistics Management Analysis & ReviewKey Performance Elements
The table below illustrates the key performance elements of professional services. You may already provide some of these services to your customers, or they may have some in-house services of their own (as represented by the sideway arrows in this example). You will notice in the last column that when you partner with us, you will be able to augment and complete your existing professional services or shift the support burden from your resources or over taxed customer in-house resources to ICS and NDI.Key Performance Elements of our Customer Support System
Service
compoNeNt DeScriptioN NeeDeD HouSeiN icS & NDi
Support Access Telephone Support Normal Business Hours
✓
➡
✓
7 x 24 x 365✓
➡
✓
Tier 1 Call Handling Basic Technical Support✓
➡
✓
Tier 2 & 3Escalation Advanced Technical Support
✓
✓
✓
Trouble Ticketing & SLA EscalationCall Tracking✓
➡
✓
Web Reporting Web-Based Management Reports & Ticket Access
✓
➡
✓
Manage Entitlement Maintain Contract Database & Service Entitlements
✓
➡
✓
Hardware & Onsite WarrantyReplacement Manage RMA Program & Logistics
✓
➡
✓
AdvanceReplacement Manage RMA Program & Logistics
✓
➡
✓
4-Hour Parts & Spares ManagementNationwide Logistics✓
✓
On Site Services 7 x 24 x 4, 8 x 5 x 4, NBD
✓
✓
Multivendor
Content Onsite Problem Resolution
✓
✓
Training Product Familiarization & Operational Review
✓
✓
Software
Software ECO
Control Maintain SW to Current Engineering Levels
✓
✓
Software BugNavigator Service Software Bug InfoProvide Online Self-
✓
✓
Software & Patch Distribution Maintain Software Distribution Server & Web Site✓
✓
Web Support & Release NotesDocumentation
✓
✓
Our service management team has decades of customer support experience. In addition, our service and logistics locations are strategically positioned throughout the United States to offer you the operational and technical resources you need to provide your customers with a comprehensive and professional Maintenance and Support program.
Partnership Benefits for Your Customers
• A comprehensive and reliable way to identify and resolve problems • Real time network monitoring • Performance management and capacity planning • Site survey and network audits • Project management • Branded onsite installation and configuration • Remedial maintenance • Spares and logistics • Technical support • 24x7x365 availability • Branded managed help desk Problem DeterminationSingle
Point of
Contact
Support
Real Time Network Monitoring Performance Mgmt & Capacity Planning Partner Coordination Remedial Maintenance Project Management Implementations
Spares & Logistics
Technical Support Problem Resolution 7x24 Availability
Contact Us Today
Interlink is a Specialty Distribution Company representing selected network solution manufacturers to an international network of Value Added Resellers and Service Providers. Network Dynamics, Inc., a network technology and lifecycle solution provider, specializes in designing, implementing, maintaining and managing mission-critical networks for corporate enterprise clients, network equipment manufacturers, carriers, VARs, and integrators.Interlink Communication Systems: Network Dynamics, Inc.:
4400 140th Avenue North 640 Brooker Creek Boulevard Suite 250 Suite 410 Clearwater, FL 33762 Oldsmar, FL 34677 Alan E. Higgins Rick Lewis 800.638.8481 +1.813.818.8597 Ext. 3143# +1.727.524.8663
