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Support Services Business Review - KLIC

Support Services Business Review - KLIC . 2012. 5. 30. . Meeting Participants. Partner Director of Operations Director of Customer Support NetApp Alliance Manager Renewals Manager Sales Manager Senior NetApp Support Engineer NetApp Partner Development Manager

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Support Services Business Review - KLIC

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  1. Support Services Business Review - KLIC 2012. 5. 30.

  2. Meeting Participants Partner Director of Operations Director of Customer Support NetApp Alliance Manager Renewals Manager Sales Manager Senior NetApp Support Engineer NetApp Partner Development Manager Technical Partner Manager Channel Sales Manager Field Support Manager

  3. Agenda Support Services Certified Business Review Partner Compliance Analysis Partner Performance Analysis AutoSupport Adoption Customer Satisfaction Program Update Recent initiatives Planned initiatives Action Items

  4. Partner Compliance and Performance

  5. ASP Engineer QualificationSource: Support Services Certified Partner 5

  6. ASP Engineer Qualification – Technical Support Source: Support Services Certified Partner 6

  7. Install Base by Agreement TypeSource: Support Services Certified Partner

  8. New Installed System – 2011/11Source: Support Services Certified Partner

  9. Regional Standard & Premium Serials Sales By Qtr Source: Support Services Certified Partner

  10. Service Agreement Expiration & Renewal Source: Support Services Certified Partner

  11. Customer Support OperationsSource: Support Services Certified Partner

  12. Support Case ResolutionSource: NetApp

  13. Support Case Resolution - 2012/2 Source: Support Services Certified Partner

  14. NetApp Case Resolution – (Feb) NetApp Confidential - Internal Use Only

  15. NetApp Case Resolution – (Mar) NetApp Confidential - Internal Use Only

  16. NetApp Case Resolution – (Apr) NetApp Confidential - Internal Use Only

  17. ASUP Adoption Analysis Source: NetApp

  18. Engineer Solution Assignment / Enablement PlanSource: SSC – FY12Q2

  19. PR (Total) Source: NetApp • Performance Rate (100%)

  20. Performance Rate • Performance Rate (100%) • Technical Case PR + PPR + Install Report + Service Renewal rate + ASUP Adoption rate + Technical Enablement Activity

  21. Performance Rate • Service Renewal • 1st tier, S/W(36%), H/W(55%) • 2nd tier • Max • Renewal rate • level-3 (Min) 유지

  22. Program Update

  23. Program Update • Training • Cluster-mode Administration, Aug 6 • NGS New Hire Technical Training, Sep 3 • SAN Fundamental Troubleshooting, Sept 17~20 • Knowledge sharing session • Case review • Hot issue discussion • Knowledge Transfer • Monthly, NetApp SP

  24. Action Plan – Last ReviewSource: Support Services Certified Partner / NetApp

  25. Action Plan – Current ReviewSource: Support Services Certified Partner / NetApp

  26. Support Services Certified Training Professional Specialist Completion of Professional Level Requirements NCDA Exam NS0-154 Data ONTAP 8.0 7-Mode Administrator – 90 min. Hands on Hardware and Down Storage System Troubleshooting for Partners – 3 days SAN Troubleshooting Fundamentals for Partners – 4 days FAS2000 Series Hardware Maintenance – 3 hrs. Troubleshooting Workshop for Partners – 5 days FAS3000 Series Hardware Maintenance – 3 hrs. FAS3100 Series Hardware Maintenance – 2 hrs. FAS 3200 and V3200 Series Architecture and Configuration – 90 min. Exam Prerequisite Instructor-led Web-based FAS 6200 and V6200 Series Architecture and Configuration – 90 min. For more information

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