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Compaq Customer Services RTR Support Infrastructure

James NAUFFRAY. European Client-Server Expertise Center Manager Compaq Customer Services. Compaq Customer Services RTR Support Infrastructure . The European Client-Server Expertise Center. Created in 95 to support Swiss customers on complex

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Compaq Customer Services RTR Support Infrastructure

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  1. James NAUFFRAY European Client-Server Expertise Center Manager Compaq Customer Services Compaq Customer ServicesRTR Support Infrastructure

  2. The European Client-Server Expertise Center • Created in 95 to support Swiss customers on complex solutions, quickly part of EMEA high level SW support • Very high level of skills in the databases/middleware area • Multiplatform, Multivendor knowledge • Hardware and Software independence • Flexibility, Multilingual • Interconnected with the other Expertise Centers in Europe

  3. Applications ERPs Operating Systems OVMS Unix WNT/W9x Linux European Service Expertise Network Product strategy in the Expertise Centers Integration Middleware Application Server Plus Application Server Interoperability RTR, ACMSxp, COM, JAVA ..etc.. Alpha - Intel Storage - Networks -Tools... Platforms

  4. OUR MISSION DELIVERAdded value services, Training, High level support, Sustaining engineering, prototypes FORClient-Server Enterprise Software Solutions TOEnd Users and Partners

  5. OUR SERVICES Standard offsite support 1st and 2nd level support during open office hours Extended onsite/offsite support 1st and 2nd level support from 7h AM to 11h PM 1st and 2nd level support 24*7 during determined periods 1st and 2nd level support (24*7) * 365 days Specific onsite support during critical phases Only 1 phone number to call during the period covered Added value and personalized services ad-hoc consulting, sizing, benchmark, Tuning, Migrations, installations, system tests, personalized services

  6. EXPERTISE CENTRE CALL CENTRE SOFTWARE SERVICE CENTRE LOCAL, ON -SITE and OFF-SITE WORK GROUPS AND RESOURCES EMEA Software Support Organization How Software Support is provided

  7. Geography covered Europe, Middle East, Africa Engineer profiles Principal software engineers, Senior software engineers, Middleware consultants, True client-server/database experts Languages English, German, French, Spanish, Dutch, Russian, Arab OUR SKILLS

  8. OUR CURRENT RTR RESOURCES Today, 4 of our engineers are already dedicating their client-server expertise, skills, and multiples talents toRTR customers: - 1 onsite engineer - 2 engineers delivering 2nd level support and consulting - 1 engineer delivering 1st level support - 3 of them are delivering 24*7 extended support We are serving also a large range of other middleware products.

  9. Object Oriented Transactional Solutions (OTM) Microsoft DNA (MTS, MSMQ, IIS, DCOM, SQLServer, OLE DB) Portable TP for NT, Application Optimizer for NT Workflow - Integration middleware COMPAQ Process Flow 2nd Generation application development FORTE products family JAVA & EJB multi tiers architectures ERP PEOPLESOFT payroll & HRMS THE PRODUCTS COVERED

  10. Traditional Transactional Monitors • ACMS Products Family, ACMSxp, TP Desktop Connector, TP Web Connector, Portable TP for Windows NT, Application Optimizer V2.0 for Windows NT, • Tuxedo • Fault Tolerance Transactional Monitor • Reliable Transaction Router • Global Client-Server Environments / Security • DCE THE PRODUCTS COVERED (2)

  11. Messaging Oriented Middlewares (MOM) DEC MessageQ, BEA MessageQ, Microsoft MessageQ, Business Bus for MOM integrated solutions Databases and Data Accesses ORACLE RDB & RDBMS, SQLSERVER v6 & v7, SYBASE, Business Objects Windowing systems DECFORMS DECForms WEB Connector THE PRODUCTS COVERED (3)

  12. Feel free to contact us : Jean-paul.Guy@Compaq.com James.Nauffray@Compaq.com OUR SERVICES ON : RTR • Offsite and Onsite support • Standard 1st, 2nd level • Extended coverage, 24*7 • Added value services • Development help • Migration • Sizing and configuration • Prototyping • Remedial consulting • Performance and tuning • ..etc..

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