Services Catalogue Australia

Transcription

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2 Services Catalogue Australia Westcon-Comstor Services works with our resellers and vendors to discover, develop and deliver opportunities that provide greater strategic insight, richer margin and longer-term customer engagements through our decades of experience and unique in-house skillsets of engineers, support decks, certifications and global delivery models. Our Services offering is represented by 4 pillars; Supply Chain Services, Professional Services, Support Services and Education Services. SUPPORT SERVICES PORTFOLIO ii

3 Gold Seal Support Services Our technical support cababilities are unique and distribution leading. We can provide you with the capability to deliver proactive monitoring support capabilities across multiple vendors and multiple technologies, so customers can focus on their business, not their technology. Our Support Centre Services can also expand standard maintenance packages to include how-to support and remedial training onsite. SUPPORT LEVELS Westcon-Comstor offers a range of 8x5 and 24x7 support offerings varying from level 1, level 2 telephonic and remote support options to onsite break/fix services nationwide. Support requests can be logged as follows: 24x7 telephonic response for priority faults Centralised for non-critical faults Online ticket submission for non-critical faults Initial response to requests will vary depending on the associated service level agreement purchased. This catalogue describes the various support options provided by Westcon-Comstor and the associated vendor products. 1

4 Gold Seal Support Palo Alto Westcon-Comstor are a Palo Alto Elite Authorised Support Centre. Elite ASC Partners are trusted advisors of Palo Alto Networks that have demonstrated clear commitment to continuous improvement and help advocate and prioritise opportunities to better support their customers. Westcon-Comstor has partnered with Palo Alto Networks in providing level 1 and level 2 support to customers who have purchased Palo Alto appliances. Palo Alto provides level 3 support and advanced parts replacement. Service Offering Overview Support Level Backline Support Support Description 8x5 telephone support 24x7 telephone support (for Severity 1 issues ONLY) Software support and remote diagnostic services Bug fixes/maintenance releases Software upgrades Hardware advanced replacement ships Next Business Day (NBD) Scope of Services Once a support call has been logged, an engineer will be in contact with the initiator within the time period as noted on the service level schedule and assign the appropriate priority level. The engineer will then commence remote troubleshooting accordingly based on the assigned priority level. The support relates to break/fix and does not include maintenance or installation faults. All software issues related to the inadequacies of the environment which are not related to the Palo Alto product may incur additional charges. Severity Definitions Support Level 1. Critical 2. High 3. Medium Support Description Product is down, critically affects end user production environment. No workaround available yet. Product is impaired, end user production up, but impacted. No workaround yet. A Product function has failed, end user production not affected. Palo Alto Networks TAC is aware of the issue and a workaround is available. 4. Low Non-critical issue, does not impact end user business. Feature, information, documentation, how-to and enhancement requests from the end user. 2

5 Incident Priority Levels & Response Times Case Severity per end user Target Response Times Target Escalation Points Target Resolution Times 1. Critical 1 Business Hour 2 Business Hours. Senior management notified. Provide workaround within 24 Hours from problem identification. 2. High 2 Business Hours 8 Business Hours. Senior management notified. Solution or workaround within 3 business days from problem identification. 3. Medium 4 Business Hours 5 Business days. Senior management notified. Workaround within 10 business days of problem identification. 4. Low Next Business Day After Validation or duplication by Support, Engineering Notified Non-critical issue, does not impact end user business. Feature, information, documentation, how-to and enhancement requests from the end user. 3

6 Gold Seal Support - Polycom Westcon-Comstor has partnered with Polycom in providing level 1 and level 2 support to customers who have purchased Polycom hardware, virtual appliances, and have purchased the Gold Seal Partner Premier Service Agreement. This service is fully backed by Polycom and delivered 8x5 Monday to Friday (excluding Public Holidays) by Polycom-certified Westcon engineers. The service is available for all Polycom products ranging from Audio (Telephone), Telepresence (VC) units, as well as infrastucture products. Types of Services 1 Year 3 Year Customised Service For maximum ROI, we recommend the 3 Year service as it provides the best cost savings and value to our clients. Service Offering Overview Support Level Backline Support Support Description 8x5 telephone support Software support and remote diagnostic services Bug fixes/maintenance releases Software upgrades Hardware advanced replacement ships next business day (NBD) Valid only once it s been confirmed as faulty by Westcon support engineers Scope of Services A dedicated Polycom hotline number as well as support address would be made available to partners and end users to contact our engineers. Upon receiving a request, our staff will commence to troubleshoot and diagnose the issue/fault. In the case that it requires escalation, we will raise a case internally with Polycom engineers who will be available for troubleshooting and resolution. Once a product is deemed faulty, certified partners would be able to log into Westcon s Support Portal and lodge an RMA request. Westcon-Comstor will then process the RMA and liaise with Polycom to have the replacement shipped the next business day with the cut off time set at 1pm AEST. Please note that this service does not include on-site support or installation. 4

7 End User Customer Impact Summary Support Level Priority Level 1 Support Description A condition exists that cannot be circumvented or avoided by a workaround or fix that results in a critical impact to the business operations due to the system being severely degraded or non-functioning. Priority Level 2 A condition exists where the Product is partially inoperative where some major functions are not working and although there is a significant impact on the customer business, the Product is usable to perform basic functions. Priority Level 3 A condition exists where the system is usable by the customer either by means of circumvention or with limited functions. The condition is not critical to overall customer operations and does not severely restrict such operations. Incident Priority Levels and Response Times Case Severity per end user Target Response Times Target Escalation Points Target Resolution Times Priority Level 1 1 Business Hour 8 Business Hours. Senior Management Notified. Solution or workaround within 3 business days from problem identification. Priority Level 2 2 Business Hours 5 Business days. Senior Management Notified. Workaround within 10 business days of problem identification. Priority Level 3 4 Business Hours After Validation or duplication by Support, Engineering Notified. Within 30 days, decide whether to implement or not. Low rated bugs are considered enhancements. 5

8 Education Services Westcon-Comstor can provide training focused on product launches, salesforce and channel enablement among other things and all of which includes solution and executive selling, certifications and associated skills development. Westcon-Comstor Academy brings a comprehensive range of technical training programs, both certified & non-certified to you, extending your knowledge base and expanding your capabilities. WHY CHOOSE WESTCON-COMSTOR ACADEMY AS YOUR PREFERRED LEARNING PARTNER? Certified Instructors with strong field experience, providing best practices advice on how to successfully implement or manage a specific solution. Dedicated labs and full access for every student. Flexible and customised learning which can adapt to your specific needs; courses can be delivered in a classroom or onsite. Certification-Ready training to prepare you for Vendor Certification, both in learning and practical preparation. 6

9 Palo Alto Palo Alto certified training courses are delivered by Westcon-Comstor Australia as needed. Palo Alto 201 Palo Alto Networks Essentials Successful completion of this instructor-led course will enable the student to install, configure, and manage the entire line of Palo Alto Networks Next-Generation firewalls. Students attending this introductory-level class will gain an in-depth knowledge of how to install, configure, and manage their firewall, as well as configuration steps for the security, networking, threat prevention, logging, and reporting features of the Palo Alto Networks Operating System. Palo Alto 205 Palo Alto Networks Extended Firewall Management This learning opportunity includes materials and hands-on lab work geared towards network engineers, security engineers, and their supporting staff. The Palo Alto Networks Extended Firewall Management (205) class is actively led by instructors with current in-the-field experience. This is a next-level class intended as a follow-up to the Palo Alto Networks Firewall Installation, Configuration, and Management (201) class. Target Audience Westcon-Comstor s Academy s Palo Alto Networks Extended Firewall Management (205) training is paced for active security engineers, network engineers, and their support staff who have attended the Palo Alto Networks Firewall Installation, Configuration, and Management (201) class. 7

10 Professional Services SOLUTION DESIGN We use the latest architecture standards, guidelines and site templates so our teams have the tools to create the best site designs possible. IMPLEMENTATIONS Our technical engineering team will connect remotely to or be at a customer s facility where physical or advanced implementations will be executed. Startup implementation can be during production network, at maintenance windows or out of office hours. CONSULTANCY We deliver business process consultancy that addresses problem resolution, solution validation & best solution advancement. MIGRATIONS AND UPDATES Onsite or remote translation of actual settings to newer version or migration to new solutions with more advanced configurations. Westcon-Comstor Channel Services Engagement Process Reseller will nominate a suitable contact for Westcon-Comstor to liaise with for project documentation and service scheduling. A Statement of Work (SOW) is generated detailing the appropriate project deliverables and associated measurements, it also outlines the actual scope of the service bundle that has been ordered. Reseller reviews the scope and approves commencement of the project. Project initiation workshop is conducted and all pre installation / implementation detail is gathered and collated. Implementation is planned from this meeting once all pre requisites have been identified and met. Implementation conducted as per deliverables detailed in the SOW. Review all deliverables have been completed as per SOW and project completion sign of obtained. Service is invoiced. 8

11 Configure to Order CTOP Westcon-Comstor has partnered with Cisco in providing Configuration and installation of BE 6000 Server Hardware, and the associated software. Services Overview This service to provide a Day 0 Configuration of Cisco BE 6000 Server and Software. This service can be ordered from the Cisco Portal The Config To Order Portal provides the ability to make changes to the configuration, prior to the user submitting the order as final. Scope of Services Configure VMware ESXi Hosts Install/copy latest version s of Cisco CORE OVA/ISO images Install application s OVA/ISO images as outlined Install and configure IP/Authentication/Domain configuration Configure PRIME software Apply Major Software updates to bring software revisions current The service relates to : Server Hardware Validation: Westcon Australia will validate all components within the outlined Server hardware to be operational and configure QTY x 1 BE 6000 Server s based on the following models and Application detail: BE6K Medium-Density Server : BE6K-ST-BDL-K9 1RU rack-mount server, dual Intel Xeon processor ES-2609 (four cores and 2.4 GHz), 32GB of RAM, Ethernet ports on motherboard, VMWare and unified communications applications boot from DAS* (four 500GB 7200-rpm SFF* disks with RAID* 10), and one 650W power supply (2 nd power supply optional). BE6K High-Density Server : BE6K-STBDL-PLS-K9 1RU rack-mount server, dual Intel Xeon processor ES-2665 (eight cores and 2.4 GHz), 48 GB of RAM, Ethernet ports on motherboard, VMWare and unified communciations applications boot from DAS* (eight 300-GB, 15,000-rpm SFF* disks with RAID*5), and two 650W power supplies. Business Edition Base Software Version: Westcon Australia will validate the manufacture shipped DataStore software versions. All images will be updated to the latest software as requested below. SKU WGOS-INT-CSC-CTOP-BE6KMD Description CTOP Config Services Medium Density WGOS-INT-CSC-CTOP-BE6KHD CTOP Config Services High Density 9

12 Cisco Installation Services On Site Deployment Services in Australian Capital Cities Assumptions Rates are for Australian capital cities and includes travel to site within 50km from the city centre. Rates are based on all work being performed during normal office hours. Minimum of 4 hours per engagement will be charged. Rates quoted are T&M rates. For specific/fixed cost SOW s, please request a fixed quote. Site will be ready for installation, all infrastructure work will be complete prior to engineer arriving on site. SOW and purchase order must be received before engineer will be confirmed. 10

13 Predictive Wireless Surveys Assumptions All floor plans are current at the time of doing the survey. Access to the areas of high usage are provided, eg. conference and meeting rooms. Access Point family that is preferred eg. Cisco 2600 or Aruba 103 series Access Points etc, is provided. Client will be required to provide Architectual maps of the premises including all floors to enable this service to be provided. In the case where external antennas are required, antenna parameters will be provided. Deliverables A professional paper based survey will be conducted using Ekahau Software. The survey will produce a detailed report showing: Heat maps AP Placement Signal strength Predicted signal to noise data rates Report will be delivered within 10 days of receiving a purchase order. 11

14 Juniper Installation Services On Site Deployment Services in Australian Capital Cities Assumptions Rates are for Australian capital cities and includes travel to site within 50km from the city centre. Rates are based on all work being performed during normal office hours. Minimum of 4 hours per engagement will be charged. Rates quoted are T&M rates. For specific/fixed cost SOW s, please request a fixed quote. Site will be ready for installation, all infrastructure work will be complete prior to engineer arriving on site. SOW and purchase order must be received before engineer will be confirmed. 12

15 Site Survey Westcon-Comstor offers site survey services to complement any of the services in this catalogue that have an onsite component. This service will ensure site readiness requirements are confirmed prior to an installation or implementation service commencing thus avoiding any potential delays when an engineer attends the customer site. Scope Confirms necessary site access and/or site induction protocol. Inspect available rack space required for the specific hardware. Confirm if suitable power outlets are available. Confirm GPO Sockets are available. Confirm if any further power, networking or fibre cabling or ports will be required to achieve a successful installation / implementation. Environmental conditions assessment and recommendations if required, eg. Airconditioning, Dust, etc. Provide summary to the customer. 13

16 Supply Chain Services With Westcon-Comstor as your trusted partner, you can offload system setup, testing and basic configurations for installations; instantly freeing up your staff to concentrate on more profitable work. Some of what is on offer from Supply Chain Services include: REVERSE LOGISTICS Our Reverse Logistics offerings can help you simplify and manage your customer s returns process to reduce overheads and improve processes. LOGISTIC SERVICES Westcon-Comstor s Logistical Services ensure orders arrive when and where they are needed, handling local, regional and multi-national rollouts. INTEGRATION SERVICES Westcon-Comstor s Integration team can ensure that your customer is satisfied and protected during system setup, testing and basic configurations for installations. This includes: Tagging Component Assembly and testing Software & firmware updates Configuration Services 14

17 Staging Services Cisco We will stage your devices prior to shipping to site. For devices up to and including Category 3, we will stage the devices on the same day if the details are received by 10am and the order does not exceed 5 devices. For greater quantity orders or more complex configurations, additional time must be allowed. Standard Staging Inclusions Exclusions Deliverables Unpacking and benching of device and accessories Installation of purchased line cards, power supplies and accessories Power up test Repacking and relabelling of device Cost of sourcing, obtaining and supplying any hardware that isn t part of customer hardware purchase Replacement of items that fail testing unless cover by vendor warranty Log file verifying built configuration All cartons relabelling with details of device as configured Advanced Staging Inclusions Exclusions Deliverables All deliverables from Standard Staging Services Apply customer supplied IP address to device Load Customer supplied Configuration to device Install a particular version of software and/or firmware onto the device Install Network modules Installation and Registration of Licences Application of customer supplied asset labels Power up Testing Serial numbers & MAC address of all items recorded Asset Tagging Creation or validation of the configuration files to be loaded to the device Any correction of errors within the configuration file Cost of required software upgrades if necessary to unlock device functionality Configuration of software or device features Printing of non-standard label ie. coloured labels, clear labels etc Log file verifying built configuration A standard Excel file will be supplied recording part code, asset number, serial number, MAC address and date 15

18 Cisco UCS Rack Series Services Cisco C-series Server Assembly Pricing applies per individual server, assembly to take place at Westcon staging facility at time of hardware order. Scope Unpack and bench unit All additional components installed into server chassis Package unit ready for shipping Excluded from Scope DOA test Firmware update OS configuration Cisco C-Series Server Assembly, Firmware update and DOA test Pricing applies per individual server, assembly to take place at Westcon staging facility at time of hardware order. Scope Unpack and bench unit All additional components installed into server chassis DOA test Firmware upgraded Package unit ready for shipping Excluded from Scope OS installation / configuration Cisco C-series Server Installation Pricing applies per individual server Scope Unpacking of server onsite Rack or stack of server into customer rack Power cabling Power on test Excluded from Scope OS installation / configuration Removal of packaging from site 16

19 Juniper- Staging Services We will stage your devices prior to shipping to site. For devices up to and including Category 3, we will stage the devices on the same day if the details are received by 10am and the order does not exceed 5 devices. For greater quantity orders or more complex configurations, additional time must be allowed. Standard Staging Inclusions Exclusions Deliverables Unpacking and benching of device and accessories Installation of purchased line cards, power supplies and accessories Power up test Repacking and relabelling of device Cost of sourcing, obtaining and supplying any hardware that isn t part of customer hardware purchase is not included in this service charge Replacement of items that fail testing unless cover by vendor warranty Log file verifying built configuration All cartons relabelling with details of device as configured Advanced Staging Inclusions Exclusions Deliverables All deliverables from standard staging services Apply customer supplied IP address to device Load Customer supplied Configuration to device Install a particular version of software and/or firmware onto the device Application of customer supplied asset labels Power up Testing Serial numbers & MAC address of all items recorded Asset Tagging Creation or validation of the configuration files to be loaded to the device Any correction of errors within the configuration file Cost of required software upgrades if necessary to unlock device functionality is not included Configuration of software or device features is not included Printing of non-standard label ie. coloured labels, clear labels etc. is not included Log file verifying built configuration A standard Excel file will be supplied recording part code, asset number, serial number. MAC address and date 17

20 3PL Operational Logistics Service Westcon-Comstor holds Equipment that the Reseller has purchased in our warehouse and Westcon- Comstor will ship directly to Customers as requested. Assumptions Rates are based on supplying a full BOM of the expected equipment 48 hours prior to equipment arriving at Westcon-Comstor Distribution Centre. Shipping requests will be made by completing Westcon-Comstor Standard Project Shipment request form. 18

21 Polycom Phone Provisioning Service Assumes that customer has a public facing server that can issue a configuration file and firmware across HTTPS. Services include Unbox Handset & bench unit Provide spreadsheet of MAC addresses Update phone s firmware Provision customer supplied URL onto Polycom phone DOA check Re-box units in original packing Prepare unit for shipping 19

22 Westcon-Comstor Managed Rollouts In an effort to stream line the customer rollout, let Westcon-Comstor Services manage this for you. Westcon-Comstor Managed Rollouts will reduce double handling of CPE and on-site engineering costs, therefore increasing your margin. Service includes Storage of CPE equipment till it is required onsite Pre-staging of devices, asset tagging & basic DOA testing prior to shipment Managed rollout of all devices to customers site Provide reporting on serial numbers, mac addresses, tracking numbers Inventory reports on customer stock holding Advantages Westcon manages the multiple site rollout on your behalf Customer is able to purchase all kit upfront and then take advantage of on-demand rollout Units arrive staged ready for rack and stacking Reduced engineer and freight costs Increase competitiveness Re-allocate highly skilled personnel to focus on more deployments Accelerate time to deployment How does it work? Customer purchases the equipment and stores this at Westcon within our facilities In St Leonards, equipment can be held for as long as required Partner requests units to be shipped, this can be 1 unit at a time or multiple units Westcon Solution team stages the units as per the customer requirements and prepares kit for deployment. Kit is then deployed in line with the timeline supplied Westcon-Comstor provides a report that is in line with the customer requirements 20