1
Managed Service
Helene Caillet
June 24, 2009
1 | Titre de la présentation | Mois 2009
Copyright © 2009 Alcatel-Lucent, d.r.
Managed Services Offer – for all ALE products
•Installation & Deploy
BUILD
Systems installation and
associated services
Operate & Maintain
RUN
Systems maintenance and
associated services
SLA choice
Standard Pack
Xx€
Bronze pack
• Standard Installation
• IT manager basic training & doc
• Remote maintenance
• On-site maintenance
Advanced Pack
Silver Pack
Xx€
• Customized Installation
• IT manager advanced training
• End-user webtraining
Advanced Pack for US or
reseller only
Xx€
• Project management
• Customized Installation
• Terminal deployment
• IT manager advanced training
• End-user webtraining
2 | Titre de la présentation | Mois 2009
Business Hours only:
•Next business day
•Best effort
% of WPL
• Remote maintenance
• On-site maintenance
• IT manager assistance
• Limited eMAC
• Back-up management
Gold Pack
Business Hours only:
•Next business day
% of WPL
• Remote monitoring & maintenance
• On-site maintenance
• Limited eMAC
• IT manager assistance with direct
answer
• Back-up management
4h 24/7
OPTION FOR YEARLY CONTRACT
OPTION
•VO/IP assessment
•Decommissioning
•Legacy Disposal
•Cabling
% of WPL
•Terminal deployment
• IT manager helpdesk
• Full helpdesk – includes endusers
Copyright © 2009 Alcatel-Lucent, d.r.
• On-site terminal maintenance
• Hardware add-on installation limited
• Software add-on installation limited
2
Installation Pack
Build phase
3 | Titre de la présentation | Mois 2009
Copyright © 2009 Alcatel-Lucent, d.r.
MS BUILD - Standard Pack description
BUILD
ALE MS offer
Partner duties
The services includes :

Site survey report & radio coverage report (if needed) analysis,
data collection completion check

Std install : Hardware installation (including cabling up to the patch
panel), software update if needed, commissioning of collected data
& system configuration with default parameter.
Nota: Third party installation according to the list of products
supported by ALE

Testing, cut-over management and customer acceptance.

Remote post-cut over support (via phone): unlimited requests from
IT manager during 2 days (Business Hours) following the cut over
date.

IT manager basic training (defined per product) covering :
 Understand end-user functionalities and standard system
features
The
service
doesn’t
include
: defined with the partner)
 How
to access
to the Support
(to be




Material reception
Site survey activity
Data collection
Distribution cabling (meaning cabling
beyond patch panel)






Radio coverage assessment
Staging
Terminal deployment
Decommissioning
Legacy disposal
VO/IP assessment

Partner provides purchase order

Provide site survey report (included VOIP
compatibility declaration when needed)
and data collection sheet (based on ALE
templates)

Radio coverage report if needed.

Partner provides work order details with
customer site details and access to site,
contact, partner sales contact etc (5
working days prior to installation date)

Material reception and check
Service SLA (to be validated)

Lead Time to deliver:
10 working days from a valid purchase
order
PRICING

The price is based on the type of site and complexity (metrics
to be defined for easy quote)
4 | Titre de la présentation | Mois 2009
Copyright © 2009 Alcatel-Lucent, d.r.
Leadtime to start service
MS BUILD - Advanced Pack description
BUILD
ALE MS offer
The services includes :

Site survey report analysis OR Site survey for complex system
(implies an on-site visit) & radio coverage assessment (if
needed)

Data collection for system and end-user parameter (face to face
meeting with end-customer is necessary)

Std install : Staging, Hardware installation (including cabling up
to the patch panel), software update if needed, commissioning
of collected data & system configuration.
Nota: Third party installation according to the list of products
supported by ALE

Partner duties

Partner provides purchase order

Provide site survey report (included VOIP
compatibility declaration when needed)
(based on ALE templates)

Partner provides work order details with
customer site details and access to site,
contact, partner sales contact etc (5
working days prior to instal date)

Provision of third party hardware items to
customer site
On-site post-cut over support + remote : 1 day on-site support
post-cut over and unlimited requests from IT manager during the
following 4 days (Business Hours).
Advanced IT manager training (defined per product) covering :
 Training program for std pack + Basic administration
 Access to web-training program for end-users

The service doesn’t include :


Material reception
Distribution cabling (meaning cabling
beyond patch panel)




Service SLA (to be validated)

Terminal deployment
Decommissioning
Legacy disposal
VO/IP assessment
Lead Time to deliver:
10 working days from a valid purchase
order
PRICING
 The
price is based on the type of site and complexity
(metrics to be defined for easy quote)
5 | Titre de la présentation | Mois 2009
Copyright © 2009 Alcatel-Lucent, d.r.
Leadtime to start service
MS BUILD – Option description
BUILD
ALE MS offer
Description
VOIP
assessment
Decommissioning
 Option
eligible for specific product only
 This
option is required if the partner is not able to assess the
VOIP compatibility of the customer site
 This
option is required if the end-customer has already a
telecom system in function and wish to reduce the service
interruption as much as possible
 This
Legacy disposal
option is required if the end-customer wants to outsource
the recycling process of the equipments replaced by the
equipments installed.
 This
Cabling
6 | Titre de la présentation | Mois 2009
option is required if the end-customer site required some
cabling tasks for the installation of the new equipments
Copyright © 2009 Alcatel-Lucent, d.r.
ALE Managed Service offer allows the Carrier to outsource
majors tasks of a system installation
BUILD
List of activities for an installation
Done by Carrier
or end-customer
Done by ALE



Site survey
Standard
Advanced
Data collection
Standard
Advanced
Installation plan
ALE can take
the full
responsibility
of the
installation on
behalf of the
Partner
Material reception / logistics
Site Cabling
Option
Staging
Advanced
Rack & Stack (Hardware Installation)
Commissioning (System config)
Terminals Deployment
Advanced / Option
Testing & Customer Acceptance
Post cut-over support


Decommissioning
Option
Legacy equipment Disposal
Option

IT manager training
End-user training
7 | Titre de la présentation | Mois 2009


Advanced
Copyright © 2009 Alcatel-Lucent, d.r.
2
Maintenance Pack
RUN phase
8 | Titre de la présentation | Mois 2009
Copyright © 2009 Alcatel-Lucent, d.r.
MS RUN - Bronze Pack description
RUN
ALE MS offer
Partner duties
The services includes :

Remote maintenance :


Support on Partner request – limited to X requests per
products & system size - troubleshooting to identify the
solution to restore the service, intervention to apply the
solution or work order preparation for on-site
intervention.

Partner is responsible to warranty the
reliability of remote access to endcustomer’s system

Partner is the single end-customer
interface and has to provide the technical
support level 1 (or purchase an “helpdesk”
option). Support l1 is the only entity
authorized to log a request to ALE support.
On-site intervention, spare included

Parts delivery & replacement, disposal of defect part


Inventory update : Serial number ownership transfer,
CPU ID change
Partner to confirm correct resolution after
intervention

Partner is responsible for the back-up
customer’s configuration for restoration in
case of loss
The service doesn’t include :

Any type of Move, Add & Changes

Terminals maintenance

Assistance on usage or functionalities, config & admin request

Direct access for IT manager or end-users to ALE remote
support

Back-up of customer’s configuration for restoration in case of
loss
Service SLA choice
Business days
year, renewable
9 | Titre de la présentation | Mois 2009
Time frame
8 am – 5pm
Best effort*
8 am – 5pm
Request
log
CONTRACT DURATION
1
Restoration
Next Business Days
SLA mesure
Remote
restoration
or
Arrival on site
*Target performance 3 days, no penalties could be redeemed
Copyright © 2009 Alcatel-Lucent, d.r.
MS RUN - Bronze Pack Support work flow
RUN
ALE MS offer
Workflow and responsibilities description
End-customer
is the unique end-customer interface
and provides support level 1 to endcustomers.
 Support
level 1 consists in:
 answering
end-users questions, assists on
usage & functionality
Partner
organization
 Partner
Customer Care
Technical Support
Level 1 support
 Provide
assistance in basic system
administration and configuration for IT
manager
level 1 partner’s team is the unique
interface of ALE and provide problem details
on behalf of the end-customer
 Answering
End-user request (usage or
functionalities request) or config & admin
request is out of scope of ALE support
responsibilities.
10 | Titre de la présentation | Mois 2009
ALE
organization
 Support
Copyright © 2009 Alcatel-Lucent, d.r.
•Pricingdesk
MS Welcome
definition
Technical Support
Level 2 & 3 support
MS RUN - Silver Pack description
RUN
ALE MS offer
Partner duties
The services includes :

Remote management :


Support on Partner request – limited to X requests per products &
system size - troubleshooting to identify the solution to restore
the service, intervention to apply the solution or work order
preparation for on-site intervention.
Assistance on System configuration or administration assistance to
Partner’s Support L1 - Limited to X requests per products & system

Access for the IT manager to web knowledge database for the
products covered

Back-up of customer’s configuration for restoration in case of loss

On-site intervention, spare included
Parts delivery & replacement, Disposal/repair of defect part, CPU
ID change

Partner is the single end-customer
interface and has to provide the technical
support level 1 (or purchase an “helpdesk”
option). Support l1 is the only entity
authorized to log a request to ALE support.

Partner to confirm correct resolution after
intervention

Assistance on usage or functionalities (end-user request type)

Terminals maintenance
CONTRACT DURATION
Restoration
8h
Time frame
8 am – 5pm
Next Business Days
8 am – 5pm
Request
log
year, renewable
11 | Titre de la présentation | Mois 2009
Service SLA
Business days
The service doesn’t include :
1
Partner is responsible to warranty the
reliability of remote access to endcustomer’s system
Remote Move, Add and Change (eMAC)– limited to X.



Copyright © 2009 Alcatel-Lucent, d.r.
SLA mesure
Remote
restoration
or
Arrival on site
MS RUN - Silver Pack Support work flow
RUN
ALE MS offer
Workflow and responsibilities description
 Partner
is the unique end-customer interface
and provides support level 1 to endcustomers.
level 1 consists in:
 answering
end-users questions, assists on
usage functionality
 Provide
assistance in system administration
for IT manager
Partner
organization
 Support
End-customer
Customer Care
Level 1 support
Support Level 1
level 1 partner’s team is the unique
interface of ALE and provide problem details
on behalf of the end-customer
ALE
organization
 Support
 ALE
authorize limited requests on system
configuration or administration from from
partner’s Support L1
 Answering
End-user request (usage or
functionalities request) is out of scope of ALE
responsibilities.
12 | Titre de la présentation | Mois 2009
Copyright © 2009 Alcatel-Lucent, d.r.
•Pricingdesk
MS Welcome
definition
Technical Support
Level 2 & 3 support
MS RUN - Gold Pack description
RUN
ALE MS offer
Partner duties
The services includes :

Remote monitoring & management:

Event detection and proactive fault management

Support on Partner request – limited to X requests per products &
system size - troubleshooting to identify the solution to restore
the service, intervention to apply the solution or work order
preparation for on-site intervention.



Access for the IT manager to web knowledge database for the
products covered

Back-up of customer’s configuration for restoration in case of loss

On-site intervention, spare included

Partner is the end-customer interface to
register the request. ALE is the endcustomer interface to answer and close the
request.

Support L1 to confirm correct remote
access to his customer’s system after
intervention
Service SLA
Parts delivery & replacement, Disposal/repair of defect part, CPU
ID change
The service doesn’t include :

Assistance on usage or functionalities (end-user request type)

Terminals maintenance
CONTRACT DURATION
1
Partner has to provide the technical
support level 1 (or purchase an “helpdesk”
option). It is the only interface to log a
request to ALE support
Remote Move, Add and Change (eMAC)– limited to X.
Assistance on system configuration or administration assistance to
Partner’s Support L1 - limited to X requests per products & system
size - and direct answer to IT managers (via fixed bridge or chat
session) in English only.


Restoration
4h
Time frame
8 am – 5pm
4h
24h/7
SLA mesure
Remote
restoration
or
Arrival on site
Request
log
year, renewable
13 | Titre de la présentation | Mois 2009
Business days
Copyright © 2009 Alcatel-Lucent, d.r.
MS RUN - Gold Pack Support work flow
RUN
Partner has to provide the technical support level 1
(or purchase the option “IT manager helpdesk ”)

Support level 1 consists in:


answering end-users questions, assists on usage
functionality

Provide assistance in system administration for IT
manager
Partner is the end-customer interface to register the
request. ALE is the end-customer interface to answer
and close the request.

ALE authorize limited requests on system
configuration or administration from partner’s Support
L1 and provide direct answer to IT managers only. (in
english only). If not accepted by the end-customer
the answer will be provided to the L1 Support.

Answering End-user request (usage or functionalities
request) is out of scope of ALE responsibilities.
14 | Titre de la présentation | Mois 2009
End-user
Partner
organization

Alternative flow
ALE
organization
Workflow and responsibilities description
End-customer
organization
ALE MS offer
Copyright © 2009 Alcatel-Lucent, d.r.
IT manager
Customer Care
Support Level 1
Level 1 support
•Pricingdesk
MS Welcome
definition
Technical Support
Level 2 & 3 support
MS BUILD – Option description
BUILD
ALE MS offer
Description
Helpdesk
option
On-site
terminal
maintenance
Hardware addon installation
Software addon installation
15 | Titre de la présentation | Mois 2009
2
levels of helpdesk
 See
next slide for details
 Option
eligible for specific system (requiring terminal)
 This
option is required for the end-customer wishing to outsource the
physical terminal installation in case of failure
 This
option is required for the end-customer wishing to outsource the
physical hardware installation in case of add-on.
 This
option is required for the end-customer wishing to outsource the
software installation in case of add-on.
 Installation
will be done remotely or on site intervention if necessary.
Copyright © 2009 Alcatel-Lucent, d.r.
MS RUN – Helpdesk Options description
RUN
ALE MS offer
Level 1 provide by ALE
 Partner
IT manager
stays the unique end-customer
interface for 1st contact (check for
entitlement)
 ALE
Welcome desk
provides any level of support to endcustomers with a direct contact
 End-customer
is in direct touch with ALE
and provide problem description directly
ALE
organization
The service is limited to
•Pricingdesk
MS Welcome
definition
Technical
Support
Level 1, 2 & 3 support
End-users
IT manager
Welcome desk
(product related):
X end-user requests per year (defined per
products)
 X end-user requests per year (defined per
products)

CONTRACT DURATION
 Purchased
as an option to an annual
maintenance contract
 1 year, renewable
16 | Titre de la présentation | Mois 2009
End-customer
organization
 Support
Partner
organization
End-users
The services includes :
Full helpdesk option
Copyright © 2009 Alcatel-Lucent, d.r.
ALE
organization
Partner
organization
End-customer
organization
IT manager helpdesk
option
These option are intended to Partner who
does not want to invest in any Technical
Support on ALE products
•Pricingdesk
MS Welcome
definition
Technical
Support
Level 1, 2 & 3 support
ALE Managed Service offer allows the Carrier to outsource
majors tasks of a system maintenance & operations
RUN
List of activities for system maintenance and operations
Done by Carrier
or the endcustomer


Remote support L2
ALE can take the
full responsibility
of the maintenance
& operations on
behalf of the
Carrier
Remote support L3
Remote monitoring (Pro-active support)
Back-up management
If Gold
If Bronze
If Silver/Gold


On-site intervention
Spare management
Remote MAC
If Bronze
On-site terminal maintenance
IT manager helpdesk
End-user helpdesk
17 | Titre de la présentation | Mois 2009
Done by ALE
Copyright © 2009 Alcatel-Lucent, d.r.



If Silver/Gold
Option
Option
Option