Deal Support Overview
Pre-Sales and Post Sales Deal Support
Process Overview
Pre-sales Deal Support
Request
What is a Pre-sales Deal Support Request?
• A Deal Support request is a SFDC form sales fills out and sends to the Impact
Assessment Team (IAT) when a non-standard configuration is requested by a
customer.
• A Deal Support request is required when adding or substituting any nonstandard items.
• Provides for a cross functional review to determine the impact and
requirements of making the requested change.
Deal Support Pre-sales Ticket Types
Record Type Name
Description
T2/Modified Vblock
Assistance and approval for modifications to standard
configurations including roadmap items
T3/Custom Solution
Assistance and approval for custom solutions which are beyond
existing roadmap or require significant investment
FCOP/FCSP
Requests for early orderability or be considered for First Customer
Order/Ship Program.
Pre-Approved Request
Requests for Tier 2 items which are common and have been preapproved for us
Why is a Deal Support Request important ?
• Allows for the rapid review and appropriate approval of non-standard additions or
substitutions to meet customer requirements.
• The additional review and visibility ensure that Dell EMC is able to meet and/or
manage customer expectations with regards to the lead time, supportability and
cost for anything which is considered non-standard
• Increases early visibility and documentation of potential non-standard additions or
substitutions.
• Provides Sales with feedback to manage customer expectations and redirect to other
solutions if appropriate
• Accommodates customer innovation requests to make Dell EMC solutions better
How we track DS/IA tickets
• The tickets are tracked via the IAT Admin queues.
• Whomever is currently working on a particular ticket will
work it to its completion.
• If an IAT admin is out of office the ticket will be picked up
and worked by a colleague.
Impact Assessment Team Structure
IA Admin Team
IA Technical Review Team
EXTENDED TEAM
CORE TEAM
IAT Admins
Support
Logical Build
Product Management
Engineering
Professional
Services
Vision Team
Manufacturing
QA
VscaleTeam
High Level Overview of Deal Support Process
Flow
• Customer requests a nonstandard configuration
IAT Admins create final
response summary of risks,
recommendations and
support impact
VArchitect creates a Deal
Support ticket for the
request in Salesforce
IAT Admins receive, prep &
send out the request to the
IAT Review Team
Cross Functional IAT Review
Team members provide their
individual feedback
IAT Admins assign ticket
back to Account Team for
final approval
Account Team inform the
Customer of
recommendations of the
Impact Assessment
Customer uses the feedback to
assist them to make a decision
whether to proceed their
requested non-standard
configuration
Post Close Deal Support
Request
What is a Post Sales Deal Support Request and
why is it important ?
Requests for modifications to be made during and post D&I, but after a Deal has
closed. System is out in field.
A Post Close request is a request from sales to the Impact Assessment Team ( IAT)
for some type of upgrade (typically RCM) to be done onsite.
Cross functional review is done to determine the impact and requirements
needed to move forward with the requested upgrade etc.
Why is this Important?: It allows us to proceed in getting the customer to what level
of RCM/Support that is currently needed. And allows for customer satisfaction.