Your Technology Is Connected. Are You?
Your technology doesn’t exist in a vacuum. Welcome to the networked and
interconnected technology ecosystem where your products and services rely
on products and services made by other companies.
For technologies to work together, the teams that support those technologies
need to work together too. So, how do companies in a competitive world retool
for cooperation? With TSANet they don’t have to. We’ve already done it for
you.
When you join TSANet, you become part of the world’s largest cooperative
support community with all the legal and procedural policies in place to
engage with any other TSANet member. That means your end users get the best
experience with your technical support team and your products and services.
With TSANet, there’s no reason to ever waste valuable time
developing individual cooperative service agreements
again.
•2
Reasons to Believe
Our Community
Our Proven Model
Our Members
•3
Our Community
A vendor-neutral global-support-community where companies work together to
support customers more effectively.
The world’s largest multivendor technical support community.
The fast-track to multi-vendor collaboration since 1993.
It’s not just about support, it’s also about customer retention.
•
Happier customers
•
Lower costs
Member
Customer
•4
Member
Our Value
Your technical support staff won’t have to be detectives.
•
They can quickly engage with expert support personnel at other
member organizations to provide shared customers the help and
answers they need.
Your membership to TSANet can pay for itself with a single use.
• The hours you’ll save providing cross-company support far exceed the
cost of TSANet membership.
Membership just makes sense.
• It’s faster and easier than creating a single cooperative service
agreement on your own.
• Members are obligated to work together to isolate
and/or resolve common Mutual Customer support
issues.
• You can keep your existing cooperative service agreements
in place and have the option to host them using TSANet
infrastructure.
•5
Our Proven Model
We’ve been providing a collaborative support infrastructure since 1993.
Our experience puts us in a unique position to help you provide a better
support experience for your customers.
We’ve already created the legal agreements that meet our members
needs. There’s no need to create your own agreements.
Our support portal provides your technical support staff with the most
current information on who to contact and what information to provide.
•
To ensure accuracy, members update their support process every 90 days.
We are a vendor-neutral, not-for-profit organization that puts your
interests first.
•6
•
Every member of TSANet has the ability to work with other members in a fair,
open and interactive environment that doesn’t favor one company over
another.
•
We provide impartial assistance for conflict resolution between members.
Our Established Framework
Some of the world’s largest technology companies trust our vendor-neutral
model to set-up custom groups with their partners.
• Enables consistent support across distribution channels.
As our membership grows, so does your ability to provide cooperative
support with other technology and communications companies.
•7
Member Relationship Levels
Group Relationship Structure
Basic
•8
•
Engagement and support between
multiple TSANet members.
•
Access to other members world-wide .
•
Member defines support hours of
operation.
•
Next business day response for priority
one issues.
•
Unlimited callers per region.
•
Single point of escalation.
•
Member defines how they will
engage on mutual customer
issues.
Member Relationship Levels
Group Relationship Structure
Premium
Basic
•9
•
Includes all benefits of a Basic
membership.
•
Broadens world-wide member
support with 24x7x365 access.
•
Defined response
commitment (SLOs)
based on industry
standard definitions of
Severity 1, 2, and 3.
Membership Levels
Limited
•10
Affiliate
Basic
Premium
Membership Levels
$500 Per Year
• Participation in a single one-to-one
relationship with a Host company.
Limited
•11
• The relationship is administered
entirely by the host company.
Membership Levels
$1,500 Per Year
Affiliate
• Participation in two one-to-one relationships with Host
companies leveraging Basic and/or Premium level TSANet
administration terms and conditions.
• Membership recognition and listing on the TSANet website.
• Joint promotion of TSANet.
• Account Management and onboarding assistance and training.
•12
Membership Levels
$2,500 Per Year
• Participation in the Basic many-to-many group relationship.
Basic
• Ability to participate in and host additional relationships
such as an Affiliate Program or Custom Group.
• Consulting services for hosting and implementing your
relationship ecosystem.
• Creation of customized support portals for partners.
• Membership recognition and listing on the TSANet
website.
• Joint Promotion of TSANet.
•13
Membership Levels
$5,000 Per Year
Premium
•14
•
Participation in the Premium/Mission Critical many-to-many
group relationship.
•
Participation in the Basic many-to-many group relationship.
•
Ability to participate in and host additional relationships such as
an Affiliate Program or Custom Group.
•
Consulting services for hosting and implementing your
relationship ecosystem.
•
Creation of customized support portals for partners.
•
Membership recognition and listing on the TSANet website.
•
Joint Promotion of TSANet.
Limited
Affiliate
Basic
Premium
$500
$1,500
$2,500
$5,000
Participation in a single one-to-one relationship with a Host company (The
relationship is administered entirely by the host company)
Participation in up to two one-to-one relationships with a Host company,
leveraging Basic and/or Premium level TSANet relationship terms and
conditions
Joint promotion of TSANet (use of logo, PR/Marketing) and member
recognition with listing on the TSANet website
Engagement and support between multiple TSANet members
Participation in the Basic many-to-many group relationship
Ability to participate in and host additional relationships such as an Affiliate
Program or Custom Group
TSANet consulting services for hosting and implementing your relationship
ecosystem
Creation of customized support portals for partners
Access to multiple members worldwide
Engagement requires a mutual customer
Unlimited callers per region
Defined response commitment (SLOs) based on industry standard definitions
for Severity level 1
Ability to nominate company for Director's seat (Global Membership Only)
Expanded response commitment (SLOs) based on industry standard definitions
for Severity levels, 2, and 3
Participation in the Premium/Mission Critical many-to-many group relationship
Increased world-wide member support with 24x7x365 access (Mutual customer
must have 24x7 support contract)
ANNUAL COST
•15
Membership Terminology
Regional / Global Membership (applies to Basic and Premium Member levels)
TSANet is a global structure. Members who join into either a single
region or multiple regions enjoy global benefits.
•
Members may call other members worldwide.
•
Members may direct other members to worldwide support
centers.
•
Members may only place calls “from” worldwide regions where
they maintain a TSANet membership (staff located outside of
your membership region may not leverage your TSANet
membership.)
TSANet Regions
•16
•
Americas
•
EMEA
•
APAC
Membership Terminology
Hosted Groups
Use TSANet’s proven model to set up custom support
groups between you and the technology resellers
and partners that you choose.
•17
•
Use our proven legal framework and
methodology to quickly establish custom
cooperative service agreements between
you and one other company or multiple
companies.
•
Ensures that all your partners have the tools
in place to effectively support customers
that use your products or services.
•
Provides a scalable solution for quickly
establishing cooperative service
agreements.
•
Hosted groups can be kept confidential.
Membership Terminology
Affiliates
Affiliates join TSANet as part of a partner program set up by a Host member
company.
•18
•
Joining as an Affiliate costs significantly less than full membership.
•
The Affiliate Program provides a platform for cooperative support between the
affiliate company and one full-member company.
Find out more at… www.tsanet.org