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Technology and Interoperability

Today’s Reality Fast-paced, shorter product development cycles Plethora of bundled solutions

• Exponential growth in partnerships• 2-way, 3-way and n-way partnerships

High, and rising, user expectations of interoperability

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Multi-Vendor Technology Support

• Ramifications‣ Increasing interoperability issues‣ Evolving requirements for support collaboration‣ Legal and management processes for a CSA

• Outlive the market viability of many technology bundles• Integrate processes anew every time• Cost too much• Hopelessly unscalable

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The Answer: TSANet

• The original multi-vendor support network‣ Consistently delivering value since 1993

• Fundamental value proposition‣ Help members support mutual customers

• Core set of long-term members‣ Proven collaborative processes

• Interoperability support framework & structure‣ Versatile support relationship models‣ Ready-to-use scalable, effective operational infrastructure

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If TSANet Didn’t Exist

• Individual CSAs Unsustainable‣ High customer finger pointing risk‣ Complexity requires reinventing wheel every time‣ Involve lengthy, costly legal reviews‣ Prone to error and unintended consequences‣ Do not benefit from network effects ‣ Must be operationalized

• Requires creating infrastructure outside parties• Constantly adapting to dynamically changing needs

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Why Use TSANet?

• Interoperability’s most trusted name• Relieve customers from finger pointing• Operationalize partner support • Leverage proven infrastructure• Requires no new headcount• Quick start with minimal effort• Positive ROI on first call

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• Database of global support contacts• Inbound support procedures by company• Database of global escalation managers• Industry Code of Conduct for support• Escalation management

Only From TSANet

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• Expanding relationships• Continuously maintained process, contact

info‣ No work needed when info changes

• Changes disseminated instantly• No contract required when new members join• No need to terminate relationships• TSANet is vendor neutral, not-for-profit

Only From TSANet

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• Support Relationships‣ Access

• Open • Custom

‣ Service Level• Basic 8-5• Mission Critical 24x7

‣ Partner Program Support• TSANet paper + TSANet infrastructure• Member paper + TSANet infrastructure

Only From TSANet

© 2012 All Rights Reserved.

• Multi-vendor Support Help Desk• Multi-vendor Support Training• Multi-vendor Support Ombudsman• Member-to-Member Chat (2012)

Only From TSANet

Find out more at… www.tsanet.org