Embed Size (px)
Citation preview
ii
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
1
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 email 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.
2
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 Support Description
Backline Support
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 Support Description
1. Critical Product is down, critically affects end user production
environment. No workaround available yet.
2. High Product is impaired, end user production up, but impacted. No
workaround yet.
3. Medium
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.
3
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.
4
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 Support Description
Backline Support
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 email 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.
5
End User Customer Impact Summary
Support Level Support Description
Priority Level 1
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.
6
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.
7
Palo Alto Palo Alto certified training courses are delivered by Westcon-Comstor Australia as needed.
Palo Alto 201
Palo Alto Networks Essentials 1 – 201
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 - 205
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.
8
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.
9
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 http://www.configtoorder.com
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 Description
WGOS-INT-CSC-CTOP-BE6KMD CTOP Config Services Medium Density
WGOS-INT-CSC-CTOP-BE6KHD CTOP Config Services High Density
10
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.
11
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.
12
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.
13
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 email summary to the customer.
14
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
15
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
Unpacking and benching of device and accessories
Installation of purchased line cards, power supplies and accessories
Power up test
Repacking and relabelling of device
Exclusions
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
Deliverables
Log file verifying built configuration
All cartons relabelling with details of device as configured
Advanced Staging
Inclusions
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
Exclusions
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
Deliverables
Log file verifying built configuration
A standard Excel file will be supplied recording part code, asset number, serial number, MAC address and date
16
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
17
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
Unpacking and benching of device and accessories
Installation of purchased line cards, power supplies and accessories
Power up test
Repacking and relabelling of device
Exclusions
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
Deliverables
Log file verifying built configuration
All cartons relabelling with details of device as configured Advanced Staging
Inclusions
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
Exclusions
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
Deliverables
Log file verifying built configuration
A standard Excel file will be supplied recording part code, asset number, serial number. MAC address and date
18
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.
19
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
20
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
