Service Delivery Center Life CycleSimplified Converged Unified Management
Vision & Mission StatementsVision : Netax will be Recognized as One of the Global Implementation Major in the Domain of Managed Services by the Year 2014.Mission : Comply to Requirements associated with Infrastructure, Physical and ICT ,Human Resources and Software Application Platform to Become an Advanced Managed Services Channel Partner Of Cisco - Q1 Of 2012. Offer Managed Services Infrastructure, Data Centre and NOC to the Channel Echo System of Cisco - Ready By January2012. Offer White Label Managed Services Portfolio to Partners - Ready By January2012. Create a High Quality Practices Environment While Engaging with Cisco, its Partners and Customers. State-Of-The-Art Application Development Centre - By the End Of November2012.
Road Map 20142014 20132013 20122012Year Year2014 2014 Cloud Infrastructure Centre & Cloud Gold Partner Centre of Excellence - With Global Services.2013 Master Managed Services Channel 2013 Extended Partner For Application Development & Partner Tier-3 Data Centre -Engineered For MSActivator Upgrades & New Versions - With Global Practices.2012 2012 Advanced Managed Services Channel Skill & Resources Infrastucture - Tier-2 Data Partner Centre -Powered By MSActivator - BusinessYear Year Creation
Life Cycle Management Security Deploy Networking VoIP Manage Provisioning and Test Improve CPE DeploymentCreation - MonitorCustomer Sites andDevices Respond Monitoring Reporting
: Delivery Process NETAX SDC Partner • Account Ownership • Sales & Marketing Customer • Self Care Portal • Support Requests with Partner
Service Delivery Center (SDC)• Netax SDC enables expansion of your technical delivery capabilities with geographical coverage.• Enables deployment of projects that are multi- technology and multi-locational thereby enabling you to offer high quality support to customers.
Key Benefits: Low Sign up Cost. Zero Risk Implementation -‘Pay as You Go’ Model. Easy to Deploy and Scale. No Hardware and Software Procurement. Increased Customer Satisfaction with an Accelerated GTM Activation Comprehensive Protection & Enablement to Meet Regulatory Compliance Mandates at Affordable Prices. Contain or Reduce Support Costs & Optimize In House Technical Efficiencies. New Business Opportunities-Increased Revenues. Create New and Recurring Revenue Streams and Increase Profitability. Operational Scale Up without adding Additional Resources or Infrastructure. Increased Average Revenue Per Customer with Add on Services. Total Account Ownership. Proactive Issue Resolution. Private Labeled and Co-Branded. Advanced Sales, Technical Support Tools and Training. Accelerated readiness- Day 1 billing.
SDC Features: 24 X 7 X 365 Accessible Infrastructure. Round the Clock Pro-active Monitoring and Escalation . Customer Self Care Portal for Enhanced Customer Experience. Real Time Dashboards Providing Availability-Threats-Geographical Statistics. Real Time Automated Service and Device Status Alerts Including Top Level. Management and Monitoring Network Security VOIP and Virtualized Environment. Customizable SLA’s , Reports, Business Dash Boards. Asset Management and Audits. India Based Service Delivery Center, Flexible Hours of Coverage. Centralized Management with Intuitive GUI. Multi-tenant Portal Infrastructure. Level 01 Call handling Trouble Shooting and Login. Level 02 Additional Trouble Shooting, Remote Remediation and Escalation( If Required).
Customer Support Services •24X7X365 Level 1 •Complete Incident Management Service Desk •Access via Voice / Web / IM / Email •CPE Deployment Level 2 •Service Availibity of Field Engineer Field Services •CAM, Spares, Parts •Flexible service models (onsite technical staff, Level 3 remote service desk, 24x7 on call) Onsite Services •Customer Self-Care Portal •Proactive CPE & Service Management Level 4 •Remote ExpertsRemote Operations •On-going improvement
: Service Service Delivery Scenarios - Tiered Delivery Scenario – Tiered Integrator Service Service fulfillment fulfillment partner Config management Event management ISP #1 Customer ISP Backbone Network ISP #2Service ProviderService Management Customer Self-ServiceIntegrator Service Reporting, Monitoringmanagement 11
Operator Portal CapabilitiesSP Operator Portalo Unified View .o Branded & Cobrandedo Virtual Walls Between Customers Assure Confidentiality Consolidated Views: Risk Score, Alerts, Topo On Demand Services Ten Events, Virus & Compliance Statuso Information Sharing between SP & customerso Knowledge baseo Map View & Real-time threat dashboardo Optional Forensic & Analyasiso Detailed Reporting Events View: Customized view based on need. More focused approached: Online Events & Forensic view
End Customer Self Service CapabilitiesCustomer Care Portalo Self-care, Role Based Delegationo Real Time dashboardo Map View, Network topology informationo Asset Managemento Detailed Reports Global Threats: Shows end customer threats in their network globally & status of the threat Incident Dashboard: Shows end customer the status and prioritization of all incidents