seqrite bcs - proactive and customized support for business enterprise

1/14/2016

Seqrite Business Critical Services

Seqrite BCS – Proactive & Customized Support for Business Enterprises

© 2016 Quick Heal Technologies Ltd.

1/14/2016

Agenda

What is Seqrite Business Critical Services

Technical Support Overview

Benefits of Seqrite Business Critical Services (BCS)

BCS Customer Service Level Goals

Escalation Management under BCS

BCS Accounts Team.

ROI and Value Drivers of BCS.


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Business Critical Services (BCS)

Business Critical Services

Our highest level of protection designed to simplify post sales support by providing personalized and proactive support from technical experts for enterprises that require secure and uninterrupted access to their data and applications. BCS services deliver more than just break fix on issue reported by you.

Product-specific technical service is delivered by a TAM (Technical Account Manager) who understands your business needs. TAM is exclusive to BCS Customers and is further backed up by a team of Advanced Incident Response Engineers (IRT) who are part of the R&D function. This enables rapid issue diagnosis and quicker problem resolution.

TAM performs periodic Account Reviews and Strategic Account Planning which reduces risks and improves the stability and reliability of your IT infrastructure.


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Seqrite Technical Support Overview

Customer Entry Level 1 (L1) Support

Case Logging, Perform basic troubleshooting, Escalate to L2 Support

Work on L1 escalated case, provide solution

or Escalate the case to Core Support

Level 2 (L2) Support

Business Critical

Customer Entry

Research all possible scenarios, provide solution or

Escalate to IRT team (R&D Team)

BCS & IRT (R&D)

Trap or Debug Source Code,

provide solution , Work with Engineering

Engineering

Fix Product Bugs

Core Support


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Benefits of Business Critical Services

Personal

• Technical Account Manager who is a Single point of contact for any requirement and is available 24 *7 *365

• Can arrange proactive services to help tune or optimize customer deployments

• Provides reporting, meetings and ownership of escalations

Proactive

• Periodic account reviews

• Total Assurance Service which includes Configuration & Environment Health checkup

• Upgrade Assistance

• Disaster Recovery planning and testing review

• Knowledge Transfer and Customized TOI.

Responsive

• Highest response service levels.

• On-site technical assistance during emergency situations.

• Your trusted security advisor


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Technical Account Manager


Proactive Engagement

Single point of contact

with Advanced Expertise

Customer Advocate Exclusive

to BCS


• Assigned Technical resource exclusive to BCS

• Technology specific single point of contact to manage customer’s support experience

• Provides proactive & reactive services

• A shared resource, who is also assigned to other accounts

• 7:1 TAM coverage


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Technical Account Manager (TAM) Roles & Deliverables


Single Point of Contact Available 24x7 – Your trusted security advisor and your true customer advocate for any technical/non technical assistance post-sales

Alert Notification, Response and Escalation management of all critical support cases

Align Seqrite efforts with projects to help meet customer objectives

Provide quarterly or half yearly performance metrics depending your contract

Host regular meetings to review case status and customer projects

Facilitate on-site resources for proactive and reactive technical services

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BCS Customer Support SLG

Severity Level Status Support Target Response

Time

Severity 1

(Emergency)

System down or product inoperative,

condition that impacts your business

critical operations

Within 15 minutes

Severity 2

(Critical)

Severely affects or restricts major

functionality Within 2 hours

Severity 3

(Major)

Issue with no major effect on business

systems Within 6 business hours

Severity 4

(Minor)

Minor Issue, How to do? With no major

effect on business system Within next business day


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Escalation Management

• While BCS strives to provide “best of breed” support, occasionally an escalation may be required.

• Your Technical Account Manager (TAM) will assist in engaging the required technical resources and ensure appropriate management visibility on your issue.

• Notify your TAM of any management reporting requirements.

• Escalations can be initiated by anyone.

Customer

Technical Support Engineer

TAM

• Reach out to your BCS Escalation Manager if required.


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Your BCS Account Team

Technical Account Manager Rahul Bxxxx

Email: [email protected] Mobile: +91 932 570 XXXX

Technical Account Manager (Backup) NAME


Sales Account Manager NAME


BCS Escalation Manager NAME


Sales Country Director NAME



mailto:[email protected]





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Enable better use of your IT staff time by allowing them to focus on strategic projects instead of problem resolution. This leads to increased productivity.

Proactive Security Planning and reduced risks through our list of Proactive services tailor made to meet your Organizational objectives.

Minimize downtime by identifying potential issues before they impact performance.

Maximize the return from your technology investment with best practices implementation.

ROI and Value Drivers of BCS


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Speed issue resolution with priority access to our R&D Function.

Deploy new systems move efficiently.

Onsite assistance by Technical Account Manager during emergency situations.

Post issue, you’ll have root cause analysis for continual improvement.

Deliver the best end user experience and improve client satisfaction by having fewer future support problems.

ROI and Value Drivers of BCS


1/14/2016 © 2016 Quick Heal Technologies Ltd.

Write to us at:

[email protected]

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Twitter: www.twitter.com/seqrite

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YouTube: http://bit.ly/SeqriteYouTube

Visit us: Website: www.seqrite.com

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1/14/2016

Let’s make it Interactive


1/14/2016


Thank You

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