TSANetTSANet

The Industry Infrastructure for The Industry Infrastructure for Multivendor SupportMultivendor Support

Dennis SmeltzerPresident, TSANet, Inc.

TSANet TSANet

The Industry’s Best Kept Secret?The Industry’s Best Kept Secret?– Established in 1993 as Not-For-Profit / Vendor- NeutralEstablished in 1993 as Not-For-Profit / Vendor- Neutral– Over 200 Members WorldwideOver 200 Members Worldwide– Used to Solve Hundreds of Multivendor ProblemsUsed to Solve Hundreds of Multivendor Problems– Saved Thousands in Sales and Lost Revenue for Saved Thousands in Sales and Lost Revenue for

MembersMembers Why isn’t it better known?Why isn’t it better known?

– Behind the Scenes ProcessBehind the Scenes Process Customers rarely know TSANet is being usedCustomers rarely know TSANet is being used Members don’t promote problem solvingMembers don’t promote problem solving Intranet Links can Provide a Path of Least Resistance but Intranet Links can Provide a Path of Least Resistance but

name recognition is not a priorityname recognition is not a priority– Call Volumes are low to begin withCall Volumes are low to begin with

Last ditch effort … call the other guy for helpLast ditch effort … call the other guy for help Easier to Push the Customer off … “especially when I get Easier to Push the Customer off … “especially when I get

reviewed based on call closure”reviewed based on call closure” Failure to emphasize processes for TSANet or any other Failure to emphasize processes for TSANet or any other

CSAs CSAs

What is TSANet?What is TSANet?

TSANet is an INFRASTRUCTURETSANet is an INFRASTRUCTURE– Legal (Industry Standard Language)Legal (Industry Standard Language)– Tactical (Simple Database for “everyone” to store process instructionsTactical (Simple Database for “everyone” to store process instructions

Technical Support Alliance NetworkTechnical Support Alliance Network– Vendor-NeutralVendor-Neutral– Not-For-ProfitNot-For-Profit– Members WorldwideMembers Worldwide– Most Major IT Vendors ParticipateMost Major IT Vendors Participate

Provides Support Personnel a Mechanism to Collaborate with Provides Support Personnel a Mechanism to Collaborate with other Partnersother Partners– Member to Member Portal Member to Member Portal

Via our Intranet or Direct to TSANet Portal Via our Intranet or Direct to TSANet Portal www.tsanet.orgwww.tsanet.org Members Post Process and Escalation Documents for other Members in the TSANet Members Post Process and Escalation Documents for other Members in the TSANet

web siteweb site Contact is typically made via phone or email via each members’ posted processContact is typically made via phone or email via each members’ posted process

– TSANet is NOT a 3TSANet is NOT a 3rdrd Party -- Contact is made direct between other Party -- Contact is made direct between other Partner/MemberPartner/Member

TSANet Community TSANet Community ModelModel

The TSANet Structure allows members The TSANet Structure allows members to create two types of relationshipsto create two types of relationships– Open GroupsOpen Groups

Many to Many type relationshipMany to Many type relationship SLAs vary per relationshipSLAs vary per relationship

– Closed Groups (Customized)Closed Groups (Customized) Many to ManyMany to Many One to ManyOne to Many One to OneOne to One

TSANet ModelTSANet ModelTraditional TSANet Model

Many-to-ManyClosed Group Option

One-to-Many

One-to-One

Standard (Classic) Standard (Classic) TSANetTSANetOpen Group RelationshipOpen Group Relationship

Standard TSANet or Classic TSANetStandard TSANet or Classic TSANet– Largest Membership (400 support centers)Largest Membership (400 support centers)– Best Effort (No SLA but quick response)Best Effort (No SLA but quick response)– Single Point of Escalation to Program Single Point of Escalation to Program

Manager on SiteManager on Site– Member Defines Mutual Customer (e.g. Member Defines Mutual Customer (e.g.

Support Agreement Required, Products Support Agreement Required, Products Supported, etc.)Supported, etc.)

– Limited Number of Callers have access to Limited Number of Callers have access to Place CallsPlace Calls

Mission Critical Mission Critical Customer (MCC)Customer (MCC)

Common Elements of MCCCommon Elements of MCC– Many to Many type relationship Many to Many type relationship – Mutual (End-User) Customer must have Mutual (End-User) Customer must have

24/7/365 contract with member being called24/7/365 contract with member being called– Members agree to work to Isolation and/or Members agree to work to Isolation and/or

ResolutionResolution– Must involve Post Sales Products in the FieldMust involve Post Sales Products in the Field– Member can use TSANet as a Vendor-Neutral Member can use TSANet as a Vendor-Neutral

Escalation PointEscalation Point

Mission Critical Mission Critical Customer Customer (MCC)(MCC) Open Group Open Group RelationshipRelationship MCC ElementsMCC Elements

– Requires 24/7/365Requires 24/7/365– Requires 24/7/365 EscalationRequires 24/7/365 Escalation– Mutual Customer Must have 24/7/365 ContractMutual Customer Must have 24/7/365 Contract

Information about what is required to identify Information about what is required to identify customer is located in the database (You will customer is located in the database (You will need to get this information from the customer)need to get this information from the customer)

Contact Procedures are posted in the databaseContact Procedures are posted in the database– Response TimesResponse Times

2 Hour Response in P-1 (Severe)2 Hour Response in P-1 (Severe) 4 Hour Response in P-24 Hour Response in P-2 Next Day Business Day for P-3Next Day Business Day for P-3

– Unlimited Callers have access*Unlimited Callers have access*

• Must be member of TSANet in a specific Global Region to Place Calls

Customized / Closed Customized / Closed GroupsGroups Typically utilize the TSANet Standard Typically utilize the TSANet Standard

languagelanguage Use the TSANet Database / Web site as the Use the TSANet Database / Web site as the

single point for storing and updating single point for storing and updating contact / process documentscontact / process documents

Member’s will “host” the relationship and Member’s will “host” the relationship and choose Participants and support elements of choose Participants and support elements of the relationshipthe relationship

Can be formed asCan be formed as– Many to ManyMany to Many– One to ManyOne to Many– One to OneOne to One

GlobalizationGlobalization

Formerly Formerly TwoTwo Separate Companies Separate Companies– TSANet, Inc.TSANet, Inc.

Americas / APAC Americas / APAC – TSANet Europe, Ltd.TSANet Europe, Ltd.

EMEAEMEA TwoTwo

– Sets of PaperworkSets of Paperwork– Boards / LeadershipBoards / Leadership– Operations / PricingOperations / Pricing

Global Company Global Company – One One

Direction (Mission)Direction (Mission) Leadership (Global Board)Leadership (Global Board) Operations (Global Staff)Operations (Global Staff) Members (Global Input)Members (Global Input)

New Open Group New Open Group RelationshipRelationship ObjectiveObjective

– Create a “Direct” mechanism for Create a “Direct” mechanism for Senior-level Code Engineers to Senior-level Code Engineers to collaborate within the industry.collaborate within the industry.

What is the problem?What is the problem?

– Collaboration between high-level engineers happens but typically Collaboration between high-level engineers happens but typically takes place as a last resort and after days of customer finger-takes place as a last resort and after days of customer finger-pointing and internal escalationspointing and internal escalations

Calls internally must be escalated to the correct level of engineering Calls internally must be escalated to the correct level of engineering which is typically not a timely process.which is typically not a timely process.

The mechanism for code de-bugging engineers to collaborate at an The mechanism for code de-bugging engineers to collaborate at an Industry level is a behind the scenes process and usually takes the form Industry level is a behind the scenes process and usually takes the form of a business card relationships. These relationships are vulnerable and of a business card relationships. These relationships are vulnerable and not accounted for. not accounted for.

Once high-level engineering is involved, inviting another partner/vendor Once high-level engineering is involved, inviting another partner/vendor means starting the problem resolution process all over again. At times, means starting the problem resolution process all over again. At times, this process is better accomplished by an upset customer who can get a this process is better accomplished by an upset customer who can get a call escalated more rapidly.call escalated more rapidly.

– Customer satisfaction can deteriorate rapidly when confronted with Customer satisfaction can deteriorate rapidly when confronted with the industry’s inability to get their paid suppliers togetherthe industry’s inability to get their paid suppliers together

Customers’ experience the same level of frustration as engineers Customers’ experience the same level of frustration as engineers experience when engagement of like resources at another company takes experience when engagement of like resources at another company takes the course of starting all over again. Thus, finger-pointing can and does the course of starting all over again. Thus, finger-pointing can and does occur. occur.

Senior Engineers can move rapidly to resolution once the correct level is Senior Engineers can move rapidly to resolution once the correct level is engaged increasing customer satisfactionengaged increasing customer satisfaction

Entitlement is not the issue is most cases. These are high-level paying Entitlement is not the issue is most cases. These are high-level paying customerscustomers

What will this solve?What will this solve?

Establishes a quick, vendor-neutral easy to implement Establishes a quick, vendor-neutral easy to implement process for engagement of senior-level, code process for engagement of senior-level, code debugging engineers throughout the industry. debugging engineers throughout the industry.

Establishes criteria Establishes criteria – For the Engineers who use itFor the Engineers who use it– When the process should be usedWhen the process should be used

Obligates the industry to work on behalf of qualified Obligates the industry to work on behalf of qualified Mutual Customers but establishes criteria for Mutual Customers but establishes criteria for disengagement should common, mutually agreed disengagement should common, mutually agreed principals not be in place principals not be in place

Keeps the customer informed but out of the escalation Keeps the customer informed but out of the escalation and finger-pointing process between membersand finger-pointing process between members

Formalizes the process and establishes an industry Formalizes the process and establishes an industry standard mechanism already in placestandard mechanism already in place

Implemented at little or no cost for most membersImplemented at little or no cost for most members

What are the obstacles What are the obstacles / hurdles?/ hurdles? Industry Definition of “Terms and Industry Definition of “Terms and

Procedures”Procedures” Customer EntitlementCustomer Entitlement Who, When and How can Who, When and How can

someone “Push the Button”someone “Push the Button” What is the ROI and is it What is the ROI and is it

Tangible?Tangible?

Industry Input Needed Industry Input Needed to define scopeto define scope Define when the relationship can be invoked Define when the relationship can be invoked

– Problem solved by Sr. Level Engineers with access to Code?Problem solved by Sr. Level Engineers with access to Code? Define Sr. Level Engineers (Outbound Process)Define Sr. Level Engineers (Outbound Process)

– The agreement will allow only “named” qualified engineers to The agreement will allow only “named” qualified engineers to engage engage

Define what is acceptable process for receiving a call Define what is acceptable process for receiving a call (Inbound)(Inbound)– To what levelTo what level

Process or Named Callers Process or Named Callers – Customer EntitlementCustomer Entitlement

EngagementEngagement DisengagementDisengagement Certified PlatformsCertified Platforms

– Response Time CriteriaResponse Time Criteria Response Time and Definitions Response Time and Definitions 24/7/36524/7/365

Short Call Process Short Call Process ExampleExample

Problem Identified and Escalated InternallyCustomer Entitled

Problem Verified

Qualified Engineer Determines Engagement with other vendornecessary

Pre-Post Customer Entitlement?Process to Engage?Customer Involvement?Non-Disclosure Necessary?

Collaboration OccursCall Ownership?Who informs who/ when?Call Closure?

Steps to Steps to Implementation Implementation Obtain interest in moving forwardObtain interest in moving forward

– TSANet Global Board Meeting – CompleteTSANet Global Board Meeting – Complete Obtain interest and commitment of time from industry Obtain interest and commitment of time from industry

in pursuing in pursuing Identify Working Group and Initial ParticipantsIdentify Working Group and Initial Participants Define Scope of Relationship using Industry Templates Define Scope of Relationship using Industry Templates

and Database (TSANet)and Database (TSANet) Management ApprovalManagement Approval Legal Input and FeedbackLegal Input and Feedback Process TemplatesProcess Templates Beta TestingBeta Testing Release to Membership and PressRelease to Membership and Press