sirprs_maintenance services client overview_0315
TRANSCRIPT
04/18/2023 www.siriuscom.com 1
Sirius Maintenance ServicesOverview
Date
Sirius Maintenance Services SpecialistSirius Computer Solutions
www.siriuscom.com April 18, 2023 2
Sirius Maintenance ServicesDecrease time & money spent on maintaining IT hardware & software Cost of downtime by
percentage:
Sirius Maintenance Services help you save money, decrease risk by minimizing the amount of time and money spent maintaining technology equipment and software licenses.
What you see on the surface isn’t
always the complete picture – The importance of
maintenance & support
79%
21%People & Process Errors
Sirius Maintenance Services offers: – Single point of contact– A single, secure online
repository– Assurance that all
equipment intended to be covered by maintenance is accurate and up-to-date.
– Flexibility to add, change and remove equipment efficiently.
– Powered by our proprietary, award- winning SMART (Sirius Maintenance and renewal tracking) portal, our Sirius Maintenance Services Solutions provide our clients the ability to reduce, reduce risk, and reduced critical downtime.
– Hardware is more resilient than ever before – however – unplanned downtime has increased by 50% in the past five years.
– Standard hardware maintenance services will address 21% of failures.
– Only proactive services can begin to address the other 79%
www.siriuscom.com April 18, 2023 3
Sirius Industry Recognition
Cisco• Cisco Gold Partner• Master Managed Services Partner• Master Security Partner• Master Unified Communications Partner • 2013 Cisco Geographical Region Award
for Architectural Excellence – Data Center • Dedicated Smartnet Totalcare Support
team, both Sales and Engineers, providing unique implementation and deployment solutions
Industry Recognition• 2014 Top 50 on CRN Solution Provider
500 list• 2014 CRN Managed Service Provider
Elite 150 on Managed Service Provider 500 list
• 2013 & 2012 CRN Tech 250• 2013 CRN Fast Growth 100 list• Sirius executive Marjorie Wermuth
featured on CRN Women in the Channel
CommVault• CommVault Platinum Partner
Dell• Dell PartnerDirect Premier Partner
EMC• EMC Signature Solution Provider• Fastest partner to achieve Signature
status
Hitachi• Hitachi TrueNorth Platinum Partner
HP• HP Platinum Partner – Converged
Infrastructure• HP Specialist Partner:
⁻ Virtualization Elite⁻ Enterprise Storage Elite⁻ Networking Elite⁻ HP HPSS Preferred Partner⁻ HP Partner in Excellence Award for Tech
Svcs
NetApp• NetApp Star Partner• FlexPod Premier Partner• Top 5 National Partner• Top 5 Healthcare Partner• Top 5 SLED Partner
Red Hat• Red Hat Premier Business Partner• 2013 Red Hat Commercial Partner of the
Year
VMware• VMware Premier Solutions Provider
IBMBeacon Awards• 2015 IBM Beacon Award WINNER in
the category of Outstanding Technical Support Services
• Inaugural IBM Beacon Laureate Award Winner: Overall Technical Vitality (2012–2016)
• First Partner to achieve IBM TSS Sales Leadership Initiative
• 13 IBM TSS Level One and Two Certifications
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Maintenance Services – What Does It Mean?
Sirius’ maintenance practice focuses on:•Hardware and software contract management •Warranty and maintenance coverage management•Inventory and service level management•Software license contract management
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Client’s Common Issues & Concerns
Resulting Problems: Equipment has fallen off
warranty Paying maintenance on
equipment that has been taken out of productive use
Contractual coverage doesn’t match perceived coverage
Client’s aren’t taking advantage of the most cost effective agreements to maintain installed equipment
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Our Focused Approach
•People - Sirius has a dedicated staff to support our clients that understand all aspects of maintenance needs.
•Process - Sirius has a proven process for tracking installed equipment, warranty exits and existing contract expirations.
•Technology – Our proprietary Online Portal, SMART (Sirius maintenance and renewal tracking) is truly unique in the industry.
People
Process
Sirius Maintena
nce Mgmt
Technology
Do You Know What’s Included in Your Base Warranty?
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Or more importantly – what’s not? Base Hardware warranty: Is your equipment being covered 7x24 Onsite? Most manufacturers are providing warranty at 9x5 next business day response. Is that adequate?
Software Support: Is software included in your new solution? If yes – Is support available 7x24? Is it live support – or up to a four hour call back? Are you connected with live technical resources who know your account?
“How do I” Questions: For new storage and x86 based solutions; are product usage questions covered in your base support?
Proactive/Enhanced Problem Resolution: What is your hourly cost to the business for unplanned downtime? Are you aware of the Proactive/Enhanced Services available to help reduce downtime and unplanned outages?
Don’t be Stranded Needing Help
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Sirius’s CAM Solution provides:
A single point of contact to reduce the time and resources spent working with separate maintenance contracts for hardware and software across an enterprise.
A single repository to view all equipment covered by maintenance.
Assurance that all equipment intended to be covered by maintenance is accurate and up-to-date.
Flexibility to add, change and remove equipment efficiently.
A proven methodology that improves productivity and increases efficiency – all while reducing costs.
Change the Conversation – Resilient Infrastructures
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You can be assured that IBM delivers all the essential characteristics of a trusted business resilience vendor.
Hardware support Software
support Remote support Web self-
service
Integrated hardware and software support
Preventative hardware and software support
System monitoring and automated services
Integrated infrastructure availability management
Single point of accountability
Adaptive service levels
Multi-vendor support
Contract and inventory management
Customized support
Support
Enhanced Support
Managed Support
Start with foundational hardware and software support
Add preventive support and monitoring
Move to single-vendor support as/when needed
IBM provides a continuum of support services to match an organization’s specialized needs.
IBM SW and HW Call Flow: Base Vs. Enhanced
Various IBM Support,
Development and Consulting
Teams
1-800-IBM-SERV
Software Specialists
2 Hours Prime/4 Hours Off Resolve Reroute Engage other Support organizations
Hardware Specialists
2 Hours Prime/4 Hours Off Resolve Reroute Engage other Support organizations
Customer Calls
into VRU
Software
HardwareCustomer
Callsinto VRU
1-800-IBM-SERV
Entitlement Customer data collection Problem Routing
Call Back by Support Specialists *
Admin Call Routing
Base Support (SWMA, Supportline, SvcPac, Warranty, HWMA)
Enhanced Support (AA, ETS and CTS)
Customer Calls
into VRU
Software & Hardware
1-800-IBM-SERV and enters
unique DAC
Priority Support Team Potential for Live call or 30 min max hold time
Single Point of Entry for reporting all HW/SW issues related to products associated with eligible machines and that have valid IBM support contracts
Initial problem determination by technical specialist already familiar with client environment
Direct resolution whenever possible
Continued ownership of issues related to eligible OS & Storage products + management / coordination of additional specialists who provide assistance
Regular Status Updates
Routing of non-eligible issues to appropriate specialist support teams + escalation path as needed
Hardware Specialists
Software Specialists
Various IBM Support,
Development and Consulting
Teams
* All products except IBM i
10www.siriuscom.com04/18/2023
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Sirius Maintenance Solution OfferingsKey Offerings
Sirius provides core services to help our customers maintain their technology investments.
Managed Hardware Maintenance
Managed Software Maintenance
www.siriuscom.com April 18, 2023 12
Sirius Industry Recognition
Cisco• Cisco Gold Partner• Master Managed Services Partner• Master Security Partner• Master Unified Communications Partner • 2013 Cisco Geographical Region Award
for Architectural Excellence – Data Center • Dedicated Smartnet Totalcare Support
team, both Sales and Engineers, providing unique implementation and deployment solutions
Industry Recognition• 2014 Top 50 on CRN Solution Provider
500 list• 2014 CRN Managed Service Provider
Elite 150 on Managed Service Provider 500 list
• 2013 & 2012 CRN Tech 250• 2013 CRN Fast Growth 100 list• Sirius executive Marjorie Wermuth
featured on CRN Women in the Channel
CommVault• CommVault Platinum Partner
Dell• Dell PartnerDirect Premier Partner
EMC• EMC Signature Solution Provider• Fastest partner to achieve Signature
status
Hitachi• Hitachi TrueNorth Platinum Partner
HP• HP Platinum Partner – Converged
Infrastructure• HP Specialist Partner:
⁻ Virtualization Elite⁻ Enterprise Storage Elite⁻ Networking Elite⁻ HP HPSS Preferred Partner⁻ HP Partner in Excellence Award for Tech
Svcs
NetApp• NetApp Star Partner• FlexPod Premier Partner• Top 5 National Partner• Top 5 Healthcare Partner• Top 5 SLED Partner
Red Hat• Red Hat Premier Business Partner• 2013 Red Hat Commercial Partner of the
Year
VMware• VMware Premier Solutions Provider
IBMBeacon Awards• 2015 IBM Beacon Award WINNER in
the category of Outstanding Technical Support Services
• Inaugural IBM Beacon Laureate Award Winner: Overall Technical Vitality (2012–2016)
• First Partner to achieve IBM TSS Sales Leadership Initiative
• 13 IBM TSS Level One and Two Certifications
SMART Online Management Portal
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•Sirius’ SMART Portal is designed to help organizations better manage hardware and software inventory, and agreements
•SMART provides access to key machine and contract information from any web-browser
•Secure login with User ID and password
Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their installed base, service contracts, and product alerts.
Smart Net Total CareCustomer Needs SNTC Value
Accurate view of IB and Contracts
Actionable Reports
Contract Consolidation
Entitlement Confidence
Contract Renewal Ease
Timely RMA Assurance
Device Life Cycle Data
Device Specific Alert Notification
• “I want to identify my serial numbers and map to contracts.”
• “Doing this manually is costing me time and money.”
• “I want my records to be accurate and up to date.”
• “I want to simplify my service renewal process.”
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Smart Net Total Care Customers
Validated data about customers installed base, viewable on web portal
Easy access to contract status to verify proper service levels
Faster problem solving and improved network uptime
Proactive Support for Cisco Networking equipment
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Thank You
Date
Sirius Maintenance SpecialistSirius Computer Solutions