Service and Support There is nothing more important than our customers. Table of Contents Executive Summary ...................................................................... 1 Group Profile ............................................................................... 3 Locations ..................................................................................... 7 Contact Options ........................................................................... 9 Escalation Procedures ................................................................ 11 Tools .......................................................................................... 15 Support Services ........................................................................ 22 Premium Support ...................................................................... 29 Professional Services ................................................................. 33 Technical Training ...................................................................... 36 Partners ..................................................................................... 41 Product Overview ....................................................................... 44 Quick Reference Guide (phone, email, web addresses) ................. Appendixes ............................................................................... 49 Email format .......................................................................... 49 Case severity definitions ......................................................... 51 Contact lifecycle flow chart .................................................... 52 ExEcuTivE Summary Supporting our Customers During a recent Enterasys Customer Council (ECC) meeting , a distinguished analyst from the leading research and advisory firm spoke to Enterasys customers and employees and said that customer support is and should be a key differentiator when choosing vendors. At the same meeting, customers recognized the effectiveness of our support and the quality and experience of the people in GTAC as one of the main reasons for their continued investments with Enterasys. We believe that if you want to judge the quality and integrity of a vendor, you don’t need to look any further than the quality of the support you receive. At Enterasys, we pride ourselves on delivering on our promises and being a vendor that our customers want to do business with. One of the ways we achieve this is by providing quick, no-hassle support. The quality of support we provide sets us apart from the competition and demonstrates our commitment to our customers – one that endures long after the sale has been made. There are three main ways that we differentiate ourselves in this area: • Our support personnel are 100% in-sourced • We personalize the support our customers receive – you’ll meet your support person via telephone so you know who you’ll be working with before you make the final decision to invest with Enterasys • The innovative technology behind our support process enables us to manage multi-channel customer contact with total cross-functional visibility and response management At Enterasys, none of our support staff is out-sourced. We have over 150 employees in our GTAC support, field engineering and professional services teams providing 7x24 multi-tier technical support around the globe. In 2007 we expanded our staffing globally by 20%. Having all of our support employees in-house provides significant advantages including: • Tight integration with R&D, which fosters group collaboration, accelerates on-the-job training, and enables us to solve problems in real-time • Low attrition rates are achieved by recognizing and investing in our support staff – in fact the average tenure of our GTAC team is more than 10 years • 2-tier call center design, including support and engineering, allows us to meet our customer’s demand for faster results – no need to wait through 5 tiers of escalation as with other vendors Another way we differentiate ourselves is by personalizing your support experience. We do this by assigning a GTAC regional management sponsor to various geographies and regions around the world. This greatly reduces the time to resolve issues, since the GTAC sponsor is very familiar with the history of the customer account. There is nothing more important than our customers. 1 This also fosters long lasting customer and partner relationships – our support personnel are viewed as trusted advisors. We make it a top priority to recognize the importance of responding to customers promptly with the correct answers the first time. To this end, we have revolutionized our GTAC management by using cutting-edge technology from Salesforce.com, coupled with our innovative best practices. This has helped us improve service quality by increasing first day resolution by 15% and decreasing the average time a case remains open by 50%. With impressive results like these, it is no wonder that Enterasys has been nominated for the highly-esteemed SSPA “Service Excellence” award. Providing superior technical support takes the right mix of people, process, tools, and culture. However, the foundation is the people. An excellent example of this can be seen in the thoughtleadership demonstrated by Vala Afshar, who has been with Enterasys for 12 years. He recently said of the support organization, “We are in the business of relationship building – our goal is to convert over 4000 customers in more than 70 countries worldwide, to 4000 advocates who view our technical support staff as trusted advisors and an extension of their own IT staff.” Enterasys support is industry-leading. A partner who works with both Enterasys and another large competing vendor said that the main difference between both companies is Enterasys’ approach to customer service. When a problem arises, the competition asks the customer to first prove it is the vendor’s fault before they will attempt to help. Then they often say that the problem has never happened before with any other customer. At Enterasys, we help the customer solve the problem first and then figure out whose fault it is later. We believe that it’s not about finger-pointing; it’s about doing the right thing for our customers. Period. Support should be a key differentiator when selecting a vendor and Enterasys will continue in our quest to find new ways to exceed our customer’s expectations. We are very excited about investments including the launch of a new knowledgebase, next-generation customer self-service portal and expanded collaboration tools. At Enterasys, we are here to support you yesterday, today, and tomorrow. Customer Newsletter June 2008 impact Customer Collaboration You may have heard me say once or twice (okayadmittedly a lot more than that!) that there is nothing more important than our customers… Well, one of the ways that I live that mantra is by participating in our Enterasys Customer Council (ECC). The ECC provides customers with direct access to our product managers and executives and gives them the opportunity to help us drive improvements at Enterasys in areas of product development, services, training, marketing, supply chain, sales and IT. We recently held an ECC meeting during Interop Las Vegas which brought together fourteen customers representing seven vertical industries and six countries to discuss current challenges in IT and how we can continue to provide relevant technology solutions. The ECC opened up with a welcome dinner on the ﬁrst night which provided a great opportunity to get people acquainted as we had ﬁve repeat customer attendees and nine new customer attendees. Trent Waterhouse, Barry Cioe, Steve Hargis and I spread out around the table in order to jumpstart the conversations. The conversation predictably started out about technology, but then took some unpredictable turns which broke the ice with laughter as people talked about their very ﬁrst jobs. It was a fun evening which provided the platform for the meaningful dialogue that would unfold over the next two days. Steve Hargis provided a report card to the group on how Enterasys has responded to ECC requests and I was pleased to hear that we measured up very well. The next day the ECC members discussed the continued challenges they are having with network security, server consolidation/virtualization, as well as a host of other IT issues and compliance mandates. Customers shared how they are struggling to keep operations running with the same staff and smaller budgets while deploying new voice/video/data applications – including IP-based surveillance cameras and HD video conferencing. One healthcare customer shared how they are enabling web access for surgeons to foster collaboration with peers and enable on-demand access to the latest research information, during surgical procedures! Another person who is new to his CIO role expressed how difﬁcult it was to hire certiﬁed Enterasys IT staff. All of our other ECC members stated how they just advertise for CCIE’s, receive lots of resumes, and choose the best candidate. If a person has fundamental networking skills, after a single Enterasys training class, they have a fully qualiﬁed Enterasys professional. All agreed the learning curve is minimal. In fact, since the ECC meeting we have already developed a fast track course for CCIE customers to receive their Enterasys Certiﬁcation (ECIE). See page 4 for more information. John Gallant, CEO of Network World joined the ECC for an extremely interesting roundtable discussion where views were shared about security, convergence, and network operations. We started over lunch on the topic of “Green IT” with John facilitating. The ﬁrst part of the conversation was “What is your deﬁnition of Green IT?” and the answer varied, but the common theme was “savings in cooling, power and space costs.” We also discussed whether the driver for Green IT was environmental responsibility or cost reduction, and the answer was clearly reducing cost. John drilled-down on this and every member of the ECC commented that cost reduction in IT infrastructure, even while supporting more applications like voice and video, is the main driver behind all of their IT decisions. They all complimented Enterasys for our customer support and told anecdotal stories about real-life situations where Enterasys came through for them. The council members also shared with Mr. Gallant why they continue to invest in Enterasys, and some of the clear advantages that their Enterasys deployments have given their businesses. Before the meeting drew to a close, the ECC members were able to spend time on the Interop show ﬂoor and took a private tour of the InteropNet where they saw, ﬁrst-hand, the Enterasys network in action, running the entire Interop event. InteropNet was the favorite highlight of the ECC, and they encouraged us to issue press releases and whitepapers with all of the details about the design and statistics for this standards-based, open-architecture network. The ECC meeting was extremely productive and serves as a perfect example of how Enterasys collaborates with our customers to deliver solutions that help them get their job done better, faster and more cost-effectively. I would like to personally thank all of our ECC members for taking the time to share your thoughts with us and to help set our product direction for the coming year. I am already looking forward to our next meeting. inside 2 Enterasys Scales Dragon Intrusion Detection & Prevention $1000 Winner! 3 Leading Financial Services Firm Replaces Cisco with Enterasys Turkish Ministry of Justice Trusts Enterasys to Prioritize and Secure Nationwide e-Justice System Win $1000 4 Fast Track Enterasys Certiﬁcation for CCIEs Coming Next Month Did you know? To learn more about Enterasys, please visit us at www.enterasys.com and subscribe to our monthly company newsletter – IMPACT. The Enterasys Management Team 2 Group profilE Organizational Profile The Enterasys Global Technical Assistance Center (GTAC) consists of fully in-sourced, highly skilled technical staff with an average company tenure of more than 10 years. Our GTAC staff has a cultural commitment to quickly help solve your problems, regardless of the vendor involved, and with the highest level professionalism and expertise. It is important to note that at Enterasys, customer support is not a department. Our culture and companywide pervasive belief and strong value system is that ‘there is nothing more important than our customers.’ Customer support is built into our ecosystem’s DNA — quality assurance, supply chain management, solutions engineering, professional services, product design engineering, the executive team — all groups in the company are enthusiastically ready and willing to partner with GTAC to support our customers. Our mission is to become your trusted partner and favorite vendor. “Simply stated, Enterasys’ security support engineering team is the best in the industry. I have never heard ‘we do not support this’. They are a shining example of a team that makes a contribution not only to Enterasys, but also on the success of CGI in the eyes of our clients.” - Jan Stodola, CGI Managed Security Services. January 2008 Functional Groups There are 4 functional groups within GTAC that collaborate and manage the tactical, operational, and strategic business requirements of technical support, ensuring our ability to maintain our industry-recognized strong support delivery capabilities. The functional groups are: • Technical Support Engineering (TSE) • Escalation Support Engineering (ESE) • Services Technology Group • Services Management You may notice that the technical functional hierarchy consists of only 2 levels – technical and escalation support engineering – and both have ‘engineering’ in their title descriptions. All of our long-tenured and highly skilled staff are engineering certified to support our Secure NetworksTM products and solutions. They all have working access to our multi-million dollar engineering laboratories and interface with our design and system quality engineers. In fact, unlike many vendors who structurally align their support organizations under sales or services departments, the Enterasys GTAC is organizationally aligned within the engineering department, reporting directly to our Chief Technology Officer and Executive Vice President of engineering. Finally, our industry best attrition levels and our aggressive professional development practices have allowed us to collapse what is traditionally a 5 level hierarchy into no more than 2 levels. We believe that is an Enterasys differentiator that translates into an efficiency level that is unparalleled in the networking technical support industry. Did you know? Enterasys’ GTAC supports 8 languages with 5 contact options, including a self-service case management web portal. Visit us at: www.enterasys.com/support. Functional Descriptions Technical Support Engineer (TSE) – Your initial contact with GTAC is through a TSE. All of our TSEs are engineering certified employees of Enterasys, having broad range expertise with our products and solutions, and specializations that may include advanced switching, routing, WAN, wireless, intrusion detection/prevention/behavioral anomaly, network access control (NAC), and network management. Our TSEs are available 7X24X365 and are responsible for responding to general inquiries, processing return material authorization (RMA) requests, troubleshooting There is nothing more important than our customers. 3 “Enterasys has the most knowledgeable technical support staff in the business. They have the ability to solve technical issues even when the issue is not Enterasys related. We have not found any vendor yet that even compares. The service we receive from the GTAC is the reason why Enterasys is my favorite vendor.” - Sonny Langhurst, Douglas Public Utility District. February 2008 networks, and much more. All TSEs are located in our call centers around the globe including our R&D US headquarters in Andover, Massachusetts. TSEs take pride in solving the vast majority of customer and partner contacts at the initial engagement. TSEs are the CEOs of the GTAC — all other functions within the support organization strive to ensure the success of our first line support staff. Escalation Support Engineering (ESE) – Our staff with the highest level of expertise within the GTAC are the ESEs. TSEs will escalate cases to this team based on a pre-defined set of triggers that include case severity, elapsed time, premium service contracts, and complexity of contact. ESEs are fully certified, absolute technology subject matter experts with specialization across multiple technologies. Field experience is a mandatory requirement for all ESEs. They are regularly deployed at customer locations, so they gain “real-life” on the job training in production network environments, allowing them to better understand how heterogeneous networks — including Enterasys products as well as other vendors’ products — co-exist to deliver solutions to our customers. Assignments include on-premise technical troubleshooting scenarios, but also include professional and educational services delivery such as network planning, design, implementation, management and optimizations projects, as well as customizable training. GTAC’s alignment with product design engineering enables the ESE team to have immediate access to the inventors and builders of our products and solutions. We share the same laboratory space with our development engineering colleagues, allowing faster replication and root cause analysis of product defects and field reported cases. The main responsibility of the ESE team is to successfully replicate field reported product error conditions and to liaison with development engineering to accelerate root cause analysis and final delivery of corrected hardware or software. The strength of the ESE group is its early exposure to our products and technologies. As products are being developed, during the prototyping and early pilot development lifecycle, our ESEs are actively engaged with our design and system quality engineering personnel. The benefits are: • Products designed for supportability. • Early and extensive product training. • Advanced intellectual property capture via a knowledgebase • Alpha and Beta test support. We use our own IT department and engineering laboratories to validate the stability of our products before general availability. Did you know? You can speak to a GTAC manager by emailing us at GTAC_Managers@enterasys.com. We very much look forward to speaking with you. “The Enterasys GTAC is one of the most efficient and knowledgeable support groups we have ever used.” - Tim Mitchell, University of Denver. February 2008 Another noteworthy strength of the ESE team is our communication framework and methodology. Our design engineering teams receive firsthand knowledge of customer- and partner-reported technical cases via formally scheduled meetings with our ESE lead engineers who champion the day-to-day management of our escalation backlog. We have purposefully aligned the bulk of our ESE functions with the same working environment (offices and laboratories) of our development and design engineering functions. Continuous proactive collaboration with development engineering enables our support organization to influence the delivery of the best quality products to our customers. 4 Page 2 Services Technology Group One of the key critical success factors required for delivering superior service and support is the use of innovation and technology to enable best practices and bolster business execution and performance management. In 2004, we decided to integrate a services technology group within the GTAC organization whose sole responsibility was to improve the customer experience using tools and technology, and to unlock the full potential of our support organization via business intelligence tools and practices. A team of business analysts and services infrastructure (Telephony, CRM, Web services, contact channels, etc.) developers are working hard to ensure that we maximize our group efficiency and effectiveness. Starting in mid-2007, we have launched a state-of-the art knowledgebase solution, a nextgeneration customer and partner self-service web portal, re-designed our web pages and streamlined the content for easy access, improved our web forms, and we are working towards expanding our already multi-channel contact options. Today, we are recognized as a services and support industry leader of Salesforce.com, the largest on-demand CRM provider in the world. We will continue to work harder and smarter to meet your service and support needs. “Enterasys GTAC staff are the most knowledgeable, personable people in this industry…..hands down. Not only are their technical skills outstanding, but their business acumen and reaction time speaks volumes of their management and hiring criteria. A true above and beyond the scope of their job outfit, the closest to a ‘10’ that there can be. They stand behind their words ….‘There is nothing GTAC Management Team One of the high-touch services that we provide at Enterasys is through the experience and expertise of our leadership team. The average tenure of our leadership team is more than 15 years with Enterasys, with some of our directors celebrating their 20th year with the company. Each technical support manager is assigned to a region and/or geography, acting as a single point of contact to our sales organization, customers, and partners. These regional and geographic engagement managers are responsible and available to our customers and will ensure that a fast path avenue exists to escalate urgent contact. Managers are always available and proactively look to personally welcome new customer to Enterasys GTAC. We encourage you to speak to your appointed technical support manager on a regular basis. Schedule a product demonstration or a visit to our support centers. Our premium service accounts are assigned a dedicated GTAC manager to personally manage all contact, including quarterly executive summary reports, periodic health-check conference calls, annual engineering site visits, and more. Please refer to the premium services section of this guide or visit us at: www.enterasys.com/support. Our mission is to convert more than 4,000 customers in 70 countries around the world to 4,000 advocates. We are in the business of building relationships and we will only measure our success by our customer’s satisfaction. To speak to a GTAC manager email us at: GTAC_Managers@enterasys.com more important than our customers.’ In depth solutions, courteous and professional from class instructors to phone support….even on the weekends and off-hours.” - Peter Moretti, Market Basket. June 2008 Did you know? Enterasys’ GTAC supports 8 languages with 5 contact options, including a self-service case management web portal. Visit us at: www.enterasys.com/support. There is nothing more important than our customers. 5 “For Comsys the Enterasys GTAC is not an anonymous organization without faces and names as at some other vendors. In particular we appreciate the personal relation with professional and experienced humans over a 15 years lasting successful partnership between Comsys and Enterasys…Because of GTAC’s outstanding commitment and the fact that the Enterasys-Team and our certified engineers collaborate in a very tight relationship we can be very proud of a highly satisfied common customer base”. - Guido Fink, Communication Systems, Germany. February 2008 Engineering, System & Product Quality, Product Management, Marketing, Partner Management Voice of Customer, Solution Engineering, Sales Engineers, Account Executives, Order Management, Tools and Technology, Supply Chain, Executive Staff Geography and Functional Services Leadership Teams Educational Services Professional Services Key Functions Key Functions Key Functions Key Functions Service Logistics Global Technical •Technical Support •Courseware •Planning, Design, •Service parts Support Engineering •Escalation Support Engineering •Services Technology Management •Account Management Development •Classroom Delivery •Custom & Onsite Course Development & Delivery Optimization and Management consulting services •Skills and Best Practice Management planning •Repair Services •Service freight optimization •Warranty Onsite Support Customer Experience “There is nothing more important than our customers” 6 Page 2 l o c aT i o n S Service and Support Locations Enterasys Networks is a global company offering comprehensive sales, service, and support capabilities to more than 4,000 customers in over 70 countries. As a global supplier of Secure NetworksTM technology and solutions, Enterasys offers comprehensive global solutions to deliver on our customer commitments across the world. Enterasys delivers a robust portfolio of service and support offerings by leveraging its worldwide services infrastructure. The Enterasys global services infrastructure combines multiple tiers of technical support, engineering interoperability laboratories, call centers, parts stocking locations, and field engineering offices to deliver a broad array of services ranging from basic repair services to high-end deployment and consulting services. “The Enterasys response and focus on us has Technical Support The Enterasys Global Technical Assistance Center (GTAC) headquarters is located in Andover, Massachusetts, US. GTAC-US is a 24X7X365 operation that includes both technical support and escalation engineering staff. A multi-million dollar engineering lab is available to all technical support personnel to enable customer and partner reported problem recreation efforts. GTAC-US provides support in 6 languages – English, Spanish, Portuguese, Italian, Arabic, and French. German and Japanese languages are covered by our call center and field offices in Europe and APAC. been second to none in my 25 year experience. Our physical remoteness from the US (ANU is located in Canberra, Australia) has not been an impediment to access to the “right” people and at times-of-day which best suited our interactions – in fact the “right” people have appeared from Australia, Singapore, Ireland, England, Taiwan as well as the US.” - John McGee, Australian National University. January 2008 Did you know? Enterasys has 3 main technical support office locations that service more than 4,000 customers in 70 countries. In addition, we have 80 parts stocking depots around the globe and 30 field office locations. To learn more visit us at: www.enterasys.com/support. Figure 1 - Enterasys Service and Support Infrastructure In addition to GTAC-US, there are 3 other technical support centers located in Newbury, United Kingdom (GTAC-UK), Frankfurt, Germany (GTAC-Germany), and Tokyo, Japan. All call centers are equipped with state-of-the-art engineering interoperability laboratories with both technical support and escalation and field engineering personnel. In additional to the 4 technical support centers, there are 30 field offices with solutions and system engineering technical staff who are tightly integrated into the services and support function with strong partnerships with the GTAC. Field engineering resources are available and used to provide on-site technical support as required. There is nothing more important than our customers. 7 Service Parts The primary distribution hubs are located in Louisville, KY (US) and Shannon Ireland. There are also 75 active forward stocking locations, supporting multiple geographies with rapid response parts exchange. Depot locations include: • APAC – Japan-Tokyo, Korea-Seoul, China-Beijing, India-Bangalore, Thailand-Bangkok, MalaysiaKuala Lumpur, Singapore, Australia (Sydney, Melbourne, Canberra, Adelaide, Perth, Richmond, Mackay, Townsville, and Hobart.) • South Africa – Cape Town and Johannesburg • Europe – Denmark-Copenhagen, Belgium-Brussels, United Kingdom (Edinburgh, Manchester, London), Ireland-Shannon, France-Paris, Germany (Hamburg, Berlin, Frankfurt, Dusseldorf, Munich), Czech Republic-Prague, Austria-Vienna, Spain (Madrid, Barcelona), Italy (Milan, Rome), Switzerland-Zurich. • South/Central America and Mexico – Colombia, Argentina, Mexico, Sao Paulo. • North America – Albuquerque NM, Anchorage AK, Forest Park GA, Nashville TN, Boise ID, Columbus OH, Herndon VA, Denver CO, Dallas TX, Livonia MI, Edison NJ, Spokane WA, Kernersville NC, Honolulu HI, Houston TX, Jacksonville FL, Las Vegas, NV, Los Angeles CA, Kansas City MO, Fort Lauderdale FL, New Berlin WI, Saint Paul MN, Metairie LA, Westborough MA, Portland OR, Tempe AZ, Portland ME, Rochester NY, San Antonio TX, Louisville DC, Shreveport LA, Puerto Rico, Salt Lake City UT, Sacramento CA, Fenton MO, Tampa FL, and Louisville KT. • Canada – British Columbia, Ontario Worldwide Regional Office locations: • Australia • Czech Republic - Prague • England - Newbury • France - Paris • Germany – Frankfurt, Berlin, and Leipzig • Ireland - Shannon Did you Know? You will be shipped an advanced replacement if the product is covered under a service contract agreement that includes an advanced replacement option All returned units should be mailed to the following address: americas Enterasys Networks C/O EXEL ATTN: RMA RECEIVING 2500 Northwest Parkway Elgin, IL. 60124 Attn: RMA # [Insert your RMA# here] Enterasys Receiving (Defective) 2230 Outer Loop, Dock Door 429 Louisville, KY 40219 Attention RMA # Insert your RMA# here] EmEa and asia pacific Enterasys Networks Unit A, Block B, Shannon Industrial Estate Shannon Ireland Tel: +353 61 472 022 Attn: RMA # [Insert your RMA# here] • Italy – Milan • Luxembourg • Portugal - Lisbon • Russia - Moscow • Spain – Madrid, Barcelona • Israel • Turkey - Istanbul 8 Page 2 • South Africa - Riviera • Greater China – Beijing, Shanghai • Taiwan • India – Bangalore, Mumbai, New Deli • Japan - Tokyo • South Korea - Seoul • Singapore • Australia – Canberra, Perth, Sydney • United States – Irvine, CA, Chicago IL, Andover MA, Columbia MD, New York NY, Philadelphia, PA, Puerto Rico, San Juan, Irvin TX, Reston VA • Canada – Mississauga, ON • Mexico – Mexico City • South America – Brasilia, Rio de Janeiro, Sao Paulo Did you Know? Nearly 50% of the contact into the GTAC is via electronic contact options. Email, web forms, and online case management services provide flexible options to connect you to our technical support staff. To learn more visit us at: www.enterasys.com/support. Field Services Enterasys provides coverage for service from basic deployments and break and fix, to project based consultative engagements. Enterasys GTAC has access to over 4,000 field technicians globally, based on partnerships with industry recognized leaders such as Lucent Technologies, Siemens, and UPS. c o n Ta c T o p T i o n S Multi-Channel Contact The Enterasys Networks Secure Networks™ architecture provides the foundation for highperformance solutions that deliver the significant return you should expect for your network investment. With a Secure Network, you significantly improve your security posture, while lowering cost of ownership and realizing a higher ROI. Enterasys understands that superior service and support is a critical component of your Secure Networks solution. For that reason, we have developed and maintain multi-channel contact options that provide you the flexibility to use a variety of electronic and telephone contact options. All service contract customers and Enterasys certified partners have multi-channel contact options, including telephone, email, web forms, and online case management (OCM). Figure 1 below provides an overview of our contact options and workflow. “Enterasys GTAC consistently exceeds all expectations as a support center. All calls or email contacts are promptly answered and generally most issues are resolved during the first contact. If research is needed, the resolution is generally available within an acceptable time frame.” - Carl Merrick, Town of Enfield, Connecticut. April 2008 Figure 1 - GTAC Contact Options and Workflow There is nothing more important than our customers. 9 Contact Options • Email – firstname.lastname@example.org All email contact is automatically converted to technical support services cases and documented in our CRM database. You will receive an automatic acknowledgement of your email contact with an associated case number to be referenced for future tracking and correspondence with us. • Web Forms – http://www.enterasys.com/support/rma.aspx Web forms are designed to capture all of the pertinent information at initial contact. Easy-to-use pull-down links are available to accelerate the case submission process with minimal effort. • Online Case Management (OCM) – http://www.enterasys.com/support/selfservice OCM is a powerful tool that enables you to manage your technical support contact by using an online service that gives you visibility into our engine room. The case management portion of the Enterasys Networks Extranet Portal is only available to support contract customers and certified partners who have real-time access to support cases information. There are several reasons to use online case management. The main purpose is to provide our customers and partners the ability to submit, view, and monitor a case lifecycle. Briefly, the benefits include: • Real-time, 24x7x365 access to case status and details • Easy-to-use contact options covering general inquiries, product replacement requests, and escalation path to engineering • Detailed premium reporting, including: - A 12 month historical summary of contact, graphically displayed to illustrate contact by month and contact type (services, RMA, and escalations) - Total case contact by product family - Total product returns by product family - Open case backlog, by case type - Backlog update, with direct links to detailed case summaries - Support survey results – number of surveys and average score - Latest firmware/software generally available (GA) releases - Customer contacts - a list of highest users of Enterasys technical support - Educational services – link to our latest classroom and on-site technical training schedules • A central repository that includes account specific documents to accelerate the discovery and forensics gathering phase of a case lifecycle. Content could include network diagrams, device configurations, diagnostic files, and customer-specific special instructions. • Email an Expert – This is a direct lifeline to the right engineering skill, experience, and knowledge. Whether you are planning, implementing, managing, supporting or optimizing your network, it is essential to have Did you Know? The Enterasys GTAC provides 24X7X365 telephone support by leveraging 3 main call centers in the US, the United Kingdom, and Germany. In addition, there are 30 offices around the globe with technical support resources. “The Enterasys GTAC is in one word, phenomenal. We are so impressed with the out of the box type of support we have received from Enterasys we cannot explain it in words. We have never had a vendor help with a product that wasn’t theirs. This is one of the things we like most about Enterasys. It’s a personal company; they are willing to do whatever it takes to resolve issues, thinking out side of the box. As a customer we have developed a relationship with people in the company and they are always there for us. Whether it’s a telephone call, email, or a visit we can always get satisfaction. When you buy from Enterasys you’re buying more than a network device, you’re buying a company becoming part of a family”. - Stephen Pifalo, Plartec. April 2008 10 Page 2 expert knowledge at your fingertips. At Enterasys, we have developed a technical support subject matter expert program called Email an Expert. With Email an Expert, we throw you a technical life line, staffed by experts dedicated to specific disciplines who are ready to help. This subject matter expert team is a feature of our Secure Networks™ Remote Services portfolio reserved for service contract customers and registered partners. Note: Email an Expert is a service reserved for service contract customers and registered partners • Telephone – Enterasys Networks’ Global Technical Assistance Center (GTAC) provides customers and partners with direct, high-touch access to GTAC personnel, as opposed to a one-hour call back, or callcoordinator strategy used by many other vendors in the networking marketplace. Through our Automated Call Distribution (ACD) system, the customer or partner is connected directly to GTAC Engineers and Technical Teams who are responsible for supporting specific product lines 24x7x365. You can contact our call center headquarters via toll free (800) 872-8440 or (978)684-1888. For mission-critical or time-sensitive issues, check the following link for a list of local contact numbers (Europe, Central and South America, and APAC operations): http://www.enterasys.com/support/contact-support.aspx To learn more about our contact options, please schedule a meeting with a technical support representative or a GTAC manager. Contact us at GTAC_Managers@enterasys.com. E S c a l aT i o n p r o c E D u r E S Contact Management Lifecycle Using a process driven and systematic approach, Enterasys ensures that all customer and partner contact is managed in the most practical and efficient manner. All contact into the GTAC is documented with appropriate context, including inquiry type, subject, owner, timelines, technology and product information, customer and partner contact, and other relevant data required for timely resolution delivery. Customer contact is fully managed by a state-of-the-art Customer Relationship Management (CRM) solution. GTAC is able to manage and prioritize the contact lifecycle using service level agreements (SLA) that guide the workflow, ownership, and required actions needed to resolve and close cases in a satisfactory manner. SLA conformance levels and adherence is automated with built-in workflow rules, notifications, and assignments. System visibility extends to engineering and management. Figure 1 illustrates the workflow and contact escalation paths within GTAC. Case Type Definitions Customers are able to use multi-channel contact options. All contact options have a common set of case management process definitions and guidelines. Adherence to guidelines is measured using service level agreements that are defined by a number of factors, including types of inquiry, user impact, case severity, and service entitlement levels. There is nothing more important than our customers. 11 All contact is documented and results in creation of a service case. All service cases are stored in a central repository and managed using our state-of-the-art customer relationship management (CRM) framework. Service cases are analyzed by Enterasys GTAC and catalogued into one of 3 possible case types: • Services – All contact that does not result in a parts replacement or product corrective action (new software or firmware) to resolve functional error conditions. Examples include product configuration inquiries, or product enhancement recommendations, licensing, and product registrations. • Returned Material Authorizations (RMA) – Defective hardware advance replacements or repair, depending on contract level. • Escalations– Services cases that are assigned to GTAC’s escalation engineering team are typically escalated due case complexity, technical support elapsed time, case severity, services entitlement (for example, premium support), and software defects. “Enterasys’ GTAC may be some of the best in the enterprise networking industry…The GTAC has the most excellent processes and relationships with Enterasys product engineers…. the best one page report I have ever seen… We continually hold up the example of the level of support of the Enterasys GTAC as the level to which our other vendors should aspire.” - Mike Hawkins, Director of Networking UNC. January 2008 Figure 1 - GTAC Case Management Lifecycle 12 Case Priority Definitions case priority 1 (c1) Customer’s network segment or management application is down or experiencing a consistent, measurable performance impact with no immediate resolution available. • Technical Support Engineer notifies Escalation Support Engineer immediately. • Escalation Support Engineer engaged on call after 2 hours. • Development Engineering engaged after 4 hours until resolution or workaround provided. • Generally Available firmware provided within 90 calendar days . case priority 2 (c2) Customer’s network is experiencing intermittent failure or degradation of network or management application. • Technical Support Engineer notifies Escalation Support Engineer after 1 day. • Escalation Support Engineer engaged after 5 days. • Development Engineering engaged after 8 days . • Workaround or internal code provided within 15 days. • Generally Available firmware provided within 90 calendar days. case priority 3 (c3) Customer has issues that do not affect normal network or management application operation and/or questions concerning product function or use. • Technical Support Engineer notifies Escalation Support Engineer after 3 days • Escalation Support Engineer engaged after 10 days • Development Engineering engaged after 15 days. • Workaround or internal code provided within 30 days. • Generally Available firmware provided within 90 calendar days. case priority 4 (c4) – new functionality request Customer enhancement requests are vital to our product development process. We encourage our customers and partners to offer their product enhancement recommendations. Enterasys is committed to responding to all enhancement requests within sixty days. Possible outcomes are: • Enhancement has been committed to a future revision of software or firmware and specific release details will be provided. • Enhancement not presently committed. Enterasys is not in a position to accept this request based on the current roadmap or existing architecture. The request will remain on file for future consideration. There is nothing more important than our customers. 13 Case Escalations There are times when issues that are more difficult to diagnose are reported to Enterasys. These difficult issues require intervention by our Escalation Support Engineer (ESE) team who have extensive technical expertise of the product being investigated. Our ESEs provide an expert level of troubleshooting that reduces the time to resolve an issue. An escalation can be raised for a variety of reasons, including: • Severity of issue – it is common to escalate a network issue that severely impacts the user community (that is, a network down situation) • In agreement from GTAC management at the request of customer or the local account team • Known issue where a fix is pending general availability (GA) of new software • If the elapsed time of a case exceeds our pre-defined Service Level Agreements (SLA) Hardware case Escalations Upon the successful transition from a service case to an escalation, there is a change of ownership from our Technical Support Engineering team to our Escalation Support Engineering team. With the transfer of ownership, a new tracking number is also generated. The new tracking number will be the number used to track all further progress on the issue. Software/Security case Escalations The support engineers who handle software and security service cases are highly skilled and experienced, so escalations of software and security cases are not handed off to another team. The first person you speak with is also the ESE who has direct access to our development teams and who replicates the issue reported. Response and Resolution Guidelines GTac priority and Escalation management Enterasys sets a higher priority on problems and escalation management for customers with current service contracts. This ensures that the appropriate resources within Enterasys Networks are utilized to resolve outstanding technical problems as efficiently as possible. Table 1 below shows case severity definitions and escalation guidelines. These are guidelines only and are subject to change. priority management When you contact the Enterasys Global Technical Assistance Center (GTAC), an Technical Support Engineer will work with you to assign a mutually agreeable priority level to your problem that will be reflected in the support case opened on your behalf. Severity definitions are listed in Table-1. Table-1 – case Severity Definitions and response management Guidelines case priority C1 C2 C3 C4 response Time 1 hour (7x24x365) 6 hours 2 business days Immediate acknowledgement progress Time 2 hours 5 days 10 days 60 days restore Time (SW fix or Workaround) Enterasys engaged until provided 15 days 30 days N/A fault correction Time (SW/fW) 90 days 90 days 90 days N/A update frequency 4 hours 1 day 5 days N/A Note: A (day) elapsed time is measured in terms of business days (Mon-Fri). 14 Escalation management response Times Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the case. Escalation timeframes are measured on a 24x7x365 basis. Table-2 below describes the Enterasys case escalation notification matrix. Table-2: case Escalation management notification matrix notification levels Support Engineer GTAC Manager Director, Global Technical Services Vice President, Global Technical Services Executive Management (CTO/EVP Eng) c1- critical Immediate Immediate Immediate 2 hours 4 hours c2- High priority Immediate Immediate 48 hours 72 hours None c3- medium priority Immediate 10 days 10 days 20 days None ToolS Support Tools and Resources Enterasys has feature rich, comprehensive information gathering tools to facilitate quick answers to our customer’s business critical needs. All of our tools are shared with our customer base. Some tools, like the Knowledgebase, have public access for our customers. Other tools require registration, such as the Enterasys firmware download page and the Dragon support site. In addition, GTAC uses GoToAssist, a secure, web based interactive industry-leading tool designed by Citrix. This tool allows Enterasys to have direct access to your network, but it also has secondary uses such as online express training, and live configuration assistance. Remote Access Enterasys GTAC utilizes several different methods of remote access to diagnose customer network problems – Telnet, VPN access, remote desktop via Windows XP, and the Citrix remote diagnostic application, GoToAssist. GoToAssist is the preferred method of remote access for troubleshooting and diagnostic sessions. This tool allows us to connect directly to a customer’s network and significantly reduces the time required to resolve issues. This tool also allows the customer to receive virtual over-the-shoulder coaching and training from our Technical Support Engineering staff. How it Works: Step 1: Enterasys GTAC will generate a session URL and email it to the customer. https://broker.gotoassist.com/h/enterasys?Question=DR277-3090 There is nothing more important than our customers. 15 Step 2: Customer clicks on the GoToAssist session URL and runs the Java application from the secure website. Step 3: Desktop session sharing is running. to participate in a survey Step 4: Customer is invited Knowledgebase One of key goals of our technical support organization is to continuously improve our availability, responsiveness, and the completeness of our technical support delivery capabilities. We also recognize that it is vitally important for us to share our collective experience and expertise with our customers and partners, maximizing their ability to be self-sufficient and fully informed on our products and solutions. To that end, we have invested in capturing intellectual property and presenting our findings to you using a powerful and comprehensive Knowledgebase. The Knowledgebase contains thousands of technical articles and a library of written collateral, including whitepapers, presentations, and user guides, that is accessible to our customers and partners. Our new Knowledgebase offers significantly improved functionality combined with new features to offer faster access to content and quick access to top FAQs by product line. In a nutshell, the new Knowledgebase provides simplified electronic access to Enterasys solutions for customers and partners. Our core objectives are to simplify and expand search capabilities, make finding the right content quick and easy, and enable collaborative content development between Enterasys, customers, and partners. “There is nothing more important than our customers.” 16 Knowledgebase features • Automated new content notifications to customers, partners, and employees • Industry recognized search engine capability • Role-based access control and authoring capability • Comprehensive reporting capabilities “The knowledgebase has enabled the University of North Carolina to be more self-sufficient. We can now search manuals and release notes by product and technology category. The browsing capabilities through the knowledgebase, especially by category, are most excellent. This new knowledgebase has greatly improved our ability to resolve issues on our own.” - Mike Hawkins, University of North Carolina at Chapel Hill customer and partner Benefits • Faster access to content • Fewer escalations • Quick access to top FAQs by product line The KB is available now. What are you waiting for? We urge you to give the Knowledgebase a test drive and let us know what you think. It is through usage that the Knowledgebase will grow and become a rich source of useful information that will improve your experience with Enterasys and make your job easier. After all, that is what it’s all about. Did you Know? Customers and Partners access our Knowledgebase tens of thousands of times per month with access to whitepapers, presentations, product manuals, and FAQs. Take our KB for a test drive at: www.enterasys.com/support “The new knowledgebase shows significant Support Tools and Resources Enterasys has feature rich, comprehensive information gathering tools to facilitate quick answers to our customer’s business critical needs. All of our tools are shared with our customer base. Some tools, like the Knowledgebase, have public access for our customers. Other tools require registration, such as the Enterasys firmware download page and the Dragon support site. In addition, GTAC uses GoToAssist, a secure, web based interactive industry-leading tool designed by Citrix. This tool allows Enterasys to have direct access to your network, but it also has secondary uses such as online express training, and live configuration assistance. improvement compared to the original. Keywords and phrases that used to be difficult or even impossible to find, now result in meaningful hits. The ability to BROWSE by product helps to find information where the keyword doesn’t result in a hit by showing us a complete document listing. In short - we save time and frustration with the new knowledgebase.” Remote Access Enterasys GTAC utilizes several different methods of remote access to diagnose customer network problems – Telnet, VPN access, remote desktop via Windows XP, and the Citrix remote diagnostic application, GoToAssist. – Stephen Faulkner, Rikshospitalet, University Hospital, Oslo Norway There is nothing more important than our customers. 17 1. They start by accessing our external Enterasys web site – www.enterasys.com 2. Customer then accesses our technical support pages via menu bar with immediate access to new knowledgebase… 3. Customer types: “I want to know about SecureStack redundant power supply” 4. The Knowledgebase returns 33 results, sorting each by relevancy KB content is also categorized by product family, improving the search isolation logic to accelerate and improve hit ratio. Search results includes installation guides, Knowledgebase articles, frequency asked questions, and glossary hits. Right page menu also includes last searches and articles viewed by current user. 5. Customer selects the most relevant search result. rich article page user options: • Content Transfer Options – Print and Email • Future Referencing & Storage – Bookmark and Downloads • Feedback & Suggestions – viewer is able to provide suggestions and improvements to content • Contact support option is also available for immediate contact to our technical support staff Tree based navigation is similar to our software solution formatting. Power KB solution also provides a collection of useful and relevant topics of interest, catalogued by: • Hot Topics – most popular views • Latest Articles – What’s new? • Top 10 FAQ – Generic or product/technology/ solution specific Online Case Management (OCM) http://www.enterasys.com/support/selfservice OCM is a powerful tool that enables you to manage your technical support contact online. The case management portion of the Enterasys Networks Extranet Portal is only available to support contract customers and certified partners who have real-time access to support case information. 18 Figure 2 - OCM Premium Account Reporting There are several reasons to use online case management. The main purpose is to provide our customers and partners the ability to submit, view, and monitor a case lifecycle. Benefits include: • Real-time, 7x24x365 access to case status and details • Easy-to-use contact options covering general inquiries, product replacement requests, and escalation path to engineering • Detailed premium reporting including: -A 12 month historical summary of contact, graphically displayed to illustrate contact by month and contact type (services, RMA, and escalations) -Total case contact by product family -Total product returns by product family -Open cases by case type -Backlog update, with direct links to detailed case summaries -Support survey results – number of surveys and average score -Latest firmware/software generally available (GA) releases There is nothing more important than our customers. 19 -Customer contacts - a list of highest users of Enterasys technical support -Educational services – link to our latest classroom and on-site technical training schedules -A central repository to include account specific documents. Content could include network diagrams, device configurations, diagnostic files, and customer specific special instructions. Firmware Downloads http://www.enterasys.com/support/download Firmware downloads for all your products are available at the Enterasys support website. For most products, a valid service contract and web account is required to download the latest firmware. Figure 3 - Download Page: http//:www.enterasys.com/services/support/downloads To create a Firmware Access Account, go to the download page (from the page shown above, you will have to click on the Firmware, Software & Release Notes link) and click Create Your Account. You will need information from your service contract paperwork or invoice. Enter your contract number and your address. Then fill in all the information for up to three contacts able to download firmware. To reset a forgotten password select the Forgot Your Password? link from the download page. Once your Firmware Access Account has been created, you will have access to all products on your contact. If you have any problems, please open a case with the GTAC. 20 Product Registrations In order for us to stock proper parts at each of our service depots, we ask that you go to https:// epartners.enterasys.com/Cultures/en-US/Enterasys/Support/SCM and add information for the products currently listed as “unregistered” (modules, uplinks, etc.). Registering your products will give us the information we need to provide world class support. This website will also allow you to review the products covered by this agreement and view the Service and Maintenance Terms and Conditions. If you have not been provided a username and password for the product registration site, please click the ‘Join Now’ URL and follow the applicable instructions. Netsight 3.x Downloads & Licensing The software download site for the Netsight suite has changed. In order to obtain the 3.0 version of Netsight Console, Policy, Inventory, ASM, and NAC (formerly Sentinel) Management software, you must go to this link: http://secure.enterasys.com/services/support/downloads/software/ At the lower left hand corner of the page, you will find a link for Netsight Management. The link provides access to the Netsight suite which is now a single installation file which includes all of the software listed above. Licenses are required for all products that you wish to run and is also obtained at the above URL. Once you click on the Netsight Suite link, you will see another link for Upgrades. This is where you may obtain the new Entitlement-IDs required to obtain licenses for Netsight 3.0 applications. You will need to obtain an Entitlement-Id for each Netsight product. Your contract number is required in this application. You will receive an email from our Customer Service department containing your Entitlement-Id after the application has been filled in. This is manually generated and will only be processed during normal business hours. Once obtained, you will need to go to the licensing section on the right side of the download’s URL to create an account in the licensing portal. Once created, you will automatically be sent an activation code. Activate your account, and then log in to redeem your entitlement and obtain a There is nothing more important than our customers. 21 key for each product. You will need the MAC address of the system that you’ll be installing on in order to obtain a key as the software is node locked. Any changes to your MAC address will require that you contact the GTAC at (800)872-8440 to re-host your license. Creating the account is a one time procedure and we hope this new licensing scheme will make future upgrades much more efficient and less time consuming. Dragon Licensing https://dragon.enterasys.com/user.php The Dragon support/licensing page requires login credentials in order to gain access to any collateral. This includes licensing, downloads, whitepapers, and related documentation. SupporT SErvicES Support Services The Enterasys Support philosophy At Enterasys, we are committed to long term partnerships with our customers. In fact, our hightouch business model emphasizes long-term partnerships and dedication to the success of your infrastructure solutions for the life of the network. We work to understand your unique needs and meet those requirements with innovative, proven, and cost-effective solutions. That’s why we offer comprehensive solutions which often include support, Professional and training services instead of simply selling products. And it’s also why we’ve developed comprehensive, customer-centric support programs. Enterasys Support Services helps you ensure that your infrastructure is available where and when it’s needed, and provides the updates and upgrades you need to feel confident that the solutions that make up your infrastructure won’t become obsolete with changes in technology. Simply put, support completes the Enterasys solution—going beyond “emergency” protection to be a vital part of the lifecycle of the solution. Flexible Enterasys Support Service programs ensures that you are empowered by providing highquality on-line support and knowledge tools as well as other information, services and resources with features available to meet the optimal requirements for your specific business needs. maintenance Services Reduce costs, gain peace of mind and improve uptime by selecting the maintenance service that best meets your unique business requirements. Enterasys maintenance programs are consistent and reliable methods of protecting your technology investment. Our telephone, Web-based, and onsite services deliver the timely responses your business demands. Seasoned support professionals handle your phone and Web-based inquiries. More than 1,000 field support agents are available for onsite service and we have more than 75 part-stocking locations around the globe to ensure we are there with the right replacement parts for your network within the timeframe identified in the contract you have selected. 22 Supportnet –a Wide range of Support options for your Secure network Enterasys Secure Networks™ architecture provides the foundation for high-performance solutions that deliver the significant return you should expect for your network investment. With a Secure Network, you significantly improve your security posture, while lowering cost of ownership and realizing a higher ROI. Enterasys understands that superior service and support is a critical component of your Secure Networks solution. That’s why our SupportNet portfolio—a suite of innovative and flexible service and support offerings—completes your solution. Enterasys SupportNet offers all of the postimplementation support services you need—online, onsite, or over the phone—to maintain high network availability and performance. Enterasys recognizes that the needs of each business are unique, and therefore, we have developed a comprehensive set of support options from which to choose. The flexible SupportNet portfolio allows you to select the level of service that is right for specific business application of the hardware and/or software being deployed and yields the best return for your infrastructure investment. • Flexible Features • Technical Support hours of coverage up to 7x24x365 • Online Support tools • Replacement part coverage options to match the criticality of your environment • Service Account Management enhancing the integration of support services into your continuous improvement processes • Premium support services that offer dedicated resources, enhanced responsiveness and a customizable support experience • SupportNet—The cornerstone offering of the portfolio features the core technical services required to support all your hardware products effectively. Services include telephone and web support, firmware upgrades, and next-business-day parts delivery. Service brief. • SupportNet Premium—Building on the comprehensive support offered with SupportNet, SupportNet Premium provides faster response options for replacement parts: 2-hour or 4-hour around-the-clock delivery. Service brief. • SupportNet Onsite—If you don’t have the in-house resources to match your maintenance requirements, SupportNet Onsite brings Enterasys-certified engineers to your site, in addition to providing the other services included in SupportNet. Service brief. • SupportNet Onsite Premium—Delivering the same comprehensive level of engineering expertise to your premises as SupportNet Onsite, SupportNet Onsite Premium offers faster response options: 2-hour or 4-hour around-the-clock delivery. Service brief. • SupportNet Software Application Service—Maintain the best performance from your Enterasys software, such as NetSight® management, Dragon Intrusion Defense System, and Enterasys Network Access Control proactive protection solution. This service includes all maintenance releases plus minor and major product upgrades, subscription updates where applicable, 24x7 technical phone support, and web access to the latest technical information. Service brief. • SupportNet Technical Access—Recommended for customers who already have ample on-site technical resources, including staff and replacement inventory, this level of service provides telephone and web support, return-to-factory repair service, and firmware upgrades. Service brief. There is nothing more important than our customers. 23 customer Benefits: • Enhanced business performance. The right level of support means a more efficient network, where applications run smoothly, users stay connected, assets remain secure and the job gets done—on time and on budget. • Improved network availability and increased productivity. The SupportNet “safety net” can help you limit the effects of downtime and boost employee productivity, ensuring maximum revenue and customer satisfaction. • Reduce the total cost of ownership. It’s likely that the lifecycle costs of operating your technology environment will exceed the initial purchase price, and SupportNet allows you to configure, maintain, support, upgrade and manage this environment cost effectively—for the greatest return on your investment. • Faster implementation of new technologies. Deploy new technologies or services—such as VoIP and video streaming convergent applications—or update existing technologies quickly to take advantage of improved features and functionality. With SupportNet, your network can handle it without additional upgrades. • More efficient use of scarce technical resources. Benefit from the knowledge, experience and skills of talented technical staff—without investing in new personnel. And reduce the man-hours necessary to keep your infrastructure running at peak efficiency. Service Product Descriptions Enterasys’ Global Technical Services capabilities include Technical Support, Parts Delivery, On-site support, Professional Services and Training. Global Technical Support - Global Technical Support services are a key element of Enterasys Support Services and include phone technical support, e-mail support, online access to case status, technical content and troubleshooting tips. online case management services, and software maintenance for the products they support. With telephone support, you get 24x7 telephone access via a toll-free phone number routed directly to a Technical Support Engineer at an Enterasys Networks Global Technical Assistance Center (GTAC). Our knowledgebase and customer relationship management infrastructure provides access to a full suite of electronic technical 24 support tools and features at all times. Depending upon the product and maintenance agreement, the features may include a problem/solution database; a status review of all known software bugs; the ability to download software releases, patches, fixes, updates and maintenance releases; on-line information forums; access to technical documentation; and much more. Express parts Services for on-Time parts Delivery - You have the option of selecting one of the following Express Parts Services for all similar components being maintained at a single site: Next Business Day, Same Business Day, and Around the Clock. Express Parts Services include Technical Access Services and are based on the response time for delivering the replacement component and hours of coverage. Availability of this service is subject to local country capabilities including customs, legal, or other country-specific issues that may prevent meeting this response. on-Site response Services for on-Time parts Delivery-plus labor - You have the option of selecting one of the following On-Site Response Services for all similar components being maintained at a single site: Next Business Day, Same Business Day, and Around the Clock. On-Site Response Services include Technical Access and Express Parts Services and are based on the response time for delivering the replacement component and hours of coverage. Availability of this service is subject to local country capabilities including customs, legal, or other country-specific issues that may prevent meeting this response. Professional Services - Enterasys offers a complete range of services and training so that you and your staff will get the most from your Secure Networks solution. Additional details can be found in the ‘Professional Services’ chapter of this guide. Technical Training - Enterasys offers a modular approach to technical training focused on practical, hands-on learning that’s relevant to supporting and optimizing your Enterasys Network solutions. Additional details can be found in the ‘Training’ chapter of this guide. advanced replacement - Any covered product which Enterasys, after reasonable diagnosis and troubleshooting attempts shall determine to be non-functioning, will be “advance replaced” with all reasonable effort in accordance with the response time that has been pre-selected by the Customer. “Business Day” refers to Monday – Friday, 8:00 a.m. – 5:00 p.m., excluding Enterasys-recognized holidays. Geographic restrictions may prohibit Enterasys from offering all options of this program in certain areas. Certain individually configured and third party products provided by Enterasys may, at the sole discretion of Enterasys, be excluded from this program. Enterasys is not responsible for delays due to customs, duties, or other local governmental and administratively imposed restrictions on the importation of products to countries outside of the United States of America. Requests for advance replacements shall be made to Enterasys GTAC. Replacement units will be delivered to the customer at the site of the covered product to be replaced, as identified in the Service and Maintenance Agreement. If the covered product is not located at the site identified in the Service and Maintenance Agreement, Enterasys may refuse to deliver any replacement unit. When an item of covered product is advance replaced as provided above, the customer is responsible for the return to Enterasys of the item of covered product which has been replaced. The customer shall return the malfunctioning covered product to Enterasys within seven (7) business days from the date of receipt of the advance replacement item. The returned covered product becomes the property of Enterasys upon receipt by Enterasys. If the customer does not return the replaced equipment within thirty (30) consecutive days, the customer shall be invoiced for the advance replacement item(s) at Enterasys’ then-prevailing standard list prices. If the customer does not return the replaced item within sixty (60) consecutive days of the shipment of the advance replacement equipment, Enterasys will cancel the Return Material Authorization (“RMA”) number and the customer will be liable for payment of the invoice. There is nothing more important than our customers. 25 response Time Next Business Day (NBD) Diagnosis required by United States of America and Canada - 5:00 p.m. Local Customer Time European Locations - 5:00 p.m. Central European Time Asia Pacific Locations – 4:00 p.m. Local Customer Time South American Locations – 5:00 p.m. Eastern Standard Time Locations in Mexico – 5:00 p.m. Eastern Standard Time Same Business Day (SBD), Four (4) hour response United States of America and Canada – 1:00 p.m. Local Customer Time European Locations – 1:00 p.m. Central European Time Asia Pacific Locations – 1:00 p.m. Local Customer Time 24x7, Four(4) Hour Response Diagnosis at any time The purchased advance replacement will be added to the Service Agreement at the customer’s expense. The malfunctioning hardware product will remain on the Service Agreement and as such will be entitled to advance replacement as described in the Service Level Description. No replaced item may be returned to Enterasys until the customer obtains from Enterasys an RMA number. To obtain an RMA number, the customer must provide the serial number for the replaced item to Enterasys GTAC. The replaced item shall be returned to Enterasys in its original or comparable packaging sufficient to prevent damages in transit. Such package shall clearly bear the RMA number. Enterasys shall pay for the cost of shipment associated with returning any replaced item if shipped using the Enterasys-specified shipping vendor. The customer shall bear the risk of loss for any replaced item until it has been delivered over to the Enterasys-specified shipping vendor. Enterasys reserves the right to monitor customer RMAs to determine No Problem Found rates (NPFs). Customers requesting RMAs, without allowing Enterasys the ability to adequately diagnose the product and confirm the need for a replacement, will be notified if NPFs reach excessive levels, as determined solely by Enterasys.. Upon such determination, Customers will be billed 25% of Enterasys’ then prevailing product list price plus all shipping and handling charges for any additional hardware product(s) which are returned by the customer and no problem is found. product registrations In order for us to stock proper parts at each of our service depots, we ask that you go to https:// epartners.enterasys.com/Cultures/en-US/Enterasys/Support/SCM and add information for the products currently listed as “unregistered” (modules, uplinks, etc.). Registering your products will give us the information we need to provide world class support. This website will also allow you to review the products covered by the agreement and view the Service and Maintenance Terms and Conditions. Enterasys Base Hardware Warranty As a customer-centric company, Enterasys endeavors to provide the best possible workmanship and design to ensure a positive first impression for our clients. In the event that one of our products fails due to defects in one of these factors, we have developed a comprehensive warranty that protects you and promises a simple way to get your products repaired as soon as possible. 26 Enterasys currently offers two different warranty periods for our hardware products: one year or three years, depending on the product line. • The Enterasys standard warranty can found here: http://secure.enterasys.com/services/warranty/ • Software warranties are ninety (90) days, and cover defects in media only. This warranty is Enterasys’ global warranty statement and is the same in all geographies and countries. Warranty Overview – By Product Family 1) Lifetime is defined as sales discontinuation +5 years 2) 5 Years covers telephone technical support and return for repair only. Firmware support included for 2 years only; Maintenance contracts are available to extend and enhance coverage levels 3) Hardware only, refer to software warranty for additional software details. • Notes: Applicable to hardware warranties • Parts Exchange within 30 days of shipment for one year warranty and within 90 days of shipment for a three year warranty, followed by Return to Factory Repair on a commercially-reasonable efforts basis for the duration of the warranty period. • GTAC phone support limited to specific product defect confirmation from 8:00 AM - 5:00 PM at the customer’s local time. • Web support from the Enterasys public website. • Firmware patch releases when available, at the discretion of the Enterasys GTAC. Availability Services Overview In some Geographies Enterasys offers “Availability Services” in lieu of the SupportNet Portfolio described above. Availability Services offer the same support service features and are designed with regional pricing flexibility to ensure the value to price is competitive for specific regional requirements. Consistent with the Enterasys philosophy, Availability services serve to protect your investment, maximize uptime, provide obsolescence protection and provide support to ensure your network is running optimally. There is nothing more important than our customers. 27 28 prEmium SupporT SErvicES Technical Service and Support Offerings Would your organization benefit from access to a dedicated support professional, 24x7? Would you benefit from state-of-the-art technical training or a comprehensive review of your network to ensure current firmware? The Enterasys Networks Technical Service and Support offerings provide all this and more, giving you a greater sense of confidence that comes from partnering with an industry expert who is fully committed to meeting your organization’s evolving networking and security needs. Levels of Support Offerings Enterasys provides several levels of Technical Support offerings⎯Enhanced, Premium, and Onsite Resident Engineering. Choose the option that best fits your requirements and you’ll benefit from the most advanced technical support service the industry has to offer. How Do i Determine What level of Service i need? Begin with maintenance Services A maintenance service agreement is a prerequisite “base” service contract for the Enterasys Enhanced, Premium, and Onsite Resident Engineering Technical Support offerings. You can choose from several different levels of maintenance services that may include: Enhanced Technical Support • Two-Hour, Four-Hour or Next-Business-Day Advance Replacement • E-mail Support • Online Case Management • 24x7 Telephone Support • Proactive Notifications • Firmware Downloads • Web Support Why choose Enhanced Technical Support? Enterasys Enhanced Technical Support is designed for those who don’t require a full complement of technical support benefits but would like the services of a dedicated Secure Networks support engineer—without the expense of regular on-site visits, initial network discovery or planning sessions. Why choose premium Technical Support? Premium Technical Support is designed for customers who would benefit from access to a dedicated support professional 24x7 or for customers, who are expecting rapid growth, lack technical expertise, or require maximum uptime for their mission-critical applications. Why choose onsite resident Engineering? Onsite Resident Engineering brings the added convenience of a dedicated onsite engineer, providing supplemental staffing to customers who need more specialized, hands-on networking There is nothing more important than our customers. 29 expertise. Onsite Resident Engineering offers many of the same benefits as Premium and Enhanced Technical Support but delivers training services for an additional fee. Enhanced Technical Support Onsite Network Discovery and Analysis (Fee based) Shared Resource Technical Support Engineer Customizable Classroom Training (Fee based) Premium Paging Annual Asset Survey premium Technical Support Dedicated Technical Support Engineer and Shared Resources Priority Escalation Management Customizable Classroom Training (16 Hours) Account Management Annual Onsite Visit Quarterly Technical Reviews SupportNet Contract Registration Dedicated Phone Number Annual Asset Survey onsite resident Engineer Documentation and Tracking of Problem Resolution and Network Improvements Receive/Unpack/Inventory New Equipment Coordination of Firmware Revisions Installation Assistance 2Hr, 4Hr or NBD On-Site Assistance Inventory Management Testing of Newly Installed Equipment Configuration Assistance Network Planning Priority Escalation Management Account Management Onsite Repair (Field Engineer) - An Onsite Repair (Two- Hour/ Four-Hour/Next-Business-Day) contract entitles you to an Enterasys-certified expert onsite to help you diagnose network faults, replace faulty equipment, and serve as a liaison with the GTAC for escalation resolution. contract options: • Onsite two-hour response • Onsite four-hour response • Next-business-day response (NBD) • Assistance with equipment replacement and troubleshooting • Assistance with Enterasys equipment configuration and implementation Annual Onsite Network Health Check - Dedicated technical support engineers will conduct a comprehensive onsite analysis of your network infrastructure and implementation, during which they’ll: • Perform an asset survey • Review current configurations • Create a site visit report to document findings and recommendations • Promote product knowledge transfer through informal training • Help ensure Enterasys equipment is registered under SupportNet Onsite Firmware and Software Assessment - You have the option of engaging dedicated technical support engineers to assess the firmware and software of your network where they can: • Review current firmware versions • Formulate recommendations based on your unique network implementation 30 • Review network management and intrusion defense software versions • Review intrusion defense signature files Priority Escalation Management - When you contact the Enterasys Global Technical Assistance Center (GTAC), a technical support engineer will work with you to assign a mutually agreeable priority level to your problem that will be reflected in the support case opened on your behalf. • Escalation receives priority service and attention • Escalation receives immediate managerial attention Dedicated Account Manager - A dedicated account manager oversees your open cases and escalation. • Ensures escalations are “fast tracked” through engineering • Assigns additional resources to open escalation when appropriate • Participates in scheduled status meetings • Participates in quarterly reviews of open and closed cases • Works with your organization to provide a comprehensive service plan • Resolves service-related issues Dedicated Technical Support Engineer - A dedicated technical support engineer resolves open cases and escalation. • Acts as a central point of contact into engineering • Minimizes network downtime by providing relief and workaround solutions • Provides rapid resolution through a comprehensive understanding of your infrastructure • Executes the defined service plan • Provides current status of all open cases through regularly scheduled meetings • Provides a quarterly status on all open and closed cases • Provides executive summary reports on all escalations • Partners with your organization to provide expert advice and guidance • Performs an annual site survey • Provides an annual report of network diagnosis and recommendations Critical-Issue Alert System - A comprehensive critical-issue alert system ensures optimal communication at all levels. • 24x7 access to dedicated resources • 24-hour premium paging service There is nothing more important than our customers. 31 • Privileged telephone access to your Enterasys dedicated resources • Enterasys management automatically updated with status reports • Continual progress updates until final resolution Benefits of Technical Support Offerings Enterasys Networks’ focus on quality, dependability, and responsiveness has contributed to a longstanding reputation for excellent customer service and support. The Enterasys Technical Service and Support offerings leverage technical expertise and GTAC best practices to ensure the highest level of infrastructure and solutions support. Enterasys understands that superior service and support is critical to your business. We are committed to providing all of the postimplementation support services you need to maintain high network availability and performance. Key benefits include: • Enhanced business performance - The right level of support means a more efficient network, where applications run smoothly, users stay connected, assets remain secure and the job gets done on time and on budget. • Improved network availability and increased productivity - A dedicated team of professional engineers will limit the effects of downtime and boost employee productivity, ensuring maximum revenue and customer satisfaction. • Reduce the total cost of ownership - It’s likely that the lifecycle costs of operating your technology environment will exceed the initial purchase price. The Enterasys Technical Service and Support offerings allow you to plan, configure, maintain, support, upgrade, and manage this environment cost effectively for the greatest return on your investment. • Secure Networks training and faster implementation of solutions and technologies – Quickly deploy new Secure Networks solutions—such as Distributed Intrusion Detection/ Prevention Response, Acceptable Use Policy and Secure Open Convergence—or update existing technologies quickly to take advantage improved features and functionality. • More efficient use of scarce technical resources - Benefit from the knowledge and skills of a talented technical staff without investing in new personnel. 32 profESSional SErvicES Professional Services Helping you maximize your Secure NetworksTM investment. Enterasys offers a complete range of services and training so that you – and your staff – will get the most from your Secure Networks solution. We provide professional services in four main categories: planning, building, optimizing, and managing your enterprise network. planning your network The difference between a good technology deployment and a great technology deployment begins before the hardware and software are even purchased. Enterasys Professional Services offers expert assistance in assessing, planning, and designing the optimum solution to meet your unique business needs. assessment Services Technical expertise and methodologies to assess the availability, operations and vulnerability of your network Change is an inevitable part of any IT infrastructure. If your organization knows change is needed but you’re not really sure where to start, Enterasys Professional Services can help get your project moving. Enterasys Professional Services provides Assessment Services for Availability, Security, Network Performance and Operations, Wireless, and Government Compliance. Assessments also include an analysis of potential improvements such as firmware upgrades and architecture enhancements. When you choose any Enterasys assessment service, you will receive documentation clearly stating the findings. The report includes recommended improvements, changes or modifications, and our migration plan to reach your desired state of performance. If resources, budget, or time prevent you from doing everything at once, we can structure a detailed step-by-step plan to reach your goals on a schedule that works for you. project management Management Services based upon structured delivery methodologies to ensure success for the more complex projects you may need delivered Enterasys Professional Services Project Management Services are based on the Project Management Institute’s best practices and methodologies. Our project managers have years of experience working with network infrastructure and security technologies. Although many project managers may share similar methodologies and processes, our experience is focused on IT infrastructure and security. We offer flexible engagement models to tailor our work to match your project requirements network Design With the never-ending influx of network-related products to the marketplace, it’s becoming almost impossible to stay current with all the offerings, much less figure out how they all work together. That’s where Enterasys Network Design Services can help. Our highly trained, experienced technicians are available to help you with your toughest projects, from virtual private networking to intrusion detection and much more. Don’t take a chance on incorporating your new networking gear at the wrong place or time. Let Enterasys and its certified partners take the burden from your staff and provide accurate, effective network design assistance. There is nothing more important than our customers. 33 Technology migration Any business planning to implement a new network service or upgrade an existing service is faced with many new technologies and competing standards. Selecting the correct technology and developing an appropriate migration plan is complicated. When the new service is business-critical and demands continuous availability, the challenge is even greater. Making the right decisions can mean a competitive advantage in your marketplace. Enterasys Technology Migration service helps you choose the right technologies to meet your business objectives and maximize your competitive advantage. We work closely with you to understand your business vision and map your migration goals to clearly defined technology objectives. We leverage our unique combination of industry experience, technical knowledge, and a disciplined industry-standard approach to safely integrate leading-edge technologies into a seamless, highly productive environment. Building your network Building the appropriate design for a new or changing Network environment is a critical step that ensures future scalability as well as interoperability with new technologies. Enterasys Certified Professional Experts can assist you in the design build out of your new network or the augmentation / migration of an existing network. advanced integration Services Focused expertise to help you successfully deploy and manage complex multi-technology or multivendor solutions Information is one of your organization’s most valuable assets. How you process, store, move and manage that information is critical to your success. Your network infrastructure plays an integral role in meeting this challenge. You need a network that aligns with your business strategy; offers the highest reliability, availability and mobility; and is designed to take advantage of the emerging technologies that will help you maintain a competitive edge. You need a network that effectively and securely links employees, customers and suppliers to important information when and where they need it. Enterasys Advanced Integration Services offer the focused expertise and best practices to help you assess, plan, implement and operate the most effective data networking solutions for your business. implementation Services Enterasys support for your implementation needs ranges from basic installation to complex projects performed by our advanced networking experts The network plays a crucial role in helping your business achieve its goals. Therefore, it is critical to ensure top performance and availability from the network and each of its elements right from the start. Enterasys Professional Services Implementation Services provide access to highly skilled and experienced networking specialists for all implementation related activities including: design review, staging, implementation, and project management. These services deliver flexibility, efficiency and cost savings, so you can select only the type and level of service for each implementation task. Basic installation Services Enterasys Basic Installation Services are ideal for reducing the demand on limited resources and expediting network projects. Enterasys certified technicians and partners will ensure that the product is functioning and configured according to the basic network design you provide, delivering a great head start to your projects. 34 advanced implementation Services Enterasys Professional Services expertise is the key to successful implementations. Enterasys Professional Services Advanced Implementation Services supply the resources necessary to ensure a successful implementation of the network infrastructure products deployed in your environment. Enterasys Professional Services personnel are fully trained, ensuring you will be satisfied with the results. Our extensive networking experience can reduce the day-to-day involvement required of your personnel. By leveraging Enterasys Professional Services, you can start fast and complete your projects on time and on budget, resulting in enhanced performance, productivity, and profitability. optimizing your network Need to take full advantage of what’s already in your network? Enterasys Professional Services can review your current infrastructure and business processes and make recommendations for optimizing your current environment to maximize performance, reliability, or security. performance optimization Enterasys Professional Services can provide the necessary information to fine tune your environment for maximum performance. This includes refining both the technology and business processes. We can focus on the technology and work directly with the products and solutions, or we can look at the way your staff is currently doing their jobs. We offer recommendations on how to utilize the technology you have to streamline processes and maximize your valuable time. Security Enterasys Professional Services will review your current security posture and recommend changes that can be performed by you or by the Enterasys Professional Services engineer. These changes can include enabling or disabling features of your current Enterasys hardware, or enhancing policies to ensure the right people have access to the right information to do their jobs. iT infrastructure Our Technology Optimization Service will review the switching and routing configurations, the security posture, and certify that your infrastructure is designed and configured for maximum functionality in accordance with your IT business needs. managing your network Enterasys offers multiple options in support of on-going management of your network. These solutions can include such things as quarterly optimization efforts, firmware reviews, and reliability testing, or can go as far as having Enterasys employees onsite at your location augmenting IT staff and providing a direct link to Enterasys engineering. Global infrastructure Services Enterasys is a global company offering comprehensive sales, service, and support capability to thousands of customers worldwide As a global supplier of Secure Networks™ technology, Enterasys offers comprehensive global solutions to our worldwide customer base. The Enterasys global services infrastructure combines multiple tiers of technical support, interoperability labs, parts stocking locations, and field engineers to deliver a broad array of services ranging from basic repair services to high end deployment and consulting services Technical Support The Global Technical Assistance Centers in the US, UK, Germany, and Japan, provide services to customers worldwide including: There is nothing more important than our customers. 35 • 7x24 technical support on the phone, on the web, and via e-mail • Multi-language support • Multi-million dollar interoperability lab for problem replication • Web-based design, architecture, troubleshooting, and case tracking information Service parts • Primary distribution hubs located in Louisville, KY, USA and Shannon, Ireland • Over 75 active forward stocking locations support multiple geographies with rapid response parts exchange field Service coverage Comprehensive coverage for service from basic deployment and break/fix to project-based consultative engagements. • Access to over 1,000 field technicians globally • Partnerships with industry recognized leaders such as Lucent technologies, Siemens and UPS onsite management and Support Highly technical on-site resources to augment your staff for as long as you need them If your organization has to do more – with fewer resources – we can help by stationing an Enterasys engineer at your location to provide service and support for your Enterasys products and solutions. They will work as part of your team, managing your infrastructure and performing many important day-to-day networking activities for your company. Our onsite engineering resources are backed up by our Enterasys support team and can provide knowledge transfer to bring your team up to speed on the new environment and technologies. TEcHnical TraininG Technical Training Technical training is an important element of doing business for our partners and end-customers, as it enables them to more effectively manage and support their networks. Enterasys has built our training program on practical learning objectives that are relevant to specific technologies or to infrastructure design objectives such as security and policy management. Delivery options Enterasys provides open enrollment and onsite class delivery options. For the current open enrollment schedule worldwide, please go to http://www.enterasys.com/ learning/training/classroom/ Onsite training delivers one-to-one training focused on the topics that are important to achieving your business objectives. Our expert trainers come to your facility with the equipment, expertise, and courseware to provide a valuable learning experience. Onsite training can be a more costeffective solution than open enrollment when you have six or more attendees at your location. To find out more about our onsite services, please contact your local sales representative or email Enterasys education at email@example.com. 36 learning paths A learning path provides the recommended order for taking our courses, to build knowledge in a logical manner. There are three learning paths for Enterasys technical readiness courses⎯Connectivity, Dragon Security, and Network Access Control. All learning paths assume base knowledge and understanding of network fundamentals, traffic classification, and general network management concepts. In addition, the Connectivity learning path assumes knowledge of traditional wireless networking products, concepts, and technologies. The two security-focused paths, Dragon Security and Network Access Control, also assume knowledge of network security concepts and technologies. certifications Enterasys offers a modular approach to technical certification training focused on practical, handson learning that is relevant to supporting and optimizing your Enterasys Network solutions. Our networking certification program includes everything you need to learn to successfully deploy and manage Enterasys products in your environment, to maximize the performance of your network, and to better meet your business needs. We also offer a number of certification levels, so you can choose the correct amount of training to suit your needs. All certifications are valid for two years (in the case of ECIE, students must maintain valid ESE and ESSE-D / ESSE-NAC certifications). Figure 1 - Technical Certification Paths Enterasys Systems Engineer (ESE) The ESE (Enterasys Systems Engineer) certification validates the knowledge and technical skills required to plan, design, implement, manage, and optimize an Enterasys Secure NetworksTM infrastructure. With an ESE certification, a networking professional can demonstrate the skills required to run an enterprise wired and wireless network to meet ever changing business needs and requirements. The ESE course curriculum focuses on four core networking technologies including switching, routing, wireless networking, and network management. Enterasys Systems Engineer prerequisites Students should possess an understanding of network fundamentals, traffic classification, general network management concepts, traditional wireless networking technologies, and a working familiarity with standards-based routing protocols, including OSPF, RIP, BGP, VRRP, and PIM. There is nothing more important than our customers. 37 Enterasys Systems Engineer recommended courses Enterasys recommends the following courses prior to enrolling in the ESE certification program: • Enterprise Switching • Enterprise Management Enterasys Security Systems Engineer – Dragon (ESSE-D) The ESSE-D (Enterasys Security Systems Engineer-Dragon) certification validates the knowledge and technical skills required to plan, design, implement, manage, and optimize an Enterasys Dragon and Dragon Security Command Console security implementation. With an ESSE-D certification, a security and/or networking professional can demonstrate the skills required to manage enterprise security architectures to meet ever changing security and business needs and requirements. The ESSE-D course curriculum focuses on core security technologies including intrusion detection/prevention, behavioral analysis, and offense management capabilities. Enterasys Security Systems Engineer-Dragon prerequisites Students should possess an understanding of network fundamentals, traffic classification, and general network management concepts, as well as network security concepts and technologies. Enterasys Security Systems Engineer-Dragon recommended courses Enterasys recommends the following courses prior to enrolling in the ESSE-D certification program: • Dragon Intrusion Defense • Dragon Security Command Console Enterasys Security Systems Engineer – network access control (ESSE-nac) The ESSE-NAC (Enterasys Security Systems Engineer-NAC) certification validates the knowledge and technical skills required to plan, design, implement, manage, and optimize a Network Access Control security implementation. With an ESSE-NAC certification, a security and/or networking professional can demonstrate the skills required to manage enterprise security architectures to meet ever changing security and business needs and requirements. The ESSE-NAC course curriculum focuses on core security technologies in the area of network access control. Enterasys Security Systems Engineer-nac prerequisites Students should possess an understanding of network fundamentals, traffic classification, and general network management concepts, as well as network security concepts and technologies. Enterasys Security Systems Engineer-nac recommended courses Enterasys recommends the following courses prior to enrolling in the ESSE-NAC certification program: • Enterasys Network Access Control 38 Enterasys certified internetworking Engineer (EciE) The ECIE (Enterasys Certified Internetworking Engineer) certification validates the knowledge and technical skills required to plan, design, implement, and operate an Enterasys Secure Networks™ infrastructure. With an ECIE certification, networking professionals can demonstrate the skills required to run secure enterprise infrastructures to meet ever changing security and business needs and requirements. The ECIE course curriculum incorporates both networking and security concepts, including switching, routing, network management, wireless technologies, intrusion detection/prevention (together with behavioral analysis), Secure Networks™ policy enabled architecture, and network access control capabilities. ECIE is achieved with the successful completion of the Implementation and Operation course in the Connectivity, Dragon security, or Network Access Control learning paths. Enterasys certified internetworking Engineer prerequisites • ECIE – C = Enterasys Systems Engineer (ESE) certification • ECIE – D = Enterasys Security Systems Engineer-Dragon (ESSE-D) certification • ECIE – NAC = Enterasys Security Systems Engineer-NAC (ESSE-NAC) certification Enterasys certified internetworking Engineer recommended courses • ECIE – C -Enterprise Switching -Enterprise Routing -Secure Wireless -Enterprise Management • ECIE – D -Dragon Intrusion Defense -Dragon Security Command Console • ECIE – NAC -Enterasys NAC recertification policies Once certified at the ESE, ESSE-D and ESSE-NAC level, you will need to recertify within 24 months by passing a recertification exam at an Enterasys Learning Center or via a certified training partner. Once ECIE levels are reached, you will need to recertify within 24 months by attending the appropriate Implementation and Operation course and successfully passing the associated exam. All ECIE levels supersede previous certifications and will be the only certification that will need to be maintained. For example, when an ESE certifies as ECIE-C, they will only need to maintain the ECIE-C certification and not recertify as an ESE. For more information, please contact Enterasys Education at: firstname.lastname@example.org migration from 2007 to 2008 certification program With the introduction of our Implementation and Operation courses in 2008, we have made modifications to our certification tracks. The following list describes how the program has migrated and how it affects our currently certified professionals: There is nothing more important than our customers. 39 • All active ECIEs will maintain their certification for 2 years from the date of their certification. • All ECIEs who wish to recertify after January 1, 2008 will have to attend the Implementation and Operation courses for their paths (ESE, ESSE-D, ESSE-NAC). • All ESE, ESSE-D, and ESSE-NAC certified professionals must recertify before their 2 year expiration date with a recertification exam that contains content from each of the supporting courses (for example, the ESE exam will contain questions from the Enterprise Switching, Enterprise Routing, Secure Wireless, and Network Management courses). • If an ESE, ESSE-D or ESSE-NAC certified professional lets their certification expire prior to attending a recertification exam, they must pass all individual exams to regain certification. For example, an ESE who recertifies within the allotted 2 year timeframe can take one ESE exam. If an ESE does not recertify within the 2 years, they must pass individual exams in Enterprise Switching, Enterprise Routing, Secure Wireless, and Enterprise Management. • After January 1, 2008, all students attending any certification course will be offered an exam at the conclusion of each course at the Learning Center. • After January 1, 2008, all exams will be hosted by Enterasys Learning Centers or via an Enterasys Certified Instructional Partner. Training locations Enterasys offers open-enrollment training for our standard course curriculum at many locations across the globe. Open-enrollment training at an authorized Enterasys facility is a cost-effective, flexible way to gain the knowledge and certification related to Enterasys technologies. View the class schedule for the right courses to meet your business needs. Onsite at Your Facility - If you need training to optimize the results delivered from your network infrastructure, or if you have a large staff to train, then Enterasys onsite training may be right for you. Onsite training delivers one-to-one training focused precisely on the topics that are important to achieving your business objectives. Our expert trainers come to your facility with the equipment, expertise, and courseware to provide a valuable learning experience. Onsite training can be more cost-effective than open enrollment when you have six or more attendees at your location. Enterasys Service units For maximum flexibility, Enterasys Service Units enable you to buy “Units” that you can redeem any time within a year of purchase for Professional Services or Training. Enterasys Networks develops unique Secure Networks™ solutions that deliver integrity, performance, and security for your networking infrastructure, and the resources and applications that depend on it. Enterasys’ Professional Services greatly simplify the implementation of Secure Networks, and accelerate the return on investment for the purchased solution. Enterasys Service Units make it easy to purchase and reserve access to Enterasys Professional Services, while giving you the flexibility to utilize these resources at the time most convenient for you. By purchasing Enterasys Service Units, you gain access to our entire portfolio of Professional Services offerings for up to one year from date of purchase. To learn more about the Enterasys Service Units (ESU) program, download the brief at: http://www. enterasys.com/services-training/enterasys_service_units.pdf To learn more about the classroom training schedule (updated regularly), visit us at: http://secure. enterasys.com/learning/training/classroom 40 parTnErS Secure Advantage Partner Program Program enhancements make it even easier to profit from our technology, focus, and commitment our partner philosophy Partners are an extended part of the Enterasys family. Partners are integral to near-term success and long-term growth of Enterasys Networks. Our goal is to leverage the unique capabilities and strengths of our partners around the world to bring the highest caliber of services to our joint customers. Co-delivery capabilities can include planning, deployment, Integration, optimization, advisory, educational, and technical support services. We are committed to ensuring our partners success. To that end, we have developed programs to foster and bolster our collective services and support delivery capabilities so that we can improve customer satisfaction. At Enterasys Networks we’re serious about partnerships, which is why we offer a unique and mutually beneficial partner program unlike any other in the industry. Secure advantage Highlights product Segmentation Today’s enterprises expect their solution providers to have the expertise to recommend, implement, and support networking solutions, particularly those that include complex, high-end products. To meet this demand, Enterasys provides Partner Program members with exclusive access to high-end Enterasys solutions such as the Matrix® N-Series flow switches. Such product segmentation helps you deliver solution-oriented deals to your customers as you exclusively sell and support these industry-leading products. value-added Discount Partners who invest in training their sales and technical personnel on Enterasys products—and meet the minimum annual revenue commitment—receive valuable discounts from Enterasys. These discounts help prevent margin and price erosion from non-affiliated resellers, giving certified partners a distinct pricing advantage. Enterasys networks partner program new partner program level Designations The new program-level designations—Platinum, Gold, and Silver—offer global consistency for the program and are immediately recognized by customers and partners in different geographic regions. revised program requirements All members of the program will be required to have a minimum level of Enterasys-trained sales and technical personnel on their staffs. Annual revenue goals have been changed to better meet business goals and, as you grow with Enterasys, we have the programs in place to help you become more profitable and competitive in the marketplace. There is nothing more important than our customers. 41 revamped partner Training program and certifications We have enhanced the accessibility of training for our partners. Enterasys now offers instructor-led, web-based, and self-study courses. The new curriculum will improve your staff’s ability to position Enterasys products technically and to design Enterasys network solutions to meet each customer’s unique needs. classification overview The Enterasys Secure Advantage Partner Program is designed to meet the different business models of companies that sell and support networking infrastructure and IT security solutions. The Secure Advantage Partner Program is divided into Infrastructure-based and Security programs. The classification level for Enterasys Secure Advantage Partners is determined by several criteria, including the Partner’s business model, technical competency, and service support. With three levels of Infrastructure-based partnership and one level of Security partnership, Enterasys can accommodate the varying business needs and service capabilities of our Partners. The partnership levels are described below. platinum partner The Platinum Partner is a major reseller and service partner who has Enterasys Secure Networks as a major component of their business. The Platinum partner will: • Be a major partner committed to making Enterasys a major part of their business • Provide implementation and installation services • Sell services with Enterasys solutions and provide Level I and Level II support • Demonstrate strong experience in Secure Networks • Have eligibility to join the Marketing Back End Rebate (BER) Program • Generate revenue volumes as outlined in the partner program table overview • Hold Sales, Pre-Sales and Post-Sales certifications as per the partner program table overview Gold partner The Gold Partner is a reseller who can provide service and support, has experience in Secure Networks, and desires to make Enterasys a major part of their business. Gold Partners have similar pre-requisites as Platinum Partners. Silver partner The Silver Partner has unique capabilities, and strong personal relationships that assist in receiving revenue through diverse product sets from a focused or niche market. This reseller isn’t required to provide service and support as long as they provide Enterasys with their named authorized service partner that provides consulting, installation, and implementation services. Elite Security partner The Elite Security Partner has unique capabilities, and strong personal relationships that assist in receiving revenue through all of Enterasys Security Solutions ⎯ Dragon IDS/IPS, SIM, Dragon Security Command Console (DSCC), and Enterasys NAC. This partner provides consulting, implementation, integration and professional services to customers for our complete security solutions offering. The Elite Security Partner will: • Sell services with Enterasys solutions and provide Level I and Level II support • Provide implementation and installation services 42 • Demonstrate strong experience in Security Information Management (SIM/SIEM), IDS/IPS, and Network Access Control professional Security partner The Professional Security Partner has unique capabilities, and strong personal relationships that assist in receiving revenue through Enterasys Security Solutions ⎯ Dragon IDS/IPS, SIM, Dragon Security Command Console (DSCC), or Enterasys NAC. This partner provides consulting, implementation, integration and professional services to customers and sells and supports one Security product line, Dragon or Enterasys NAC. The Professional Security Partner will: • Sell services with Enterasys solutions and provide Level I and Level II support • Provide implementation and installation services • Demonstrate strong experience in Security Information Management (SIM/SIEM) and IDS/IPS, or NAC What Does it mean for our partners? Customers expect more from their solution providers, including assurance that the solutions they choose align with their business strategies. They also desire a much earlier and more intensive collaboration for technology procurements. This means that as a solution provider, you need to invest in building your value proposition for customers by providing quality support for the products and solutions you sell. The Enterasys Networks Secure Advantage Partner Program is designed to help you successfully solve these challenges by: • Driving more opportunities to Enterasys partners who deliver the capabilities expected by customers • Enabling our partners to build their capabilities • Helping partners to bring increased value to customers for a sustained competitive edge Technical Support and partner management partner regional Engagement manager (rEm) The Enterasys Global Technical Assistance Center (GTAC) provides a program to better manage and service partner contact into our technical support centers. The partner engagement is managed by a Regional Engagement Manager (REM) who is responsible for providing a high-touch model to the collective technical support delivery process. The Regional Engagement Manager (REM) is a member of the GTAC Management team and is a dedicated regional support liaison between Partners, Sales, local support, and Engineering. The REM’s responsibilities include: • Daily Proactive Case Management. Daily review of and updates to new services cases, return material authorizations (RMA), and engineering escalated cases. Case management includes proactive notifications to regional Enterasys support staff, partners, and customers. • Weekly Technical Lead Conference Call. A weekly conference call with the EMEA regional services personnel, focused on consistent and timely communication of case updates, with the desired objective of accelerated resolution to key outstanding customer and partner issues. • Monthly Regional Open Inventory Reporting. Provide an EMEA regional based summary report of all open cases and engineering escalations. The regional monthly report will include a resolution progress summary for the entire engineering escalated open inventory, including root cause analysis and estimated remediation timelines. There is nothing more important than our customers. 43 • Partner Bi-weekly Conference Call. Proactively contact all of our key EMEA partners and provide progress summary reports as related to all open inventories of engineering escalated cases. • Process Improvement Collaboration – Constant and open dialogue with the partner community allows us to continually review and improve process through best practice discussions. Customer and partner benefits include: • Improved Partner/Enterasys collaboration • Improved customer satisfaction • A single point of contact into GTAC • Complete account visibility contact us For more information, call Enterasys Networks toll free at 1-877-801-7082, or +1-978-684-1000 and visit us on the Web at enterasys.com. For more information about Enterasys Networks’ Secure Advantage Partner Program, contact your channel account executive via e-mail partners@ enterasys.com or visit us on the Web at enterasys. com/partners proDucT ovErviEW Enterasys Secure NetworksTM Products & Solutions Overview What we do? Enterasys delivers Secure Networks™ that ensure the confidentiality, integrity, availability and performance of IT services and the business users that rely on them Our products and technology: • Ensure only the right users have access to the right information from the right place at the right time • Secure any network • “What you need, is what you get” policies based on identity • Protect financial and knowledge investments through open-architecture, standards-based technologies • Visibility and control of large and diverse enterprise networks • Backwards compatibility assures multi-generation useful lifecycle to accelerate ROI • We can secure any network from any vendor. • Our open-architecture, standards-based software can help you protect the financial and knowledge investments you have in another vendor’s network hardware. • Our management software delivers security visibility and control of large and diverse enterprise networks – whether they are ours or other vendors. 44 • When designing our networking hardware, we intentionally build-in backwards compatibility to ensure you receive 7-10 year useful technology lifecycles when investing in Enterasys gear. • The integration of our hardware and software means you can intelligently sense and automatically respond to security threats in your network. • Design, deploy, optimize, support and service integrated hardware and software solutions • Intelligently sense and automatically respond to security threats on your network • Proactively prevent threats from entering your network Today’s iT Environment It is a simple fact that in today’s IT environment, nothing works without the network. Serviceoriented Applications, IP telephony, cluster computing and data center virtualization technologies all rely on a rock-solid, high-performance network to interconnect the distributed components of any IT service or application. Also recognize that the growth in networks is not being driven by more people connecting, but rather by more devices connecting such as printers, phones, security cameras, building control systems, and more. As more devices connect, the number of security threats increase exponentially. The US Government Computer Emergency Response Team (CERT) predicts over 7,000 different new types of vulnerabilities will emerge this year. The historical total is more than 38,000 documented vulnerabilities. Security is also a boardroom issue, not just a technology one. A single public security incident can damage the brand image and reputation of a company. To predict a cost for these public disclosures, just look at the advertising budget for one year – it will take at least that long to repair the damage done to the company brand. Regulatory compliance continues to drive IT investment – here a just a few examples of these regulations from financial services, healthcare and retail industries. The IT investment climate also remains very tactical. Gone are the days of multi-million dollar projects with 3-year ROI models. CIO’s are making six-figure investments and expecting to see six month ROIs. Did you Know? Enterasys Secure Networks™ Support Multiple VoIP Vendor Solutions Convergence solutions provide an integrated, open-architecture approach to discover, classify and prioritize voice/video/data applications, devices and an users. Enterasys has been successfully deployed with IP telephony solutions from Avaya, Cisco, Nortel, Mitel, Panasonic, Shoretel and Siemens – just to name a few. CONNECTIVITY: Wired and wireless, LAN and WAN, switching and routing Embedded security, QoS and reliability for users, devices and applications Enterasys Secure networksTm Solutions There are 3 main problem areas we address with our Secure Networks solutions: COMPLIANCE: Ensure only the right users are accessing the right IT resources from the right place at the right time • Network Access Control (NAC) to assess, authenticate, and authorize users, devices, applications and services • Unique policy-based automation to protect you and your information • Auditing and reporting aligned with regulatory needs • Control Internet, e-mail or other applications while preventing hosting or downloading of inappropriate or illegal content Compliance solutions ensure only the right people/devices are accessing the right information from the right place at the right time. Our NAC solutions proactively prevent new threats from entering your environment. Our automated security manager automatically responds to threats that do happen. Our security information and event management (SIEM) combined with our network behavioral analysis (NBA) and intrusion detection prevention response systems (IDS/IPS) can There is nothing more important than our customers. 45 produce compliance reports aligned with regulatory needs. We also deliver granular control over individual users, devices and applications at the flow-level of granularity while also preventing the downloading or hosting of inappropriate or illegal content. CONVERGENCE: Voice video data as well as networks & security An Integrated, open-architecture approach to understand and manage the priority and security of converged applications and users Connectivity solutions ensure you can connect desktops, servers, printers, phones, cameras, etc. wired or wirelessly with switching and routing at speeds up to 10 gigabits per second per port with embedded security, QoS and reliability. Secure networks products Enterasys provides you with freedom of choice when it comes to deploying IP Telephony on your network. Enterasys Uniquely Discovers, Classifies, Prioritizes and Secures Voice, Video and Data Communications without Sacrificing Performance. Enterprises worldwide want to ensure the same reliability, quality, manageability, mobility and security of the traditional PBX with new voice-over-IP (VoIP) and unified communications solutions. The Enterasys Secure Open Convergence solution delivers a way to sense and automatically respond to security threats against the IP telephony infrastructure; enforce network access control policies; and comply with regulations such as CALEA and E911. • Security is delivered by Dragon IDS/IPS, Enterasys NAC and the security-enabled infrastructure solutions for switching, routing and wireless. • Mobility is delivered by RoamAbout’s Direct Path Forwarding ability to optimize network traffic based on the underlying application which allows latency-sensitive voice and video applications to intelligently communicate at the access point without requiring all traffic to be forwarded back through a WLAN controller. • Manageability is delivered Enterasys NetSight® suite of management applications that deliver policy-based visibility and control over convergence users, applications and devices • Quality is delivered by Enterasys Matrix N-Series switches which feature a unique ability to separately secure and prioritize a phone, camera, printer and computer connected to a single network port to provide the business with granular flow-based visibility and control over individual voice, video and data conversations for each user and application. • Reliability is assured with high-availability hardware and software components of the Enterasys Matrix and SecureStack™ switches and routers whose architecture has no single point of failure and supports 15.4 watt IEEE 802.3af PoE on all interfaces to power IP telephone handsets or other PoE devices. 46 Secure networks architecture Secure Networks have 3 main components: • Advanced Security Applications for intrusion detection, prevention & response, network behavioral analysis, security information and event management (Dragon) and network access control (NAC) • Centralized Visibility & Control network management software (NetSight) • Security-Enabled Infrastructure through switches (Matrix and SecureStack, and G/I/D-series), routers (Matrix X & XSR) and wireless (RoamAbout) Figure 2 - Enterasys Secure Networks Capabilities The capabilities they deliver are: • Policy definition and enforcement • Access Control • Threat Detection & Location • Threat Response & Remediation • Proactive Prevention Enterasys takes an architectural approach to embed security in every piece of hardware and software we make – it is the first thought we have when designing a new product. In contrast, our competition seems to treat security as a bolt-on after-thought which requires additional appliances to be added to the network infrastructure, increases complexity, and complicates control. When analyzing the two approaches, you can ask yourself some questions that are critical to your network security success: • Can you easily deploy and operate your network security? • Can you automatically enforce your policies anywhere and everywhere? There is nothing more important than our customers. 47 • Can your network dynamically react to threats against your IT assets? • Can you automatically produce important audit and compliance information? Secure networks capabilities overview • Establish and Enforce Policy means you can real-time enforce your organization’s acceptable use policy piece of paper for IT services • Access Control means only the right users/devices are accessing the right information from the right place at the right time • Detect and Locate means threats are automatically recognized and the source of the threat identified and located • Respond & Remediate means you can automatically sense and respond to security threats without requiring human intervention • Proactive Prevention means you can stop new threats from being introduced into your IT infrastructure Enterasys Secure Networks policies align the network with business requirements through “What you need is what you get” policies that ensure only the right users have access to the right information from the right place at the right time. We take your paper policies and enable them to be enforced real-time throughout the entire network. Policy is defined centrally leveraging your existing directory privileges and then enforced in a distributed manner on every port in the network. Figure-3 illustrates a side-by-side comparison of why we feel our business-oriented approach with visibility and control over users and applications is better than competitive technology-oriented approaches based on ACLs, ports and VLANs. Policy enables our 10,000, 20,000 and 30,000 user customers to manage their networks dayto-day with a handful of people. With Enterasys, you need 1 network operator for every 2,000 to 5,000 users. With the competition you need 1 network operator for every 200-500 employees. As you combine our hardware with our software, solutions are born. Here is a short listing of some of our solutions to particular customer challenges. More detailed information is available for each of these solutions. The Enterasys difference is that we are willing to deploy them in your environment during a proof-of-concept to ensure you know the solution will work rather than having to only rely on whitepapers and PowerPoint slides. The Secure Networks™ architecture provides our customers with several advantages in addressing their most critical issues. Secure Networks™ delivers the fastest detection, location and response capabilities required to react in real time to threats to the communications infrastructure and the business applications running in the environment. Secure Networks™ delivers the most precise security enforcement, with pinpoint control over communications policies. Granular traffic filtering, rate limiting and prioritization can be applied where they need to be – anywhere in the network. Secure Networks™ delivers the most distributed deployment of network security. Security policies are enforceable throughout the entire network infrastructure making it possible to circumvent attacks and threats no matter where they originate. 48 Secure Networks™ is the only open architecture in the industry today. Enterasys continues to develop standards-based and open technologies that integrate with other industry systems. Enterasys’ solutions will secure any network from any vendor. Secure Networks™ delivers the most automated operation and control. Having advanced security technologies is only as good as the ability to operate and manage them. Enterasys has the industries best visibility and control software for operating a secure network. Secure Networks™ does not penalize performance for the sake of security. Because the security is fully integrated in the hardware, and not “bolted on”, there is no performance impact when leveraging the technology. Secure Networks™ delivers flexibility to quickly address future needs. With solutions from Enterasys you can be assured that you have the most flexibility in product capabilities as well as the industry’s longest product lifecycles to address not only today’s most critical networking issues, but tomorrow’s as well. Secure Networks™ delivers our customers the industry’s best total cost of ownership. Because of the architectural approach to integrated security, convergence and compliance technologies, and the centralized management capabilities, a Secure Networks™ solution is easy to operate and effective in mitigating potentially costly events which can occur in your environment. You can learn more about our award winning product portfolio by visiting: www.enterasys. com/products appEnDixES Email Format conTacTinG THE GTac By Email You can open a case by sending an email to email@example.com. This can be especially useful for non-critical technical issues. Enterasys will make their best effort to respond to your email in a timely manner. However, if the case is a matter of urgency, we strongly advise you to contact us by phone as this is the preferred way to interface with GTAC engineers to ensure a timely response. When a problem occurs, please ensure that all relevant information is included in your email message, such as products affected, detailed problem description, configuration files, all event and error logs, trace files, and any additional pertinent information. A case number will be created accordingly if the following requirements are met: • All email requests must include a product identifier or case number wrapped in brackets or parentheses in the Subject line. For example: -For a new case, the Subject line should include an identifier such as [SWITCHING] or (SWITCHING). See the list of identifiers below. -For a case update, the Subject line should include the case number such as  or (40000001) NOTE: You may also submit your question using our web form, which automatically takes care of the Product Identifier at: http://www.enterasys.com/support/email_forms/support • File attachments are supported. • All valid requests will receive an E-Acknowledgement with a GTAC case number. There is nothing more important than our customers. 49 • GTAC skill based routing identifiers: -By Technology/Solution: • [NETMGMT] Network Management Solutions • [IDS] Host and Network Based Intrusion Defense • [PRIMUS] Knowledge Base Questions • [ROUTING] Routing Technology Questions • [SWITCHING] Switching Solutions • [VPN] Remote Access with XSR Security Routers • [WAN] Wide Area Technologies • [WIRELESS] Wireless Solutions -By Product Type: • [C-SERIES] Stackable Switch • [DRAGON] Dragon IDS Products • [E-SERIES] Matrix Enterprise Switch • [N-SERIES] Matrix Premium Enterprise Switch • [V-SERIES] Wiring Closet and Desktop Application Switch • [X-ROUTER] Matrix Secure Core Router • [NETSIGHT] Advanced Network Management (Policy Manager, Element Manager, Atlas) • [NONE] None of these topics seem appropriate • [ROAMABOUT] Secure Wireless Products • [VH] Workgroup Switch • [Xpedition] Core Routing • [XSR] IP Security Routing VPN and Firewall -Others: • [FIRMWARE] Service contract access to embedded firmware libraries • [REGISTRATION] Global Services product registration questions • [GTSADMIN] GTAC web systems and email support Depending on the problem, the GTAC Engineer may request further information or ask for diagnostic tests to be performed to identify the problem as quickly as possible. 50 Case Severity case Severities Definitions & Joint responsibility matrix priority C1: Critical Definition Catastrophic impact to mission critical functionality Examples • Network or system is down causing users to experience a total loss of service • Total loss or continuous instability of mission critical functionality • Inability to use a feature or functionality that is currently relied upon for mission critical functionality • Issues that are impairing, but not a total loss of mission critical functionality • Intermittent issues that affect mission critical functionality • Inability to deploy a feature that is not currently relied upon for mission critical functionality • Loss of redundancy of critical hardware component • Issues in the network or on the system that are not causing impact to missing critical functionality • Non-repeated issues that have impacted mission critical functionality but have since recovered • Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network • Time sensitive questions or information requests • Workaround in place for Priority 1 and Priority 2 issues • Information requests • Standard questions on configuration or functionality of equipment • Non-urgent RMA requests • Cosmetic defects Adding a protocol, feature or technology to an existing product Enterasys responsibilities Resources dedicated until resolution or workaround in place customer responsibilities • Designated resources are available until resolution or workaround in place • Ability to provide necessary diagnostic information C2: High Significant impact to mission critical functionality Resources available as appropriate until resolution or workaround in place • Resources available as appropriate until resolution or workaround in place • Ability to provide necessary diagnostic information C3: Medium Minimal impact to business operations Resources available as appropriate until resolution or workaround in place C4: Low Enhancement Request Submission of a product enhancement /new feature request Immediate acknowledgement of issue and implementation decision within 60 days There is nothing more important than our customers. 51 Contact Lifecycle Flow Chart E nteras ys G lobal Tec hnic al As s is tanc e Center Lifec yc le T echnical S upport E ngineering S ta rt C a s e E s c a la ted to E s c a la tion S upport E ngineering (G TAC ) – Contac t E s calation S upport E ngineering C onta ct into G T AC ( E lectronic or Phone) – Intelligent skills ba sed routing to queues D a ta ga thering process – symptom , product, network design , environmenta l conditions T ec hnology Q ueues : • R outing/W AN • S witching • D ra gon ID S /IPS /D S C C • W ireless • N etS ight/N AC • L a ngua ges D is c ov ery Pha se Mea sured by Mea n -time -toIdentify ( MT T I ) R oot ca use dia gnosis R eplic a tion Pha se Mea sured by Mea n -time -toR eplica te ( MT T R ) No Yes Known a noma ly ? S uccessful R eplica tion ? Process R MA ( R efer to R MA Process for more deta ils ) No R MA R equired? Yes Yes No O n-site support required? Yes D ispa tch E ntera sys certified service ena bled pa rtner , systems engineer , or G T AC esca la tion support engineer C oordina te on-site visit a nd pa rtner to continue discovery pha ses F ix Va lida ted ? R emedia tion Pha se D es ign E ngineering Yes – N ote: E sca la tion to S upport E ngineering ma y not be immedia te Pa c k a ging Pha se D es ign , S y s tem Q ua lity A s s ura nc e , & S upport E ngineering No No T roubleshoot Process – determine root ca use , identify immedia te worka round , document findings No R esolution Ava ila ble ? No C a se a ge > E sca la tion SLA ? Yes G enera l Ava ila bility - E C O S ign of f - Pos t S W /F W on W eb - C onta c t C us tomer /Pa rtner Yes • • C onfigura tion E rror Ava ila ble Pa tch R elea se D ocument a ctions , close ca se , & send survey E nd D ocument a ctions ( E x : Knowledgeba se , close ca se & send ca se closure notifica tion a nd customer survey 52 There is nothing more important than our customers. 53 Contact Us For more information, call Enterasys Networks toll free at 1-877-801-7082, or +1-978-684-1000 and visit us on the Web at enterasys.com Patented Innovation © 2008 Enterasys Networks, Inc. All rights reserved. Enterasys Networks reserves the right to change specifications without notice. Please contact your representative to confirm current specifications. Please visit http://www.enterasys.com/company/trademarks.aspx for trademark information. 07/08 Delivering on our promises. on-time. on-budget.