Connectify Dispatch

8/10/2019 Connectify Dispatch

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1 Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved.

Copyright 2014 EMC Corporation. All rights reserved.

Partner Update21st Oct 2014

Copyright 2014 EMC Corporation. All rights reserved.


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Agenda

Install Compliance Goal


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APJ Install Compliance Goal What is Install Compliance Goal

An Install Compliance goal introduced in Q2 14 with the aim to encourage the field to ensure

products are installed as per EMC Best Practices . The tracking helps to increase Recently Installedsystems install compliance %.

What is MeasuredA single Target that measures install compliance per region. Percentage Compliant = (Exceptions / Total in Period) Qualifying period = Install date + 90 days Exclusion Period = Install date < 30 days (no other exceptions) Exception = Missing Code, missing Primary Contact, invalid Connection Record, missing Connect homeand missing Connected To.

How is it measured

Weekly Region Exception Reports available from:https://inside.emc.com/docs/DOC-54990


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Tasks measured for Install compliance Goal1) Contact InformationPrimary and Secondary contact information of the end customer should be correctly updated.

2) Code Currency

Code should be upgraded to latest target code or to the customer approved code in case of global customers.Contact ASE / ASR / PM for additional information on the code levels. However, EOSL / missing / wrong codeupdation should be strictly avoided.

3) Connected TO (wherever applicable)

Connected TO is a SSID number for all the nodes connected in that cluster. This is applicable to all products likeAvamar and it should not be left blank.For Avamar: Using the CLI, mccli server show-prop | grep system ID

4) Valid RC

We should have a valid RC connectivity option of ESRS / email home. For all successful configuration, we should

have a test SR in SYR. If not CCAF process should be followed. Full procedure of CCAF should be followed.

5) RC Dial Home / Config

The system should be dialing home on a weekly basis. Date of last dial home will be checked. CheckHome / Config Home will be checked.


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CCAF Process Engineer should explain the ESRS option during installation pre-work. Should send the related documents through email after the discussion. Engineer to provide the demo / presentation based on the need. Material is available in One EMC. Contact ASE / ASR / CSE for any assistance in explaining the process to customer. Explain the pre-requisites like port requirements, OS required to customer.

If no response within one week, please send the first reminder and copy EMC ASR /ASE.

Please call up customer before sending the email.

If no response even after 2 weeks, please send the second reminder and add CCAFform.

Please call up customer before sending the email. Explain the CCAF document process. Copy the respective ASR / ASE & CSE of the region / account. We need signed document or reply to the email where CCAF document was sent.

One CCAF document for one TLA. Multiple TLA in form is not allowed.

After getting the CCAF / confirmation email, please inform Iyaz Khan / PavithraGanapathy.


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Template for closing the InstallDetails Required EMC CE / Partner inputs

Customer Name (in short)

System Serial Number

Code Level

Primary contact Name

Email id

Phone number

Alteranate Contact NameEmail id

Phone number

RC Type (ESRS/Email/CCAF)

Test RC SR

CCAF uploaded as per process Mention Refuser Name & Reason

Connected to SN (Avamar & RP)

Final Logs uploaded in the SR Yes or No

Logs upload Date Date mandatory

Site checked before power ON Yes or No

UAT Done Yes or No


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APJ Install Compliance Trend


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Install Compliance


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Install Compliance Q4 Goal OverviewAim: Installation is complete when the system is updated withall relevant elements to:

facilitate smooth service request handling

reduce counter productivelyenhance customer experience.

Solution: a single target that measures installation compliance(completeness) for a defined set of metrics.

either all metrics are valid or installation is non-Compliant.


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Install Compliance Q4 Goal OverviewTarget: This will be measured as a single regional target whereour aspiration is 100% success but in Q4 the regional target willbe set to 90%.

Measurement: metrics all need to be valid to be compliant: Code Level

Remote Connection record

Primary Contact and email address

ASR Name and ASR email

Connect-Home received for remotely-connected TLAs

TLA Connected To relationships where applicable


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Install Compliance Q4 Goal OverviewGoal Measurement criteria:

Measurement begins when TLA is set to Install status in CSI

Non-Compliant TLAs


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Install Compliance Summary Reporting Summary Page - all Product TLAs recently set to Install will

appear in the Summary report.

The Summary shows TLAcounts per product

Drill-down by clicking on a link

Geo, Region, and Districtreports available


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Install Compliance Detail Reporting Detail Page each Product TLA shows details & issues


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Install Compliance Detail Reporting Detail Page each Product TLA shows details & issues


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Goal - CSI Connection Record Values

Connect-In Connect-Home

Compliant

Not CompliantCompliantCompliantCompliant

Not compliantNot compliant

CompliantNot compliant

CompliantCompliantCompliantCompliantCompliant

Not compliantNot compliantNot compliant


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Goal intended to be ProactiveMetric Can these be completed Prior

setting Install in CSI?

Code Level Yes

Primary Contact and email address Yes

ASR Name and ASR email YesConnected To relationships(where applicable)

Yes although this is normally completed as partof an install form sent to IBG

Remote Connection record No - This should be set to Not Configured Set to Customer Refused if this is going to bethe final position ASAP and make sure CCAFprocess is followed.

Connect-Home received forremotely-connected TLAs

No - Can only be completed after theConnection Record update and physical installof the Connectivity


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Proactive not Reactive Proactive means: (0- 30 days)

Planning before the actual install

Update CSI (Contacts, IB) before Install is considered complete

Install and test connectivity before Install is considered complete

Send Template & Raise PNT (after confirmation from EMC ) once all work is

complete

Reactive means: (31 180 days)

You didnt do the install so you may not know who at the customer you should be

talking to, so this can take additional time and add a degree of difficulty

If the customer is happy with the current connectivity status, changing it after

install is considerably harder and more time consuming


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LinksDescription Link

ESRS Solution Tools and Reference https://inside.emc.com/docs/DOC-54534

ESRS Collateral & Resources https://inside.emc.com/docs/DOC-76305

CCAF Process, forms and repository http://gcsdocs.corp.emc.com/


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Partner Process Training


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Installation and Implementation Process Overview

Installation : Step 1 Physical Installation and configuration

Partner Engineer

Conduct Site Survey &

inventory check

Configure Remote

Support

Upgrade Box to latest

Code and Install

Create Product

Procedure Generator

Upload Config Files

To EMC, Eg. EIP1

Installation : Step 2 Transfer of Box to EMC and Admin Closure

Partner to fill in the PNT

Form for each box

Submit PSQ Survey

To the Customer

Implementation: Step 1 Configuration of hardware to customers Host

Create the Scope

Of Work

Testing and Hand

Over Training

Implement the

Scope of Work

Submit the Change

Control using CCA

Documentation


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PNT Process



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PNT stands for Partner Notifi cation Tool . This option is available to Partners for the notification to EMC of work performed -

such as platform installs, hardware upgrades, software upgrades, remote connections, and relocations.


Features of PNT

What is PNT?


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Login to Partner Portal (www.emc.com/auth/partnerportal.htm) ->Services andSupport Delivery Resources



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Select Quick Links-> EMC Services Partner Web


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EMC Service Partner Web -> Tools & Forms

Available Product view dependsOn Partners Contract



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Tools & Forms -> PNT Tool


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Mandatory

Mandatory

Mandatory



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Email Notification on the PNT Output New Partner Notification


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Email Notification on the PNT Output Update

Email Notification on the PNT Output Closed


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37 Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved.


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Documents

Connectify Dispatch