Barco Partner ProgramPartner Program

Service Program Guide

Our customers expect a superior product experience. To achieve this, a high-

quality product alone is no longer enough. Professional service and support is key

to success.

Barco delivers innovative and state-of-the-art services that delight the customer

and anchor Barco’s global leadership in digital visualization systems.

Our global Barco service network will provide your customer with a consistent,

high-level experience anywhere in the world. Our service professionals provide

technical helpdesk and on-site support in a host of languages in all major regions

of the world.

This global infrastructure of people, tools and systems is a key asset for you as a

Barco Connect! partner to help grow your business.

By marketing and selling Barco services, you extend the customer relationship

well past the initial sale. Customers continually struggle to keep pace with the

fast-moving changes in technologies or want to focus on their core activities.

That’s why they increasingly rely on specialist support organizations, which help

them bridge the technology gap and which offers them specialized services to run

their business more efficiently and at lower cost.

Your support helps enhance customer loyalty and foster positive customer

relationships whilst maximizing their return on investments.

Barco Connect! Service Program

What’s in it for you?

When you sign up for Barco Connect!, you commit to market and sell Barco’s portfolio

of services. By selling services, you will generate a substantial revenue stream while

extending the customer relationship well past the initial product sale. You enter the

realm of generating customer satisfaction and leveraging their investment in Barco

products. As a Barco Connect! Partner, you resell Barco’s branded services. You manage

the sale and Barco executes the contract. Our global service network will provide your

customer with consistent, high-level experience anywhere in the world.

Barco Connect! partners may be entitled to market development funds and rebates.

For eligibility criteria, refer to the Barco Connect! Sales & Marketing program guide or

contact your channel account manager.

Ten good reasons to sell Barco branded services:

• Additional and recurring revenue

• Global service network

• Game-changing managed services

• Dedicated quotation support team

• Maximized system uptime and minimized

Total Cost of Ownership

• Access to industry-leading experts

• Priority availability of parts and repairs

• Early support identification for remotely

monitored equipment

• Long-term service coverage

• Delighted customers through peace of mind

and reduced risk

Consult & Design Implement Maintain Manage

Assessment

Concept Development

Solution Design

Project management

Customized System & Software Installation

Re-allocation of installations

InstallationAudits

Testing & Validation

On-site end-user training

Certified in-house service training

Warranty

Core

CorePlus

Premier

PremierPlus

Preventive maintenance

Engine cleaning

On-site support

Regional repairs

Factory repairs

Color matching

Spare parts Certified in-house service training

Silent monitoring

System monitoring

Eco-system monitoring

CineCare

CineCare web

QA web

Lamp leasing

Software upgrades

Consult and design

Experts convert your customer’s vision and goals into validated engineering drawings

and blueprints. Furthermore, we offer validation services based on your own designs.

Our consultancy services are at your disposal, for example when handling complex

projects.

Implement

Through efficient project management, Barco helps coordinate all stakeholders and

activities related to the execution of the statement of work (SOW), up until the customers’

acceptance. Our clear project documentation provides you with detailed and customized

user descriptions and maintenance guides, while the smooth installation, re-allocation,

audits and system tests and validations help smoothen the implementation process.

Maintain

Barco offers a wide range of service maintenance packages, tailored to you and your

customers’ needs.

If you have no in-house specialized technical expertise, our PremierPlus package with

on-site technical support, preventive maintenance and software update installation is

exactly what you need.

Are you working with critical or complex equipment and is your uptime crucial? Then

the 24/7 high-level technical support of our Premier package is for you. This package

includes risk coverage for spare parts, leading to predictable maintenance costs.

If you already invested in technical training, our Core and CorePlus packages are cut

out for you. With CorePlus, parts or screen replacements can happen in no-time, while

Core offers optimum risk coverage on part- or repair costs and, consequently, fixed

maintenance fees.

Manage

Our managed services include a full suite of support services to maximize the uptime of

your install base and reduce costs throughout your operating processes.

For a detailed overview of these services, please refer to www.barco.com

Barco’s QAWebBarco’s QAWeb is the industry’s first secure, web-based, all-in-one solution for quality assurance and asset

management of your hospital-wide displays. It enables maximum uptime of your install base, with no interruption

to the workflow through remote and automated DICOM calibration and quality assurance, anywhere and any time.

Barco’s CineCare WebCineCare Web is the world’s only cinema-dedicated tool for remote monitoring and servicing of DC equipment.

It allows a service provider to organize its managed services more efficiently and proactively, thereby improving

customer service to exhibitors.

CineCare Web has guaranteed data and connection security, allows real-time and proactive monitoring, is built

upon cinema business logic and provides a platform for different kinds of reporting.

Barco’s Lamp LeasingThe Lamp Leasing agreement offers a clear, computable cost of operation. A fixed fee covers all your lamp needs.

Lamp Leasing is available for all of Barco Control Rooms’ Poly-Silicon LCD and DLPTM projectors. This service ensures

lamp replacement in a coordinated way and with fast Turn Around Time.

Entitlement

eSupport

Telephone Technical Support

Spare Parts

Product Software

Onsite Support

Preventive Maintenance

On Site Spares Kit

Core

Yes

Business Hours

15 Days return to Factory Economy Shipment

Updates

Recommended

CorePlus

Yes

Business Hours

Advance Exchange Next business day Economy Shipment

Updates

Recommended

Premier

Yes

24 X 7

Advance Exchange Same business day Express Shipment

Updates

Recommended

PremierPlus

Yes

24 X 7

Advance Exchange Same business day Express Shipment

Updates + Install

Next Business Day

Yes

Recommended

Barco Standard Service Packages

Barco recognizes that some service partners have made a substantial investment in

infrastructure and expertise to provide their end-users with high-quality support, both

remote and onsite.

That’s why Barco Connect! offers the Barco Connect! Service Partner accreditation

program.

What is it?

Barco Connect! Service Partner is a formal accreditation program to allow partners to

execute services on Barco products as part of their service ecosystem.

To become an accredited Barco Connect! service partner, you agree to participate in

an initial audit performed by Barco to assess your service organization and technical

capability to deliver services on Barco products and systems. Successful completion

of the audit is a prerequisite to becoming a Barco Connect! service partner. The

accreditation will define the scope of both service types and products that you are

authorized to service.

You will be assessed on an annual basis. The assessment information we record will be

held within our own confidential records and will only be shared with you.

This accreditation also requires successful completion of the Barco Connect! training

program for all technicians performing services on Barco equipment, supported within

the partner- branded service.

The service partner accreditation program

What do we expect from you?

We expect you to

• sell and execute your branded services;

• provide a first-line helpdesk with trained

personnel for specific Barco products and services;

• let your certified technicians perform on-site services on specific Barco products as

part of your total service package.

What can you get out of it?

This accreditation authorizes you to purchase tailor-made partner service packages from

Barco, to which you add your own value elements in order to obtain your own branded

services.

These selected partner service packages are available to provide you with back-to-

back and escalation support. That way, we ensure continued alignment between Barco

support and your service model for the duration of your contract.

Additional services and building blocks are also available. They offer a flexible service

portfolio which complements and expands your existing capabilities in both geographic

reach and functionality.

Next steps

Ready to sign up as a Barco Connect! Service Partner? Don’t hesitate and contact your

channel account manager today.

Partner Core

L3 Support

Business Hours

SW Updates

Parts

ReturnToFactory,

Economy

shipment

Partner CorePlus

L3 Support

Business Hours

SW Updates

Parts

Advance swap

Next Business

Day,Economy

shipment

Partner Premier

L3 Support

24/7

SW Updates

Parts

Advance swap,

Same Business

Day express

shipment

Service Partner

There are three optimum moments to sell services. The easiest – and most successful

one - is the moment you sell the product. You can, however, also sell services during

the initial warranty period or when the system warranty expires. Once you have sold

the services, you will have an annuity stream. And a third moment is prior to expiration

of a service contract that’s already in place. Barco has developed three specific metrics

to calculate how successful you are at selling services:

Attach rates

The attach rate is the percentage of service contracts sold against the number of

products or systems sold.

Conversion rate

How many products or systems coming out of warranty are converted into a contiguous

support contract?

Renewal rates

The renewal rate identifies how successful you are at renewing service contracts on

time. This is the number of renewed contracts versus the number of expiring contracts.

In order to encourage our partners to “sell” good service, which will lead to greater

customer satisfaction, all Barco Connect! Partners, including Authorized Partners,

are eligible to rebates. The rebates will be linked to specific targets on the above-

mentioned metrics.

Your channel account manager will discuss your metrics and advise how you can

maintain or, better still, improve your rates.

Together towards success

Learn more about Barco Connect! at

http://partners.barco.comand join us in this great opportunity.

www.barco.com

May 2013M00504-R01-0513-PP

Barco nvPres. Kennedypark 35, 8500 Kortrijk, BelgiumTel. +32 56 36 80 47 - Fax + 32 56 36 83 86

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