Embed Size (px)
Citation preview
Your Technology Is Connected. Are You?Your technology doesn’t exist in a vacuum. Welcome to the networked and interconnected technology ecosystem where your products and services rely on products and services made by other companies. For technologies to work together, the teams that support those technologies need to work together too. So, how do companies in a competitive world retool for cooperation? With TSANet they don’t have to. We’ve already done it for you.
When you join TSANet, you become part of the world’s largest cooperative support community with all the legal and procedural policies in place to engage with any other TSANet member. That means your end users get the best experience with your technical support team and your products and services.With TSANet, there’s no reason to ever waste valuable time developing individual cooperative service agreements again.
•2
Our Community
Our Proven Model
Our Members
Reasons to Believe
•3
Our Community
A vendor-neutral global-support-community where companies work together to support customers more effectively.
The world’s largest multivendor technical support community.
The fast-track to multi-vendor collaboration since 1993.
It’s not just about support, it’s also about customer retention.
• Happier customers
• Lower costs
CustomerMember Member
•4
Your technical support staff won’t have to be detectives.
• They can quickly engage with expert support personnel at other member organizations to provide shared customers the help and answers they need.
Our Value
Your membership to TSANet can pay for itself with a single use.
• The hours you’ll save providing cross-company support far exceed the cost of TSANet membership.
Membership just makes sense.
• It’s faster and easier than creating a single cooperative service agreement on your own.
• Members are obligated to work together to isolate and/or resolve common Mutual Customer support issues.
• You can keep your existing cooperative service agreements in place and have the option to host them using TSANet infrastructure.
•5
Our Proven Model
We’ve been providing a collaborative support infrastructure since 1993.
Our experience puts us in a unique position to help you provide a bettersupport experience for your customers.
We’ve already created the legal agreements that meet our members needs. There’s no need to create your own agreements.
Our support portal provides your technical support staff with the most current information on who to contact and what information to provide.
• To ensure accuracy, members update their support process every 90 days.We are a vendor-neutral, not-for-profit organization that puts your interests first.
• Every member of TSANet has the ability to work with other members in a fair, open and interactive environment that doesn’t favor one company over another.
• We provide impartial assistance for conflict resolution between members.
•6
Our Established Framework
Some of the world’s largest technology companies trust our vendor-neutral model to set-up custom groups with their partners.
• Enables consistent support across distribution channels.
As our membership grows, so does your ability to provide cooperative support with other technology and communications companies.
•7
Member Relationship Levels
Group Relationship Structure• Engagement and support between
multiple TSANet members.
• Access to other members world-wide .
• Member defines support hours of operation.
• Next business day response for priority one issues.
• Unlimited callers per region.
• Single point of escalation.• Member defines how they will
engage on mutual customer issues.
Basic
•8
Member Relationship Levels
Group Relationship Structure
• Includes all benefits of a Basic membership.
• Broadens world-wide member support with 24x7x365 access.
• Defined response
commitment (SLOs) based on industry standard definitions of Severity 1, 2, and 3.
Premium
Basic
•9
Membership Levels
PremiumBasicAffiliateLimited
•10
• Participation in a single one-to-one relationship with a Host company.
• The relationship is administered entirely by the host company.
$500 Per Year
Membership Levels
Limited
•11
Membership Levels
• Participation in two one-to-one relationships with Host companies leveraging Basic and/or Premium level TSANet administration terms and conditions.
• Membership recognition and listing on the TSANet website.
• Joint promotion of TSANet.
$1,500 Per Year
Affiliate
• Account Management and on-boarding assistance and training.
•12
Membership Levels
• Participation in the Basic many-to-many group relationship.
• Ability to participate in and host additional relationships such as an Affiliate Program or Custom Group.
• Consulting services for hosting and implementing your relationship ecosystem.
$2,500 Per Year
Basic
• Creation of customized support portals for partners.
• Membership recognition and listing on the TSANet website.
• Joint Promotion of TSANet.
•13
Membership Levels
$5,000 Per Year• Participation in the Premium/Mission Critical many-to-many
group relationship.
• Participation in the Basic many-to-many group relationship.
• Ability to participate in and host additional relationships such as an Affiliate Program or Custom Group.
• Consulting services for hosting and implementing your relationship ecosystem.
Premium
• Creation of customized support portals for partners.
• Membership recognition and listing on the TSANet website.
• Joint Promotion of TSANet.
•14
Limited Affiliate Basic Premium
Participation in a single one-to-one relationship with a Host company (The relationship is administered entirely by the host company)
Participation in up to two one-to-one relationships with a Host company, leveraging Basic and/or Premium level TSANet relationship terms and conditions
Joint promotion of TSANet (use of logo, PR/Marketing) and member recognition with listing on the TSANet website Engagement and support between multiple TSANet members Participation in the Basic many-to-many group relationship Ability to participate in and host additional relationships such as an Affiliate Program or Custom Group TSANet consulting services for hosting and implementing your relationship ecosystem Creation of customized support portals for partners Access to multiple members worldwide Engagement requires a mutual customer Unlimited callers per region Defined response commitment (SLOs) based on industry standard definitions for Severity level 1
Ability to nominate company for Director's seat (Global Membership Only) Expanded response commitment (SLOs) based on industry standard definitions for Severity levels, 2, and 3 Participation in the Premium/Mission Critical many-to-many group relationship Increased world-wide member support with 24x7x365 access (Mutual customer must have 24x7 support contract) ANNUAL COST $500 $1,500 $2,500 $5,000
•15
Membership Terminology
Regional / Global Membership (applies to Basic and Premium Member levels)
TSANet is a global structure. Members who join into either a single region or multiple regions enjoy global benefits.
• Members may call other members worldwide.
• Members may direct other members to worldwide support centers.
• Members may only place calls “from” worldwide regions where they maintain a TSANet membership (staff located outside of your membership region may not leverage your TSANet membership.)
TSANet Regions
• Americas
• EMEA
• APAC
•16
Membership Terminology
Hosted Groups
Use TSANet’s proven model to set up custom support groups between you and the technology resellers and partners that you choose.
• Use our proven legal framework and methodology to quickly establish custom cooperative service agreements between you and one other company or multiple companies.
• Ensures that all your partners have the tools in place to effectively support customers that use your products or services.
• Provides a scalable solution for quickly establishing cooperative service agreements.
• Hosted groups can be kept confidential.
•17
Membership Terminology
Affiliates
Affiliates join TSANet as part of a partner program set up by a Host member company.
• Joining as an Affiliate costs significantly less than full membership.
• The Affiliate Program provides a platform for cooperative support between the affiliate company and one full-member company.
•18
