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40
60
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2015 2017
55 Milliarden € Schaden
17% Diebstahl sensibler Daten
11% Diebstahl von Patenten
36% Diebstahl von Finanzdaten
30% Diebstahl von Geräten
%
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Machen wir wirklich einen guten Job bei
unseren Kunden?
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371 Mrd € Kraftfahrzeugbau
231 Mrd € Maschienenbau
191 Mrd € Chemie
172 Mrd € Ernährung
158 Mrd €Elektrotechnik
.
.
.
55 Mrd € Cyber Security
5
75.000 GDPR Experten in Deutschland fehlen 2018
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125.000 Security Experten in Deutschland fehlen 2018
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Warum macht ein Distributor
eigentlich Service
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17Confidential
We provide specialisation through our technology practices
Our Comstor practice offers specialist support across Cisco technologies and helps you profitably ENGAGE,
DEVELOP, GROW and EXPAND your Cisco business with our EDGE
partner programme.
Our Security practice arms you with products and services that help you
safeguard your customers’ data, infrastructure, users and applications
from threats and downtime.
Our UCC practice enables you to create seamless interactions for
your customers anytime, anywhere through a tightly
aligned technology eco-system.
Security solutions
Infrastructure Protection
Endpoint Protection
Threat detection and prevention
Security Management
UCCsolutions
IP Telephony
Video
UnifiedCommunications
Collabo-ration
solutions
Services
Security
Collaboration
Software
Data Center
Enterprise Networks
IoT
EDUCATION
SERVICESSUPPORT
SERVICES
PROF.
SERVICES
SUPPLY CHAIN
SERVICES
FINANCIAL
SERVICES
RENEWAL
SERVICES
MANAGED
SERVICES
18Confidential
Westcon handles Level 0 & Level 1 calls, whilst providing partners with ticket feedback as well as analytic insight. You will maintain end user access to Bluecoat TAC (Technical Assistance Center) when it’s needed – we will refer all calls from Level 2 upwards swiftly and seamlessly to Bluecoat.
End User
VendorTAC
Reseller
Maintenance direct calls to Vendor
Direct calls to Vendor deck (option 1)
L0 & L1
L0 & L1
L2+ callsCalls directed to reseller for
support (option 2)
Analytics and Insights to reseller included
L0 & L1
Symantec / Bluecoat Embedded Support. How it works.
Westcon-ComstorSupport
desk
19Confidential
Pre-Sales Inquiries
Troubleshooting
Configuration Support
Change Management
Design Support
What is Service Desk?
Multi-lingual support
1 single point of contact
Guaranteed service levels and defined response and lead times, based on your needs
24 x 7 x 365 availability
Dedicated Service Delivery Manager enhances Service & Problem Management experience
Ticketing system with online progress tracking and email updates
Package options cater for both smaller resellers as well as large system integrators
… and many other vendors
20Confidential
Volume Contracts – SLA overviewAva
ilabili
ty
BASIC STANDARD ADVANCED PREMIUM ELITE
Resp
onse
tim
e
Request
Lead t
ime
Change
+ Service Desk time $
SUPPORTMulti Technology
9-17 h
SUPPORTMulti Technology
9-17 h
SUPPORTMulti Technology
SUPPORTSingle Technology
SUPPORTMulti Technology
BEST EFFORT
PRIORITY LEVEL PRIORITY LEVEL PRIORITY LEVEL PRIORITY LEVEL
BEST EFFORT
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