Nokia Enterprise Solutions 7 x 24 Roadmap Sean

Nokia Enterprise Solutions 7 x 24 Roadmap Sean Mc. Partlin Manager, Nokia Enterprise Solutions TAC Las Vegas – 2005 1 © NOKIA 2004

Topics • Personal Background • Nokia Enterprise Solutions (NES) Overview • Current NES Support Model • Opportunity And Growth • 7 x 24 Considerations 2 © NOKIA 2004

Personal Background • 20 years in high tech • 5 years building and managing technical support/professional services departments • 2 years with Nokia Enterprise Solutions • Formerly Nokia Internet Communications • Contact Information: • 3 © NOKIA 2004 sean. mcpartlin@nokia. com

Nokia Enterprise Solutions (NES) Overview 4 © NOKIA 2004

Nokia Enterprise Solutions Vision 5 Work goes mobile ! Mission Unleash enterprise productivity and deliver superior end-to-end experience Strategic Intent Become the trusted expert and leading technology provider of mobility for enterprises © NOKIA 2004

End to End Solutions Connecting people in different locations Over variety of networks On campus WLAN DSL From any device Cable With these Solutions To access These Corporate Infrastructure IT Assets Device Management Private Line Internet GSM HSCSD GPRS EDGE WLAN Security Content Email Servers File & Application Servers Calendar & Scheduling Employee Directory Authentication Servers Off campus 6 © NOKIA 2004

Enterprise Mobility Building Blocks Voice Email & PIM Applications Content Mobile Systems Integration ES Infra. Structure Service Life Cycle & Support Mgmt Middleware Mobile Device Hardware & Software Security & Mobile Connectivity Access Networks 7 © NOKIA 2004

Current NES Support Model 8 © NOKIA 2004

Customer Base • Reseller Essential Support • • Provide a core of support around which the Reseller adds value Resellers always provide the first level technical assistance through their own support center to their end users. • Enterprise Access Support • Where the customer wishes to have direct contact with Nokia, these End-Customer Service Packages can be offered • Software Subscriptions • • NES Applications 3 rd Party Applications • Global Installation Services 9 © NOKIA 2004

Support Facts • Typical Technical Case Type: • • • Production issues affecting customer revenue - $$$ Upgrade/implementation 3 rd party integration Vulnerabilities/attack Hardware replacement • Support Engineers Training/Skill Requirements: • • • Underlying network/security technology Knowledge of various operating systems Device fundamentals 3 rd party applications Soft skills focus • Call And Case Times: • • 10 © NOKIA 2004 Average talk time can vary from 5 min to 4 hours • Average: 11 minutes Resolution times can range from minutes to weeks • Customer implementation window

Global Support Infrastructure Field Service provides 4 hour or next Business day hardware services: • Hardware Replacement • Installation Services • Global Service TAC coordinates and assists Technical Assistance Centers (TAC): Level-1 and Level-2 centers operating in a followthe-sun model Level-1: Canada and India Level-2: Canada, UK, Singapore Local Centers: China and Japan Product Line Support (PLS): Escalations teams located with product engineering USA (CA, MA, PA) Finland India • First Call Final Resolution • Available 365 x 24 x 7 • Interface with Engineering • Interface with Partners 11 © NOKIA 2004 Same Business Day Shipping globally & Next Business Delivery in: • All US locations • Singapore • All EU countries Other countries – subject to customs

Website Features • Knowledge Base • No call is closed without a Resolution • Available for Self-Help • Technical Bulletins & FAQs • Add/View Cases and RMAs • Raise Cases Electronically • Track Open Cases/RMAs • Software and Documentation Downloads • Latest/Archive versions • Latest Documentation of IPSO • Update Profile and set personalization • View Latest Support Offerings • Service Contract Centre for maintaining service agreements • Only 12 © NOKIA 2004 for Resellers and Distributors

Review • 3 Technical Assistance Centre’s (TAC) worldwide • Americas, EMEA, APAC • Follow The Sun model • • • Single phone number in each region redirects to active TAC Handover calls (case) Duty Supervisor coverage • Americas TAC staff 7 x 24 • Disaster recovery and call overflow • Product Line Support provides interface to engineering 7 x 24 for high priority cases • DHL and Unisys used to provide global hardware services • From advanced replacement to 2 hour on site engineer • Complex Issues Impacting Customer Revenue 13 © NOKIA 2004

Opportunity And Growth 14 © NOKIA 2004

Opportunities • Customers requesting more personalized service • Expanded support offerings and products (Mobility) • More separation of Level-1 and Level-2 services from a delivery view • Optimize resources at each level • Customers expectations have grown • Expect flawless service delivery • Remove risks from current support model • • Improved disaster recovery Continue multi-site model for added flexibility • Partner network will grow • 15 © NOKIA 2004 Both from service delivery and products supported

Requirements • Upgraded/Expanded PBX • • Global support for and integration with other sites Global transparency of calling queues Remote agent access Improved redundancy • Second 7 x 24 Level-1 organizations • • Key to disaster recovery Provide level-1 services in regions covered with added flexibility of overflow Coordinates all hardware services Process and technical training/certification • Mobility and core solutions • New Case routing process and guidelines • 16 © NOKIA 2004 See related slide

New Nokia Support Model Product Based Self Help Global TAC Field Service 2 - L 1 TAC Follow-the-Sun Transactions Decrease Escalation Path Hardware Replacement Web Based Self Help Global TAC 3 - L 2 TAC Follow-the-Sun Reactive Services Product Line Support Proactive Services Engineering: Multi-Site and Multi-Vendor 17 © NOKIA 2004

TAC Case Processing Enhancements Enterprise IT “Essential” Fast track - Routing directly to 2 nd level TAC engineer • Provided to resellers based on their business volume & performance • Entitlement rules defined by reseller program • WEB cases first, Phone cases later “Essential” “Extended ES 1 st level TAC” Acces s Reseller TAC “Fast Track” with Essential ES 1 st Level TAC ES 2 nd and 3 rd Level TAC 18 © NOKIA 2004 “Premium Access” Enhanced Call Routing – Speed & priority through 1 st level TAC • Provided as a component of the Premium Access support offering • Premium Access could be a prerequisite for TAM • Phone as well as WEB cases

Benefits • Redundancy/failover for L 1 PBX globally • Highly available 7*24*365 organization • Resource optimization • Improvements to hardware service delivery • Multi-site allows for flexibility • Holiday, regional volume variances, product knowledge • Improved customer satisfaction! 19 © NOKIA 2004

7 x 24 Considerations 20 © NOKIA 2004

7 x 24 Considerations • Organization • • • Long-term goals The plan/expansion Long-term commitment ($$$) • Legal • • • Exit option Contract updates and renewals General Liability • Marketing • • Customer impact analysis Market trends and costs 7 x 24 vs. legacy support programs pricing Considerations: Incentives and cannibalization • Sales • • 21 © NOKIA 2004 Alignment and understanding costs Aggressive service promotion

7 x 24 Considerations • Finance • Profit center vs. cost center $$$ • Development/Manufacturing • 7 x 24 Service level agreement (SLA) • Logistics • 3 rd party pricing considerations and involvement • Access/Security • • Local laws for staffing Building access off hours/secure access systems • Systems And Reporting • • 22 © NOKIA 2004 IT SLA – Off hour support and systems availability Call Overflow/Failover – Call routing Statistical Analysis – Skewed between core hours and off-hours Procedures Development – Case handover, page outs, etc….

7 x 24 Considerations Procedures And Documentation • Case Handover • Process outlining transitioning and monitoring of cases • Entitlement (Off-Hour) • • Steps taken when a customer calls in without support Sales involvement • Return And Repair (Off-Hour) • Outline delays or issues associated with off-hour replacement • Management Availability • Page outs • Development/Manufacturing Contact (Off-Hours) • • 23 © NOKIA 2004 Page-outs Accessibility