Remote Service Platform What Is Remote Service Platform Rsp

Transcript

Welkom Remote Service Platform Remote Service Platform RSP V1 for Service Partners Presentation “First Steps to RSP” Remote Service Platform Remote Service Platform RSP V1 for Service The Partner business is growing in the direction of IP/communication infrastructure as well as applications/UC and software-based communication solutions. The software- and IPdriven business therefore requires remote services, shorttermed remote MACs, and other support the Partner could provide remotely. This will have a tremendous impact on the Partner’s business relying on Services, e.g. Maintenance. Remote Service Platform Remote Service Platform RSP V1 for Service • In earlier days this was easy because HiPath 3000 and HG1500 had the possibility of remote access via ISDN dial in. • Disadvantages: • Low bandwith, • Security • For HG1500 : extra DID number • administration • Advantage: • Easy to configure • For HiPath 3000 fast and easy way Remote Service Platform Remote Service Platform RSP V1 for Service • With the arrival of OpenScape Office and other applications new problems occurred: • Higher bandwidth is needed, otherwise to slow. • Security is more important. • The way Remote Services has to be handled, has to be discussed with every customer again • A lot of administration: • Way of remote access not standardized • VPN (several different ways), Teamviewer, Log me in, ... • Different log in data • Use of several clients Remote Service Platform Remote Service Platform RSP V1 for Service • The Remote Service Platform of Siemens provides the partner lots of benefits regarding Remote Services. Customer • Trust-worthy, high secure access expandable to other deliveries • Partner keeps full responsibility for own installed base, • Fully hosted solution, designed for entire SEN product portfolio • Very fair pricing – easy overview of activated devices – used based RSP External Service Desk Remote Service Platform What is Remote Service Platform RSP • Remote Service Platform V1 is a service offered by Siemens Enterprise Communications’ (SEN) to serve all Siemens Enterprise Communications platforms remotely – by the Sales Partner himself via a server hosted by SEN. In fact SEN enables the Sales Partners to use the same toolset for their customers as SEN uses for its own customers. This access is highly secure. Further the smart GUI meets best expectations. • Remote Service Platform V1 is provided as a standard remote access for Go Forward! Partners and can also be used by the Alliance Partners. Additionally, SEN provides this Service to Registered Resellers via Distributors who have joined the Go Forward! Partner Program. Remote Service Platform Benefits of the Service Platform RSP V1 • Meeting IP remote market requirements (e.g. tenders) • Secure Remote Access to meet IC end-customer security policies • “Plug & play” broadband connectivity for all SEN products • Low CAPEX, fair OPEX for full remote service platform • One global consistent tool set to manage all SEN products. • Technical support in case of incidents for Remote Service Platform. • Future-proof platform for value-added and proactive maintenance services Remote Service Platform Benefits of the Service Platform RSP V1 • The Remote Service Platform provides high security: • Security certificates (VeriSign, ISO27001). Important for public sector and government. • Password handling of customer devices with Single-Sign On. Service technicians do not need customer access data. • Each partner can only see his own customers and devices which are well separated from other partners. • Central logging of all activities, e.g. remote access, tasks, password reading, etc. Remote Service Platform Portfolio for Service Platform RSP V1 Partner provides some services in collaborative model with distributor and/or SEN Partner provides all services Optional Professional Services Optional Managed Services Siemens Enterprise Communications provides all services (Direct Portfolio) Optional Maintenance Services Minimum Attach Minimum Attach RSP (SSDP or SIRA) offers valuable opportunity for SEN Sales Partner to offer own, highly secure Remote Support – or to cover contractual agreements (Go Forward! Partner provides Remote Access on request to SEN 2nd and 3rd level support) SSDP / SIRA SEN GCS Standard Remote Service Platform Example SME; Service Platform RSP V1 Siemens Enterprise Communications Network RSP – Remote Service Platform 4 IC Partner Customer 1 During SSDP Service PlugIn installation & configuration the Partner ID has to be entered to assign the device to the corresponding partner on enterprise site. Ticket Customer Network SEN products 2 Windows Terminal 3 Server SP 1 Customer 5 5 Internet 1 SP 5 PSTN SEN Partner Desk 3 Login on WTS with user account & password Outbound internet call SSL VPN (HTTPS) or IPSec VPN Open Scape Communication Server Dial up Hipath 3000 SP 2 Partner technician login to SEN business partner access …..Service Plug-In 4 Search for customer, devices which have to be supported remotely 5 Remote connection to customer device (e.g. SSDP supported device needs outbound internet call, HiPath 3000 needs e.g. X.75 connectivity) Remote Service Platform SIRA en SSDP on Service Platform RSP V1 • RSP is a platform for SIRA and SSDP, which are designed to support all SEN products used as an integral part of solutions provided by SEN. • The list shows an extract from the current list of supported products over SSDP • SIRA supports all products with dial-up and IPSec VPN connections (including HiPath 4000 and HiPath 3000). • HiPath 3000 • • • • • • • • • • • • • • • • • • • • • • • V5-V9 supported via H3k Remote Access Appliance OpenScape Office HX V2 and higher OpenScape Office MX V2 and higher OpenScape Office LX V3 and higher Common Management Portal V5 and higher Deployment Service V2 and higher HiMed Lichtruf IP V2 and higher HiPath Accounting Management V2R7 and higher HiPath ProCenter V6 and higher HiPath User Management V3 and higher HiPath Xpressions V3 and higher OpenScape Accounting V1 and higher OSCAR Professional V3 and higher OpenScape Applications V5 and higher OpenScape Branch V1R4 and higher OpenScape Contact Center V8 and higher OS Contact Center Extensions V1R3 and higher OpenScape Phone Apps V1 and higher OpenScape Video V2 and higher OpenScape Voice V6 and higher OpenScape Xpert V4R4 and higher OpenScape Xpressions V6R1 and higher RG 8700 V2 and higher Sybase Afaria DevMan V6R1 and higher Remote Service Platform SSDP OSO - Service Platform RSP V1 OpenScape Office  pure SSL-VPN connectivity (SSDP) Remote Service Platform SSDP HiPath 3000 - Service Platform RSP V1 HiPath 3000 Xpressions Compact HG1500  pure SSL-VPN connectivity (SSDP) via H3K Remote Access Appliance Remote Service Platform SIRA HiPath 3000 - Service Platform RSP V1 HiPath 3000  Dial-up connectivity with call-back (SIRA) Remote Service Platform Partner models for Service Platform RSP V1 Remote Service Platform GUI examples SSDP Remote Service Platform GUI examples SSDP Remote Service Platform GUI examples SSDP Remote access to the managed system can be activated by one simple click Remote Service Platform GUI examples SSDP Device information Unique Identifier (serial number), health status (last contact of product), ping rate Server Monitoring: CPU load (overload), RAM usage (overload), Hard disk load (full) Remote Service Platform GUI examples SSDP • • • • • Several settings and extra information can be added. • Systems can be categorized • Contact persons can be added • etc. Recent actions on the system can be followed. Data information in an overview Partner can provide access to the system for a distributor or SEN. And much more Remote Service Platform Onboarding on Service Platform RSP V1 Siemens Enterprise Communications Network IC Partner 1 The Partner (Go Forward!, at least registered) - Orders the onboarding packet at the distributor - After the ordering he will receive the onboarding documents which has to filled in and signed. Network 1 RSP – Remote Service Platform 2 The Distributor - Will complete the documents together with the Channel manager of SEN. Windows Terminal Server 3 creates the Invoice for the Onboarding Supply Chain -checks the Form and data, Internet - forwards the Form to the RSP Admin, and 4 The RSP Admin 4 - creates the Access and Closed User Group for the Partner Invoice (One -time Fee) SEN Partner Desk 5 - and informs the Partner Admin, who has been named by the Partner 5 Additional Services 4 3 SEN RSP Admin SEN Supply Chain 2 Distributor - are ordered the same way, - but the delivery could be Partner Desk or other specialists - the Invoicing is done after delivery Remote Service Platform Monthly costs for Service Platform RSP V1 IC Partner Siemens Enterprise Communications Devices with the Customers of the Partner RSP – Remote Service Platform SEN products (e.g. Applications) - referring to the connectivity - this report is send to the distributor 1 Internet 3 SP 1 2 4 3 Monthly fee PSTN Billing - quarterly Invoice Y1 Billing - quarterly monthly Billing Hipath 3000 HiPath 4000 Every month a Report is provided - at the highest watermark of the month per partner SP 1 For the usage of RSP SEN will invoice on the base of Devices: Devices are the platforms in SME (OSO, H3k) and Large (H4k, OSV) 2 Windows Terminal Server Monthly Report 1 Open Scape Communication Server SME and Large The Calculation is done as follows - the total of Devices determines the pricing segment (S, M, L, XL) - number per connectivity times price per pricing segment 4 The Invoicing is addressed to the Ditributor who will forward the invoicing per Partner. This is done every next Month Remote Service Platform Costs for Service Platform RSP V1 Order number One-time-fee : ONBOARDING PPP in EUR L30258-W634-B810 RSP Onboarding base fee (mandatory) 200,00 € L30258-W634-B812 RSP Onboarding SSDP for Partner 85,00 € Order number One-time-fee : ADDITIONAL OFFERINGS L30258-W634-B818 SSDP 1,5h Instruction for Partner Admin (Engl.) 190,00 € L30258-W634-B819 SSDP 1,5h Instruction for Partner Admin (Ger.) 250,00 € L30258-W634-B820 SEN RSP Admin database support per 1/2h 100,00 € GLP in EUR For SIRA or the combination SIRA and SSDP other prices and order numbers are available. When necessary these can also be ordered. Remote Service Platform Costs for Service Platform RSP V1 PPP in EUR per month&device Order number Monthly fee (price per month, monthly billing) L30258-W634-B824 SSDP SME Standard Access S 2,75 € L30258-W634-B825 SSDP SME Standard Access M 2,25 € L30258-W634-B826 SSDP SME Standard Access L 2,00 € L30258-W634-B827 SSDP SME Standard Access XL 1,75 € Device = Platform (SME: OSO/H3k, Large: H4k/OSV), or Server based Application (= Large); S <= 25 devices, M <= 100 devices, L <= 250 devices, XL <= 1.000 devices For SIRA or the combination SIRA and SSDP other prices and order numbers are available. When necessary these can also be ordered. Remote Service Platform Extra SSDP trainings via APT Siemens provide some extra web based trainings with extra information regarding SSDP. https://training.siemens-enterprise.com • SSDPBASMDSSmart Service Delivery Platform V1R1.2 - Basic Module • SSDPENTMDSSmart Service Delivery Platform V1R2 Enterprise Module • SSDPSPIMDSSmart Service Delivery Platform V1R2 Service Plug-In Module Some information in those trainings is only valid for Siemens employees, but the most parts are very useful for understanding SSDP and RSP. Al lot of functions in the RSP administrator pages are explained as well as the installation of separate SSDP plug-ins on other applications. Remote Service Platform Questions Questions ?