PARTNEREMPOWER PROGRAM GUIDE - Motorola Solutions

PartnerEmpower ProgramPROGRAM GUIDEVALUE ADDED DISTRIBUTOR REQUIREMENTS (continued)REQUIREMENTSALL VALUE ADDEDDISTRIBUTORSPARTNER SUPPORT REQUIREMENTSSALES AND TECHNICAL RESOURCESValue Added Distributors must make sales and technical resources available to support theneeds of the resellers served by the Value Added Distributor. Resource quantity (i.e., fulltimeequivalent) is based on volume of Motorola Solutions revenue. Sales and technicalresources should participate in training curriculum customised for distribution personnel.LEVEL I HELP DESK SUPPORT (PRE/POST-SALES)Each Value Added Distributor must provide Level I help desk 4, 5 support to PartnerEmpowermembers and other resellers purchasing through the Distributor. Support must be providedduring business hours for all time zones supported. Minimum coverage is 8 hours a day,5 days a week. Offering services such as configuration assistance, support for “how-to”queries, diagnostics and installation support, the Help Desk serves as a first line of supportin resolving technical issues. Information on how to contact the Help Desk must be easilyaccessible on the Distributor’s web site and/or in documentation.LEVEL II HELP DESK SUPPORT / HELP DESK ESCALATION (PRE/POST-SALES)Each Value Added Distributor is expected to provide Level II 1, 2 Help Desk support toPartnerEmpower members and other resellers purchasing through the Distributor. Supportrequests only from PartnerEmpower members can be escalated to Motorola Solutions forLevel II support after assessment by the Value Added Distributor.GUARANTEED CALL BACKValue Added Distributors should respond to support, sales and service requests within4 hours of receipt (during business hours) via email, phone or other common supportresponse method. If the customer requests technical support, the response should be froma technical team member.TOLL-FREE LOCAL LANGUAGE SUPPORTValue Added Distributors’ support phone number should be an in-country (preferably tollfree)number. Calls should be responded to in the local language wherever possible.CERTIFICATION REQUIREMENTSSALES COMPETENCYValue Added Distributors must achieve a specific number of Motorola Solutions salescertifications in each technology area in which they are participating. Visit the LearningManagement System at http://learning.motorolasolutions.com/ to register for certification.TECHNICAL COMPETENCYValue Added Distributors must achieve a specific number of Motorola Solutions technicalcertifications in each technology area in which they are participating. Visit the LearningManagement System at http://learning.motorolasolutions.com/ to register for certification.2 Sales Professionalcertifications in eachtechnology area1 TechnicalProfessionalcertification in eachtechnology area4Unresolved Level I issues are considered Level II only after basic troubleshooting configuration and “how-to” assistance is provided. Level II support issues are usually defined asin-depth operating system or product functionality questions that may require engineering assistance. Environment and application troubleshooting, advanced configuration andengineering escalations may be employed.5Motorola Solutions training courses can help Value Added Distributors improve their help desk support competency levels. Motorola Solutions reserves the right to conductscheduled, periodic quality audits to measure and assess Level I support provided by Value Added Distributors. The purpose of these audits is to help diagnose any root causebehind issues and provide resolution. Audits may be triggered by either an increase in the number of calls coming into Motorola Solutions’ Level II Support that have not beenappropriately diagnosed at Level I, or an increase in the number of Level I calls coming directly into the Motorola Solutions support center from the Value Added Distributor’scustomers, or customer satisfaction issues.PAGE 8