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| Title: | The Digital way of working |
|
| Moderator: | QUARK::LIONEL ON |
|
| Created: | Fri Feb 14 1986 |
| Last Modified: | Fri Jun 06 1997 |
| Last Successful Update: | Fri Jun 06 1997 |
| Number of topics: | 5321 |
| Total number of notes: | 139771 |
3802.0. "NEW EUROPEAN ASSETS PROGRAM" by ANNECY::AUCLAIR_M () Tue Apr 11 1995 12:25
We have the pleasure to inform you that a new program
to revitalise the EUR-ASSETS has just been approved
by Paul VAN DE SPIEGEL as Vice President, SI Europe.
The European ASSETS group will be based in ANNECY (France)
and functionally will report to :
Marisa PONCINI (793-8220) as European Manager for the SI
products and ASSETS based in Milano.
The Assets have been reclassified in 4 categories:
- Digital ASSETS Products........(DAP)
- Digital Reusable ASSETS........(DRA)
- Digital Customized ASSETS......(DCA)
- Solution Tools ................(ST)
Our address is:
Digital Equipment
Claude GARCIN, Marc AUCLAIR
Parc Des Glaisins
11 Rue du Pre Faucon
BP 439
F-74944 Annecy le Vieux Cedex
France
DIGITAL NEW ASSETS PROGRAM INTRODUCTION REV.2.0
=======================================
This document gives an introduction to the new ASSETS Program
and describes what the ASSETS group requires as commitment
from the PSCs and from the different groups that produce,
support or sell Digital ASSETS Software.
It is composed of 3 main parts as shown in the index below.
Each main part is on a separate attachment in order to easily
extract what is needed to be returned.
INDEX
I) Introduction to the new Assets Program
. The different categories of ASSETS
. The Responsibilities Assignment
. The ASSETS Classification regarding your Group
II) ASSETS Supporting/Sustaining Agreement (OEG)
III) Addendum to the supporting/Sustaining Agreement
. Assets call flow escalation
. Problem Severity Definitions and Response/Time Requirement
. ASSETS Help-Desk Response/Closure Commitments
INTRODUCTION TO THE NEW ASSETS PROGRAM: PART I)
=======================================
The players:
-----------
1) The PSC which includes and manages the following groups:
- The Original Engineering Group which submitted the ASSETS
- The On-Going Engineering Group which supports and sustains
the ASSETS
Note that they may be the same group or different groups if
one takes over the supporting and sustaining activity.
2) The PSC Group Selling the ASSETS
3) The ASSETS Group:
- Marisa PONCINI @MLN (DTN: 793-8220)
European SI Products and ASSETS Manager.
- Claude GARCIN @AEO (DTN: 887-4058)
European ASSETS Portfolio Manager.
- Marc AUCLAIR @AEO (DTN: 887-4222)
European ASSETS Help Desk and Maintainer.
- Madeleine Hugues @AEO (DTN: 887-4127)
European ASSETS Administrator (part-time).
The different categories of ASSETS:
----------------------------------
- Digital ASSETS Products (DAP)
. ESSB distribution
. Total Revenues for DAP sales stay in the selling PSC
. 50% of MLP$ DAP price goes to the DAP On-going
Engineering Group.
- Digital Reusable ASSETS (DRA)
. distributed from the EADC library
. Total Revenues for DAP sales stay in the selling PSC
. 8% of MLP$ DRA price goes to DRA Submitting Group
. 32% of MLP$ price goes to the DRA On-going Engineering Group
If an SI support contract is sold for a DRA/DAP:
. Total Revenues for DRA/DAP sales stay in the selling PSC
. 33% of MLP$ ASSETS Support services contract goes to the
DRA or DAP On-going Engineering Group.
- Digital Customized ASSETS (DCA)
. Local distribution by the Group developer itself
. An individual engagement will be negotiated between the
selling and delivery PSC.
- ASSETS Solution Tools (ST)
. EADC distribution
THE RESPONSIBILITIES ASSIGNMENT:
--------------------------------
The Group selling:
- adheres to this Digital ASSETS Program and Responsibility
Agreement.
- is the single and unique responsible entity in front of its
customer (sales and support).
- is responsible for:
.selling both the ASSETS package and its support services
solution as needed. ( as in each ASSETS package, the license
price includes 90 days warranty, when a one year warranty is
recommended in a country, then an support contract to cover
the extension of warranty should be sold to the customer
.using exclusively the part numbers defined for the ASSETS
as listed in the price file (PACS) and EADC to comply with
the ASSETS Business Model.
.informing and discontinuing the support contract with the
customer when the ASSETS retirement has been announced (or
continuing it on its own).
When selling a DAP:
- the order must be placed through ESC (ESSB) (Kits, PAKs,
Licenses certificate, loan PAKs shipment)
- MCS services part numbers (MDPS, SUSL, TASS) can be offered
only when defined and approved by MCS at the European level
and agreed by MCS country for the implementation
(when agreed by MCS Europe the MCS services part numbers are
in PACS Europe - but the MCS position needs to be reviewed)
When MCS services are not available propose a SI Support
contract.
When selling a DRA:
- obtain the KIT and DOC from the EADC ASSETS system
- make a quotation, and set a Project Services Agreement with
the customer.
WARNING - special attention must be taken to use the right
part numbers as registered on PACS and make a request per each
new quotation.
This is absolutely necessary to correctly track the ASSETS
Business, in order to transfer funds to the supporting
organizations. Otherwise no back-up support will be provided
to the Group Selling.
- make your package and add the special terms and conditions,
license certificate, etc...
- propose a SI Support contract.
When selling a DCA:
- contact the Group who has developed the DCA (as defined in
the ASSETS Library), and negotiate an engagement with them
(quotation for the Customization and the future support) to
reuse the expertise of the Group
- make a quotation for the customer and set a Project Services
Agreement
- use the defined part numbers.
When using a ST:
- obtain the source from EADC
- the source code (source license) must remain Digital
property
- make your own solution
- the selling group is fully responsible for the support of
this piece of software (no backup support commitment)
The Group developing/supporting:
- adheres to this Digital ASSETS Program and Responsibility
Agreement
- approves and signs the following ASSETS Supporting /
Sustaining plan Agreement
- uses the Assets submission guide (review on-going) and
completes the actions required
- accepts to provide at least 6 months of support to the group
selling after a sale and up to the end-of-life of the ASSETS
- answers the support calls coming from the PSC group selling
during this period
- provides training when requested
- informs the ASSETS group six months before the effective
date of the support discontinuation
- may also be itself a "Selling Group" within its country. In
this case, the responsibilities of the group selling apply
- is responsible for the quality of its ASSETS.
- should track too at their level the SI support contracts
sold on their products.
The ASSETS Group:
- helps the different PSC's to share experience, eliminate
duplications and promote re-use
- maintains a coherent set of ASSETS policies and procedures
and ensures consistent implementation
- manages and update the EADC ASSETS Library System
- helps in the submission and classification of the ASSETS
- reviews the ASSETS SPD, the Sales Update articles, etc.
- helps producing the ASSETS promotion material
- assures the help desk for call routing
- collects the data to enter the PART numbers on PACS (and on
the reporting system)
- gives monthly reports on the ASSETS revenue to the different
PSCs for their cross-charging.
Each PSC:
- must implement the ASSETS Business Model
- approves and signs the Supporting/Sustaining Agreement for
each of its groups
- uses the ORP reports to dispatch and balance at the end of
each quarter the Internal cross-charges between the
different entities, according to the ASSETS Business Sharing
Model.
Note:
The DAP or DRA will not be accepted into ESSB or EADC until we
receive this signed commitment from you. In addition, it will
help too the PSC group selling to make the correct transfer to
your cost center according to the "ASSETS Business Sharing
Model".
Part II)
ASSETS SUPPORTING / SUSTAINING AGREEMENT
========================================
ASSETS TYPE: ....(DAP, DRA)..
ASSETS NAME: ................
RELEASE Version: ............
ASSETS UPI/UAI's: ...........
...........
...........
Please complete and approve this document for,
- each Digital ASSETS Products (DAP),
- each Digital Reusable ASSETS (DRA)
that you are managing, and return it to the European ASSETS
Group:
Claude GARCIN, Marc AUCLAIR
Digital Equipment
Parc Des Glaisins
11- Rue du Pre Faucon
BP 439
74944 Annecy-le-Vieux Cedex
FRANCE
(it will be also transmitted to Marisa PONCINI @MLN, European
SI Products and ASSETS Manager)
Note:
The DAP or DRA will not be accepted into ESSB or EADC until we
receive this signed commitment from you. In addition, it will
help too the PSC group selling to make the correct transfer to
your cost center according to the "ASSETS Business Sharing
Model".
ASSETS SUPPORTING / SUSTAINING AGREEMENT (continued)
========================================
OEG Manager:..........................................
OEG Name:............................... Code:........
OEG Cost Center:......................................
DTN:..................................................
Location or Mail Address:.............................
Date:.................................................
Signature:
PSC Manager:..........................................
PSC Name:.............................................
PSC Cost Center:......................................
DTN:..................................................
Location or Mail Address:.............................
Date:.................................................
Signature:
Technical Leader (support person):....................
DTN:..................................................
Location or Mail Address:.............................
Technical Support Backup:.............................
DTN:..................................................
Location or Mail Address:.............................
Each entity mentioned above agrees the following:
On-going Engineering and Maintenance support of the Digital
ASSETS Products (DAP), and the Digital Reusable ASSETS (DRA)
is provided to the PSC Group Delivery Units. In all cases, the
Group Delivery Unit is responsible for customer support and
customer interfaces.
The Original Engineering group has the ultimate responsibility
for providing the warranty and on-going Engineering support to
the PSC Group Delivery Units.
In the event the Original Engineering Group cannot assure
itself this activity, then it must find another group to
provide the supporting/sustaining activities.
The On-going Engineering Group (OEG) term will be used further
in this document to mean either the Original Group or the
Support/Sustaining Group.
1) DAP and DAR are warranted to perform as outlined in their
Software Product Description. The OEG is required to provide
satisfactorily and timely resolution to situations where their
Software does not conform to its SPD.
This understanding involves the OEG's commitment to fully
resolve the bugs, and provide support and answers to the EADC
Help Desk (which includes, assistance by telephone, electronic
mail, questions and answers, and workarounds).
2) The OEG guarantees as a minimum a support of 6 months to
the Selling PSC (although the ASSETS price includes a 90-days
only warranty to external customers, as mentioned in the SPD).
The OEG agrees to provide at least 6 months of advance notice
of their intention to discontinue the support as described
above. If no notice is given by the OEG, this agreement is
automatically renewed on a yearly basis.
3) The OEG commits to provide technical support to the
different territories in order to provide satisfactory and
timely resolution to situations which require detailed
technical expertise as specified in Response Priority Codes.
4) The OEG commits to maintain software compatibility with
subsequent versions of designated prerequisite products (such
as operating systems..) or Digital ASSETS Software.
New kits including software documentation, that enable the
software to meet this requirement must be provided to ESSB or
EADC within the quarter following the FCS date of these new
versions.
5) It is the OEG's responsibility to ensure that all
documentation accurately reflects the current operating
procedures and capabilities of the software that it
references. The OEG agrees to support and to maintain accurate
documentation at initial submission, and during subsequent
releases of all maintenance updates, revisions, or
enhancements to the software components.
6) The OEG agrees to maintain the resources for and respond to
issues arising from the application of the software (given its
current functionality and intended application).
Questions may stem from pre- and post- sales situations to
customize the software and address unique customer
configurations.
7) When support of a DAP or a DRA is discontinued, or the
terms of the OEG contract are not adhered to, then the ASSETS
group will re-evaluate the ASSETS status and determine whether
to retire it or to reclassify it as Solution Tool.
8) Under all circumstances, the OEG's Cost Center is
responsible for making the warranty and ongoing engineering
support available funded by the internal transfer costs
according to the ASSETS Business Sharing Model.
In the event, the Cost Center manager would like to
discontinue the Support because of low funding return, the
section 2) applies.
9) Should Engineers/technical support staff change jobs or
leave Digital, it is the responsibility of the OEG Functional
Manager to ensure that an adequate replacement is found.
=============================================================
End of Part II).
Part III)
Addendum to the ASSETS Supporting / sustaining Agreement
========================================================
ASSETS CALL FLOW PROCEDURE FOR ESCALATION:
=========================================
+-----------------+
| |
| CUSTOMER |
| |
+--------+--------+
+--------+--------+
| C.S.C or |
|PSC Group-Selling|
| | |
| - - - - - - - - |
| Escalation |
| via ECSO/IPMT |
+--------+--------+
+--------+--------+
| HELP_DESK |
| |
| EADC::HELP_DESK |
+--------+--------+
+---------+---------+
| O.E.G. |
| |
| ENGINEERING |
+-------------------+
ASSETS ESCALATION & BACKUP SUPPORT:
----------------------------------
Calls will be escalated by using the Standard Service
Delivery Process (NICE --> IPMT) to the SOFTWARE
APPLICATION PRODUCT HELPDESK.
EADC::HELP_DESK DTN: 887-4222
HELPDESK will be the focus point for Call management
between MCS or PSC selling group and Engineering Groups for
related SOFTWARE APPLICATION PRODUCT.
PROBLEM SEVERITY DEFINITIONS AND RESPONSE/TIME REQUIREMENTS
===========================================================
1. Problem Severity Definitions
-------------------------------
Note: The following definitions have been taken from 'Customer
Services and SW Engineering Remedial Support Agreement'
Revision 1.0 Author Thomas P.Adams. It is implied that the
Problem Severity definitions used in this document for
SOFTWARE APPLICATION PRODUCT follow the same definitions as
for Corporate products and future revisions of the Customer
Services and SW Engineering Remedial Support Agreement.
A remedial issue is where a Digital software product or
combination of products is/are not performing to
specifications thus causing an interruption or degradation to
the customer's operation or throughput.
LEVEL 1: Critical
A catastrophic outage. The customer cannot produce. The
customer's system, application or option is down and no
procedural workaround exists.
LEVEL 2: High
A High Impact problem. The customer's operation is disrupted,
but there is some capacity to produce.
LEVEL 3: Medium
A customer or product issue with a Medium Impact on the
customer's operation.
LEVEL 4: Low
A customer or product issue with a LOW Impact on the
customer's operation.
The CSC or PSC group selling will assign a Severity Level to
each SOFTWARE APPLICATION PRODUCT call which will be escalated
to HELP_DESK by NICE or IPMT for Call Management with
Engineering.
2. ASSETS HELP_DESK Response/Closure Commitments
------------------------------------------------
SEVERITY LEVEL 1
Response requirements will be to respond within 1 hour or less
to the customer by CSC, according to the Standard Service
Delivery Strategy.
When working a "Severity 1" problem, the goal is to drive its
severity to "2" so that some usefulness of the system is
regained by the customer. Effort to isolate, diagnose, and
effect a work-around or repair to a "Severity 1" problem shall
be continuous (i.e., round-the-clock). When it is appropriate
to change the severity from "1" to "2", the HELP_DESK will
notify the CSC specialist who escalated the call.
When the severity has been changed to "2", the guidelines in
Severity Level 2 should be followed.
SEVERITY LEVEL 2
Response requirements will be to respond with 4 hours to the
customer by CSC, according to the standard Service Delivery
Strategy.
Efforts to isolate, diagnose, and effect a work-around or
repair to a "Severity 2" problem may be discontinuous.
A work-around should be provided within one (1) business day.
The HELP_DESK organization will work with the CSC until both
agree that the call should be closed. A permanent correction
must be incorporated into the next release of the Product.
SEVERITY LEVEL 3
Response requirements will be to respond within 2 days to the
Customer by CSC, according to the agreed Standard Service
Delivery Strategy.
The HELP_DESK will respond within 7 business days, proposing
the action to be taken with the customer. The call is closed
when the action is agreed with the customer.
SEVERITY LEVEL 4
Response requirements will be to respond with 2 days to the
Customer by CSC, according to the agreed Standard Service
Delivery Strategy.
The HELP_DESK will respond within 21 business days, proposing
the action to be taken with the customer.
End of Part III)
================================== END OF TEXT ===============================
| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 3802.1 | | CSOA1::LENNIG | Dave (N8JCX), MIG, @CYO | Tue Apr 11 1995 13:14 | 4 |
| In this era of accountability, I hope the person(s) responsible for
creating the need to "revitalize" the program are suitably rewarded.
Dave
|
| 3802.2 | Some questions | EICMFG::MMCCREADY | Mike McCready | Sun Apr 16 1995 14:54 | 33 |
| re: .0
> The Assets have been reclassified in 4 categories:
You say that the ASSETS have been reclassified, but I was not able to
find any reclassification in the European VTX ASSETS. When do you
expect to have an updated list of ASSETS?
Is BASEstar going to be classified as a Digital ASSETS product (DAP)?
> - Digital ASSETS Products (DAP)
> . ESSB distribution
> . Total Revenues for DAP sales stay in the selling PSC
> . 50% of MLP$ DAP price goes to the DAP On-going
> Engineering Group.
If 100% of the revenue goes to the selling PSC, how can 50% of the MLP
go to the OGEG? Is the 50% a "shadow-revenue" or is it a Cost of Sales
charge bourne by the selling PSC?
Is ASSETS intended to support only the ABU direct channel business or
is it also intended for the SBU indirect channel business?
What categories of ASSETS can third parties buy without any involvement
from a selling PSC? (If there are part numbers in the price file, then
salespeople will sell them without asking a PSC.) How do you define the
selling PSC in this case - PSC in same geography as customer?
Do you have a standard form for licencing ASSETS to customers? (In the
past I had to resort to copying an old standard licence and blanking
out the used fields with masking tape!)
Mike
|
| 3802.3 | yes | ANNECY::HOTCHKISS | | Wed Apr 19 1995 11:26 | 2 |
| re .1 don't worry.They have all been rewarded in the traditional
Digital way.
|
| 3802.4 | BASEstar is a Product. | CAMONE::SCHIESSL | | Wed Apr 26 1995 14:19 | 8 |
|
Mike,
There are no plans that I know of to reclassify BASEstar as an ASSET.
It will remain a Digital Product available through the SSB.
- Gary
|