Connectify Dispatch

1 Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved.
d. Copyright 2014 EMC Corporation. All rights reserved.

Partner Update
21
st
Oct 2014
Copyright 2014 EMC Corporation. All rights reserved.
Agenda
Install Compliance Goal
APJ Install Compliance Goal
What is Install Compliance Goal
An Install Compliance goal introduced in Q2 14 with the aim to encourage the field to ensure
products are installed as per EMC Best Practices . The tracking helps to increase Recently Installed
systems install compliance %.
What is Measured
A single Target that measures install compliance per region.
Percentage Compliant = (Exceptions / Total in Period)
Qualifying period = Install date + 90 days
Exclusion Period = Install date < 30 days (no other exceptions)
Exception = Missing Code, missing Primary Contact, invalid Connection Record, missing Connect home
and missing Connected To.
How is it measured
Weekly Region Exception Reports available from:
https://inside.emc.com/docs/DOC-54990
Tasks measured for Install compliance Goal
1) Contact Information
Primary and Secondary contact information of the end customer should be correctly updated.
2) Code Currency
Code should be upgraded to latest target code or to the customer approved code in case of global customers.
Contact ASE / ASR / PM for additional information on the code levels. However, EOSL / missing / wrong code
updation should be strictly avoided.
3) Connected TO (wherever applicable)
Connected TO is a SSID number for all the nodes connected in that cluster. This is applicable to all products like
Avamar and it should not be left blank.
For Avamar: Using the CLI, mccli server show-prop | grep system ID
4) Valid RC
We should have a valid RC connectivity option of ESRS / email home. For all successful configuration, we should
have a test SR in SYR. If not CCAF process should be followed. Full procedure of CCAF should be followed.
5) RC Dial Home / Config
The system should be dialing home on a weekly basis. Date of last dial home will be checked. Check
Home / Config Home will be checked.
CCAF Process
Engineer should explain the ESRS option during installation pre-work.
Should send the related documents through email after the discussion.
Engineer to provide the demo / presentation based on the need. Material is available in One EMC.
Contact ASE / ASR / CSE for any assistance in explaining the process to customer.
Explain the pre-requisites like port requirements, OS required to customer.
If no response within one week, please send the first reminder and copy EMC ASR /
ASE.
Please call up customer before sending the email.
If no response even after 2 weeks, please send the second reminder and add CCAF
form.
Please call up customer before sending the email.
Explain the CCAF document process.
Copy the respective ASR / ASE & CSE of the region / account.
We need signed document or reply to the email where CCAF document was sent.
One CCAF document for one TLA. Multiple TLA in form is not allowed.
After getting the CCAF / confirmation email, please inform Iyaz Khan / Pavithra
Ganapathy.
Template for closing the Install
Details Required EMC CE / Partner inputs
Customer Name (in short)
System Serial Number
Code Level
Primary contact Name
Email id
Phone number
Alteranate Contact Name
Email id
Phone number
RC Type (ESRS/Email/CCAF)
Test RC SR
CCAF uploaded as per process Mention Refuser Name & Reason
Connected to SN (Avamar & RP)
Final Logs uploaded in the SR Yes or No
Logs upload Date Date mandatory
Sitechecked before power ON Yes or No
UATDone Yesor No
APJ Install Compliance Trend
Install Compliance
Install Compliance Q4 Goal Overview
Aim: Installation is complete when the system is updated with
all relevant elements to:
facilitate smooth service request handling
reduce counter productively
enhance customer experience.
Solution: a single target that measures installation compliance
(completeness) for a defined set of metrics.
either all metrics are valid or installation is non-Compliant.
Target: This will be measured as a single regional target where
our aspiration is 100% success but in Q4 the regional target will
be set to 90%.
Measurement: metrics all need to be valid to be compliant:
Code Level
Remote Connection record
Primary Contact and email address
ASR Name and ASR email
Connect-Home received for remotely-connected TLAs
TLA Connected To relationships where applicable
Goal Measurement criteria:
Measurement begins when TLA is set to Install status in CSI
Non-Compliant TLAs <30 days old are excluded from metrics
Percentage Compliant = Compliant / Total (less non-compliant <30 days)
Qualifying period = Previous Quarter and Current Quarter (Q4 starts 1
st
July 2014 and finishes 31
st
December 2014)
EMC Maintained and EMC Installed only
Tools: the success can be monitored through the existing Ops
console which will refresh weekly (by Wednesday of each week).
Install Compliance Summary Reporting
Summary Page - all Product TLAs recently set to Install will
appear in the Summary report.
The Summary shows TLA
counts per product
Drill-down by clicking on a link
Geo, Region, and District
reports available
Install Compliance Detail Reporting
Detail Page each Product TLA shows details & issues
Install Compliance Detail Reporting
Detail Page each Product TLA shows details & issues
Goal - CSI Connection Record Values
Connect-In Connect-Home
Compliant
Not Compliant
Compliant
Compliant
Compliant
Not compliant
Not compliant
Compliant
Not compliant
Compliant
Compliant
Compliant
Compliant
Compliant
Not compliant
Not compliant
Not compliant
Goal intended to be Proactive
Metric Can these be completed Prior
setting Install in CSI?
Code Level Yes
Primary Contact and email address Yes
ASR Name and ASR email Yes
Connected To relationships
(where applicable)
Yes although this is normally completed as part
of an install form sent to IBG
Remote Connection record No - This should be set to Not Configured
Set to Customer Refused if this is going to be
the final position ASAP and make sure CCAF
process is followed.
Connect-Home received for
remotely-connected TLAs
No - Can only be completed after the
Connection Record update and physical install
of the Connectivity
Proactive not Reactive
Proactive means: (0- 30 days)
Planning before the actual install
Update CSI (Contacts, IB) before Install is considered complete
Install and test connectivity before Install is considered complete
Send Template & Raise PNT (after confirmation from EMC ) once all work is
complete
Reactive means: (31 180 days)
You didnt do the install so you may not know who at the customer you should be
talking to, so this can take additional time and add a degree of difficulty
If the customer is happy with the current connectivity status, changing it after
install is considerably harder and more time consuming
Links
Description Link
ESRS Solution Tools and Reference https://inside.emc.com/docs/DOC-54534
ESRS Collateral & Resources https://inside.emc.com/docs/DOC-76305
CCAF Process, forms and repository http://gcsdocs.corp.emc.com/
Partner Process Training
Installation and Implementation Process Overview
Installation : Step 1 Physical Installation and configuration
Partner Engineer
Conduct Site Survey &
inventory check
Configure Remote
Support
Upgrade Box to latest
Code and Install
Create Product
Procedure Generator
Upload Config Files
To EMC, Eg. EIP1
Installation : Step 2 Transfer of Box to EMC and Admin Closure
Partner to fill in the PNT
Form for each box
Submit PSQ Survey
To the Customer
Implementation: Step 1 Configuration of hardware to customers Host
Create the Scope
Of Work
Testing and Hand
Over Training
Implement the
Scope of Work
Submit the Change
Control using CCA
Documentation
PNT Process
PNT stands for Partner Notification Tool. This option is available to Partners for the notification to EMC of work performed -
such as platform installs, hardware upgrades, software upgrades, remote connections, and relocations.
Features of PNT
What is PNT?
Login to Partner Portal (www.emc.com/auth/partnerportal.htm) ->Services and
Support Delivery Resources
Select Quick Links-> EMC Services Partner Web
EMC Service Partner Web -> Tools & Forms
Available Product view depends
On Partners Contract
Tools & Forms -> PNT Tool
Mandatory
Mandatory
Mandatory
Email Notification on the PNT Output New Partner Notification
Email Notification on the PNT Output Update
Email Notification on the PNT Output Closed
37 Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved.
Copyright 2014 EMC Corporation. All rights reserved.

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1 Copyright 2014 EMC Corporation. All rights reserved. Copyright 2014 EMC Corporation. All rights reserved.

d. Copyright 2014 EMC Corporation. All rights reserved.

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