1

2

0

20

40

60

80

100

120

2015 2017

55 Milliarden € Schaden

17% Diebstahl sensibler Daten

11% Diebstahl von Patenten

36% Diebstahl von Finanzdaten

30% Diebstahl von Geräten

%

3

Machen wir wirklich einen guten Job bei

unseren Kunden?

4

371 Mrd € Kraftfahrzeugbau

231 Mrd € Maschienenbau

191 Mrd € Chemie

172 Mrd € Ernährung

158 Mrd €Elektrotechnik

.

.

.

55 Mrd € Cyber Security

5

75.000 GDPR Experten in Deutschland fehlen 2018

6

125.000 Security Experten in Deutschland fehlen 2018

7

Warum macht ein Distributor

eigentlich Service

88

99

1010

1111

1212

1313

1414

1515

1616

17Confidential

We provide specialisation through our technology practices

Our Comstor practice offers specialist support across Cisco technologies and helps you profitably ENGAGE,

DEVELOP, GROW and EXPAND your Cisco business with our EDGE

partner programme.

Our Security practice arms you with products and services that help you

safeguard your customers’ data, infrastructure, users and applications

from threats and downtime.

Our UCC practice enables you to create seamless interactions for

your customers anytime, anywhere through a tightly

aligned technology eco-system.

Security solutions

Infrastructure Protection

Endpoint Protection

Threat detection and prevention

Security Management

UCCsolutions

IP Telephony

Video

UnifiedCommunications

Collabo-ration

solutions

Services

Security

Collaboration

Software

Data Center

Enterprise Networks

IoT

EDUCATION

SERVICESSUPPORT

SERVICES

PROF.

SERVICES

SUPPLY CHAIN

SERVICES

FINANCIAL

SERVICES

RENEWAL

SERVICES

MANAGED

SERVICES

18Confidential

Westcon handles Level 0 & Level 1 calls, whilst providing partners with ticket feedback as well as analytic insight. You will maintain end user access to Bluecoat TAC (Technical Assistance Center) when it’s needed – we will refer all calls from Level 2 upwards swiftly and seamlessly to Bluecoat.

End User

VendorTAC

Reseller

Maintenance direct calls to Vendor

Direct calls to Vendor deck (option 1)

L0 & L1

L0 & L1

L2+ callsCalls directed to reseller for

support (option 2)

Analytics and Insights to reseller included

L0 & L1

Symantec / Bluecoat Embedded Support. How it works.

Westcon-ComstorSupport

desk

19Confidential

Pre-Sales Inquiries

Troubleshooting

Configuration Support

Change Management

Design Support

What is Service Desk?

Multi-lingual support

1 single point of contact

Guaranteed service levels and defined response and lead times, based on your needs

24 x 7 x 365 availability

Dedicated Service Delivery Manager enhances Service & Problem Management experience

Ticketing system with online progress tracking and email updates

Package options cater for both smaller resellers as well as large system integrators

… and many other vendors

20Confidential

Volume Contracts – SLA overviewAva

ilabili

ty

BASIC STANDARD ADVANCED PREMIUM ELITE

Resp

onse

tim

e

Request

Lead t

ime

Change

+ Service Desk time $

SUPPORTMulti Technology

9-17 h

SUPPORTMulti Technology

9-17 h

SUPPORTMulti Technology

SUPPORTSingle Technology

SUPPORTMulti Technology

BEST EFFORT

PRIORITY LEVEL PRIORITY LEVEL PRIORITY LEVEL PRIORITY LEVEL

BEST EFFORT

21