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Server Technology Global Services

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Service Product Lifecycle

Plan• System Layout & Planning• Efficiency Planning• Planning for System Customization• Technology Based Training

Maintain• Factory Warranty• Escalated Support• Extended Warranty• Annual Audit• System Upgrades

Implement• Installation• Product Based Training• Testing• Software Integration

Vision - Build and execute on a comprehensive service product portfolio that supports the life cycle of cabinet distribution products for the data center.

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What Are the Different Service Product Types?

Standard Services Considered a “service product” Follows standard SOW Has standard pricing Uses SKU Scheme for ordering

Engineer to Order Service (ETO) Requires custom statement of

work (SOW) development by sales engineer, software engineer or engineering

Is custom priced Starts as a process then results

in product

PRODUCTS GO FROM ETO TO STANDARD WHENYOU SEE DEMAND CONSISTENTLY OVER TIME

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CDU Installation

What is CDU Installation? CDU installation is where we physically install the product into the

customer’s rackWhat do we do?

Inventory and unpack hardware Mount hardware Clean area No training provided

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CDU Configuration

What is CDU Configuration? CDU configuration is when an STI field technician configures the

installed STI CDU’s onto the customer’s networkWhat do we do?

System setting Setting desired security Setting User access Set thresholds Set SNMP traps and email destinations Testing Orientation user training – 1-2 hours

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Sentry Power Manager Basic Integration

What is an SPM Basic Integration? SPM Basic Integration is a hardware installation and very general

integration and discovery of CDU’s on from the customer network onto the SPM appliance

What do we do? CDU set up confirmation Installation and set up of SPM appliance Location and cabinet creation Testing Orientation user training – 1-2 hours

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Sentry Power manager Complete Integration

What is an SPM Complete Integration? SPM Complete Integration is a hardware installation and comprehensive

integration which includes customization services for the customer cabinet distribution architecture

What do we do? CDU set up confirmation Installation and set up of SPM appliance Location and cabinet creation Set thresholds Create groups and clusters Set up user accounts Testing Training – 1-2 hours

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SPM Customization/Upgrade Service

SPM Customization SPM Customization allows us to work with you to build customized

reporting or integrate the SPM into your specific BMS system.− When engineering work is needed to develop additional features for the

client we build a custom SOW

Firmware Upgrades (CDU’s and SPM) Firmware Upgrade allows us to provide an engineer to perform

firmware upgrades across your entire hardware installation− This ensures your products are at the highest level of product features and

ensure efficient performance

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Warranty Service Programs

Standard Warranty Two years from ship date Phone Support 5x13 Repair and replace once defective product received

Power Service Upgrades standard warranty period Cross ship replacement, for 90 days from invoice Phone support 5x13

Premium Power Service Phone Support 7x24 Upgrades standard warranty period Cross ship replacement 48 hour replacement

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What makes services succeed?

Pre-deployment Deployment Post-deployment

• Pre-site communication• Security review

• Site• Network

• Advanced scheduling

• Defined scope of work• Overview of work• Training

• Signed documentation• Review scope of work objectives• Customer Centric survey

Goal – Provide world class professional and product based services so our customers can focus on their core business needs.

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Capabilities and Focus

Industry experienced professionals Our professional engineers have an

average of 15 years experience in hardware and software systems

Capabilities Safely and comfortably interfaces with

systems Identifies and operates within customer

environment/systems Effectively utilizes factory training and

manual setSteps of Focus

Classroom training, provides technical knowledge and understanding of customer environment

Hands-on training provides practical operation and maintenance experience