Nokia Support - Focus on renewal business
Part of your success with your customers is the ability to keep them satisfied. That's why ensuring your customer's stay up to date with their support renewals is such an important aspect of your business. Relationships are damaged if a customer's appliance fails and they find that the support has lapsed. This may have repercussions on other business that you have ongoing as these issues are usually escalated rapidly within a company and there is nothing more certain that bad news travels faster than good.
Nokia offers world class global support and services. This is recognised for world class customer support and is dedicated to excellence with Technical Assistance Centers (TAC) around the world and on-site capabilities in 1000+ metropolitan areas covering over 40 countries.
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Benefits of Renewing Support:
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Nokia Software Subscription ensures you receive all the latest updates, patches and revisions of software.
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Customers have access to https://support.nokia.com/ which offers:
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Latest Updates and Enhancements
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Documentation
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Access to Knowledge Base with 1000's of resolutions
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TAC Newsletter
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Access to Nokia Learning Channel
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Service Contract Centre
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Open & View Support Cases
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End User has assurance that their network security will not be jeopardised.
Implications of NOT Renewing Support:
A lapse in support is not only costly for your end user; it will also cost you in time, valuable resource and end user relations.
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Reinstatement Fee: If a support contract renewal lapses for a period greater than 60 days the customer will be liable to a reinstatement fee in addition to the normal support contract charge. Reinstatement fees = approx 20% of the list price of the product.
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Nokia Contract Hardware Return and Repair: If a unit fails and is not covered by support or standard warranty the customer would be subject to a return and repair charge = 60% of the list price of the appliance. Also the end user will be left without an appliance for a period of up to 30 days whilst the unit is being fixed.
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The end user runs the risk of running old revisions of IPSO / SW potentially compromising their network security.
COMPUTERLINKS and Nokia have dedicated teams to help report on and close renewals business. Please contact your COMPUTERLINKS Account Manager for assistance with this business. If renewals are missed then the penalties are high both for the end user in terms of the service they are providing to their customers and your relationship and future sales to your customer. |
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Nokia
