________________________________________________________________________ | | | Report prepared by: Faulkner Information Services | | 114 Cooper Center | | 7905 Browning Road | | Pennsauken, NJ 08109 USA | | Telephone: 609-662-2070 | | Fax: 609-662-6634 | | | | Report submitted on: August 2, 1993 | |______________________________________________________________________| Chapter 3: Unisys' Support and Services Section 3.1: Overview Section 3.1.1: Statement of Purpose Unisys has embarked on a major initiative to build and aggressively promote the company's focus on customer service. Under its "Customerize" program, Unisys is aligning its overall information strategy with its customer service goals in an attempt to increase its profitability through comprehensive service offerings and enhanced quality service and support. Section 3.1.2: Organization Unisys has organized its maintenance, consulting, systems integration, training, and other services into seven groups: o Unisys SURETY Services--Integrates hardware and software (systems and environmental services and support under one contract. o CUSTOMCARE Services--Offers a set of service plans that provide a range of bundled software, hardware, consulting, and training options. o Equipment Maintenance Services--Includes on-site, central (off- site), scheduled, and per-call services. o Software Support Services--Includes services required to isolate, report, detour, and/or resolve the failure of standard, unaltered software to perform to Unisys specifications. o Professional Services--Assists users in project management, performance measurement, analysis, design, implementation, consultation, diagnosis, and programming data processing disciplines. o Installation Services--Covers both hardware and software products. o Educational Services--Comprises lecture courses, education consultant services, training, and special educational services. Customer support for all computer products is handled through a VP of Technical Customer Support. CUSTOMCARE activities and pre- and post-sale support resources are reported through this organization, although local office management has administrative control over the resources. Section 3.2: Warranty and Installation Section 3.2.1: Warranty Offerings System hardware is typically warranted against defects in materials and workmanship for a period of 90 days, after which time the user may contract for one of several different hardware maintenance service options. Unisys offers a standard one-year parts-and-labor warranty for all of its desktop systems. Section 3.2.2: Installation Installation and setup of Unisys equipment are normally available at extra cost; installation costs are often waved on special promotional sales or with execution of a service contract concurrent with the system sale. Installation terms differ from system to system; generally, small system installation is arranged through a reseller. Section 3.3: Maintenance Section 3.3.1: Maintenance Service Offerings After the warranty period expires, users can arrange for on-site hardware maintenance on a per-call basis or through an extended service contract. Hardware maintenance can also be performed at authorized Unisys service centers. On-site maintenance is a standard policy on midrange systems, but many desktop products are serviced on a depot- return basis. Unisys has two basic maintenance plans: CUSTOMCARE and SURETY. Unisys' SURETY service program integrates hardware and software (systems and environment) services and support into one contract. Under SURETY, users can choose from four prepackaged service options to meet the level of hardware and software maintenance and support they may require. These options include Intro, Basic, BasicPlus, Comprehensive, and Elite; they range in offerings from centralized phone support and bulletin board services to full 24-hour on-site maintenance and installation support, preferred rates on supplies and products, on-site systems operations reviews, and bundled professional services. For the CTOS workstations and other commodity products, the Basic, BasicPlus, and Comprehensive service levels include SURETY-SELECT options, allowing for customer participation in service delivery or for self-maintenance with support from Unisys. CUSTOMCARE is a set of service plans that provide a range of bundled software, hardware, consulting, and training options. Unisys operates a nationwide LAN services delivery organization, with a dedicated sales and support infrastructure and over 170 Novell- certified network engineers trained in host connectivity and internetworking. Unisys has one of the largest network engineer forces in the industry. Basic hardware maintenance terms are based on prime shift coverage with next-day response. Four-hour response and additional shift coverage is available. Response time terms may be different for products from the Network Computing Group, most of which are serviced through third-party maintenance contracts. Computer Systems Group products are normally serviced directly by Unisys. Unisys makes all repairs at its own depots around the country and also authorizes dealer repairs. Unisys offers 48-hour turnaround for customers who do not want to pay the additional cost for same- or next-day on-site service. Section 3.3.2: Maintenance Service Costs Unisys SURETY maintenance fees are based on a monthly schedule, but the initial term for any selected plan level is a minimum of 12 months. For the CTOS systems, monthly maintenance charges range from 0.05% to 0.4% of the system purchase price for the Intro option up to a range of 0.8% to 1.9% per month for the Comprehensive option. For the U Series systems, monthly maintenance charges range from 0.07% to 0.1% of the system purchase price for the Intro option up to a range of 0.5% to 1.0% per month for the Comprehensive option. For the 2200 Series systems, monthly maintenance charges average about 0.1% of the system purchase price for the Basic Plus option up to a range of 0.1% to 1.1% per month for the Elite option. Section 3.4: Professional Services Section 3.4.1: Per Call and Preferred Per Call Services Unisys provides per call and preferred per call services: o Per Call Services--Provides assistance in identifying and diagnosing problems, developing detours, and advising on operational use of software when a software support plan has not been contracted. o Preferred Per Call Services--Similar to Per Call Services but used when a lower-level software support plan has been contracted or when contracted services are performed outside normal Unisys service hours. The fee schedule is as follows: Standard Premium Per Call Hourly Hourly Service Minimum Charge Charge ======= ======== ======== ======= Per Call Services 2 hours* $255 $295 Preferred Per Call 2 hours 175 195 * 4-hour minimum for Premium Hourly Charge Section 3.4.2: Consulting Unisys provides a broad range of consulting services encompassing the following levels: o Business Consultant--Confers with executive management using line- of-business expertise to define the customer's strategic business goals and advises in the reengineering of business processes to meet those goals. o Principal Consultant--Confers with senior management to understand the customer's strategic goals and formulates an appropriate information technology strategy. o Senior Consultant II--Advises customer management in the development of tactical business solutions that impact the direction of the company. o Senior Consultant I--Works with and may advise customer management in the implementation of technical business solutions that influence a segment of the customer's business goals. o Consultant--Works with operational management to implement specific technology approaches that may include configuration, installation, and stabilization of system, environmental, or application software. Consulting rates vary according to level selected: Standard Premium Per Call Hourly Hourly Service Minimum Charge Charge ======= ======== ======== ======= Business Consultant 4 hours $250 $290 Principal Consultant 4 hours 225 260 Senior Consultant II 4 hours 195 220 Senior Consultant I 4 hours 185 210 Consultant 4 hours 175 195 Section 3.4.3: Project Management Services Unisys offers the following project management service levels: o Program Manager--Directs technology-enabled business process programs that cross multiple business functional areas. o Certified Project Manager--Manages the design, development, training, implementation, and support of multiple applications, systems, and/or technologies related to customer business functions. o Project Manager--Manages the design, development, training, implementation, and support of applications or solutions. Service rates vary according to level selected: Standard Premium Per Call Hourly Hourly Service Minimum Charge Charge ======= ======== ======== ======= Program Manager 4 hours $250 $290 Certified Project Mgr 4 hours 225 260 Project Manager 4 hours 195 220 Section 3.4.4: System Specialist and Programmer Services Unisys has system specialist and programmer services: o Systems Specialist--Provides assistance in the development of design specifications from which information system solutions can be planned, designed, developed, and implemented. o Programmer Analyst--Assists customers with the design, development, or implementation of solutions and software. o Programmer--Writes custom application software from design specifications, performs software conversions, and performs program coding, testing, and/or debugging. Fees for these services are as follows: Standard Premium Per Call Hourly Hourly Service Minimum Charge Charge ======= ======== ======== ======= Systems Specialist 4 hours $135 $155 Programmer Analyst 4 hours 100 115 Programmer 4 hours 80 90 Section 3.4.5: Systems Integration Unisys offers a high-level consultancy and planning program called the Enterprise Information Technology (IT) Planning Service. The service assists customers in developing a comprehensive three-year information technology plan that facilitates the implementation of a standards-based information system that integrates islands of information within a given enterprise. The Enterprise IT Planning Service is available for a fixed price of $40,000 for small- or medium-size companies; services for larger organizations are priced on a quote basis. To complement the Enterprise IT Planning Service, Unisys offers the Application Solutions Planning Service. This service is intended to assist in identifying appropriate solutions, based on enterprise strategy and goals, and recommending organizational steps needed to effectively implement those solutions. The service will begin by eliciting input from customer end-user and management personnel to ensure that proper solutions address business goals. Based on such information, the service team identifies applications that are strategically critical to the enterprise and recommends the technology for building those applications. A third element in Unisys' suite of executive consultancy services is the Unisys Network Solutions Planning (NSP) service. NSP helps customers control the growth of their multivendor networks so that these networks are efficiently implemented and meet current and future technology and business requirements. Section 3.6: Education Unisys Educational Products and Services include the following: o Lecture Courses--Classroom instruction offered by Unisys to its customers on-site or at Unisys Education Centers. o Special Educational Services--Specially prepared lecture on-site training, material, facilities, and educational consultant services. o Self-Study Courses--Includes any self-instruction courses, computer-assisted instructions, tapes, documentation, and any other media of instruction. o Education Consultant Services--Provides professional education personnel on a fee basis. Services include education requirements studies, special needs assessments, instruction coaching and observation, and education program planning and implementation. Charges range from $150 to $225 per hour. o Customer Maintenance Training--Provides instructions to customer personnel in the maintenance of Unisys equipment. Plans range in price from $1,930 (Plan A) to $2,275 (Plan B). Unisys has a large number of training courses available both independently and in conjunction with service contracts under CUSTOMCARE. Training is also available in conjunction with integration and service sales, such as the contingency support (disaster recovery) offerings. Training is held in Blue Bell, PA and at major sales offices. ________________________________________________________________________ | | | Report prepared by: Faulkner Information Services | | | | Report submitted on: August 2, 1993 | |______________________________________________________________________|