| Q. |
What does the Dell Remote Monitoring platform
do? |
| A. |
Dell delivers IT monitoring and security software designed
specifically for the needs of mid-tier organizations and the
channel partners that serve this rapidly growing market. We've
integrated enterprise-class network, systems, application and
security capabilities into one Web-based package that is affordable,
deploys in hours, and is easy to maintain and use. |
| Q. |
What makes Dell different from other software
vendors in this space? |
| A. |
Technology is only one aspect of the Dell managed services
partner program. While we're proud that we've been able to simplify
IT and security monitoring to empower a new market to take control
of their IT environments, we understand that a partnership is
more than just a product. We assist our partners with every
aspect of the rollout process – installation, training,
development of service packaging based on current core competencies,
pricing, sales model and operations. With Dell, the relationship
doesn't stop when the partner receives product – it's just
beginning. |
| Q. |
Why would we purchase Dell in place of
a point product? |
| A. |
Dell has integrated network, systems, application and security
monitoring into a single, out-of-the-box software tool. We offer
a range of hosted solutions, designed to suit the needs of all
types of channel partners – and we maintain our software
remotely 24x7. We ensure the management platform is always up
and running, and delivering superior performance. We handle
all updates and patches and we back up the configuration files
and data. We eliminate all of the expensive overhead commonly
associated with installing and maintaining a traditional management
platform. We do not however, touch anything on your client's
site – we just manage the management platform. |
| Q. |
Do you sell direct? |
| A. |
We sell exclusively through the channel
except in geographic regions where we do not have an authorized
partner. |
| Q. |
How does the Dell Remote Monitoring platform
compare to the traditional products in this space such as HP-OpenView,
Concord, Tivoli, CA, etc.? |
| A. |
- All of these products were designed and built for large,
single enterprise environments. They are excellent products
if you are managing a single network with thousands of
devices. However, they were never designed to support
multiple, individual, mid-tier networks.
- Even in large networks, you typically use only a very
small portion of these product capabilities (typically
less than 20%), yet you pay
for 100%, and you must train and support them continuously.
Not surprisingly, these products are rarely profitable
for the typical service provider.
- Dell managed services software was specifically designed
to be used as a service by channel partners and service
providers to remotely support multiple, mid-tier accounts.
|
| Q. |
What about low-end products
like "WhatsUp Gold" and other shareware you can download
from the Web? |
| A. |
If you are serious about building a successful,
profitable, managed services business, you need to build
your foundation on commercially proven, and fully supported
technology. You will also need significant assistance
from the vendors with whom you partner. Low-end product
offerings traditionally do not include the technical,
sales and marketing support necessary. Such low-end approaches
are nice for organizations that have the time and expertise
to build their own "custom" solutions. While freeware
and other alternatives may appear to be cost-effective
initially, there is a strong probability that you will
need to invest heavily in labor and additional tools. |
| Q. |
Is Dell an MSP? |
| A. |
No, we sell software to MSPs, VARs, SIs, and IT consultants.
Partners can also resell our software as a standalone product
to individual clients. |
| Q. |
How do I make money using Dell? |
| A. |
We provide the technology and support that enables you to
more effectively deliver your core services without hiring additional
people or building a costly NOC. If you're currently priced
out of deals because you're limited to expensive platform solutions,
such as HP, CA, Concord and Tivoli, we can provide you with
a more cost-effective product alternative. |
| Q. |
How can Dell help me to sell managed services
without building a NOC? |
| A. |
We automate many of the time-consuming tasks that your technicians
or operations professionals perform onsite, such as manually
looking through event logs or checking that a virus package
was recently updated and is working properly. In many cases,
you can re-deploy an operations person as a billable employee.
One Dell partner recently re-deployed three technicians (previously
chained to a support center handling customer issues) as billable
consultants three times a week at rates of $120/hour. |
| Q. |
How can you help us to
sell more consulting services? |
| A. |
We call this "dialing for dollars". You
can run our reports at any given time against a client's
IT environment to identify opportunities such as a server
memory or CPU upgrade, a pressing security vulnerability
or patch issue, or suggested Windows migration. You can
use the reports to validate your recommendations. |
| Q. |
What is SilverStreak? |
| A. |
SilverStreak is a piece of software code that
uses HTTPS to extend the advantages of monitoring to remote
sites without a dedicated connection, such as a VPN, or change
to the firewall. SilverStreak is NOT a product – rather
it is additional functionality incorporated in all Dell Remote Monitoring products. |
| Q. |
What are the benefits
of SilverStreak? |
| A. |
SilverStreak dramatically reduces the service provider's sales
cycle in introducing, deploying and upselling managed services
to clients. Mid-tier organizations realize "instant scalability"
with the ability to extend monitoring to remote sites without
having to make complex operational changes, such as changing
each firewall configuration or deploying more pieces of equipment
to manage. As an added benefit, SilverStreak reduces the amount
of bandwidth required to deliver services to customers or remote
sites. |
| Q. |
Does Dell grant exclusives for its BusinessBuilder
program? |
| A. |
We typically look for only one BusinessBuilder
partner per region. We invest a significant amount of
resources (i.e., sales support, marketing, a dedicated
inside sales rep, training and technical assistance) and
we simply can't afford to provide this level of support
to multiple companies in the same region. However, in
some cases we do have 2 or 3 partners that complement
each other in a single region. |
| Q. |
What types of channel partners are the
best fit for Dell? |
| A. |
- Existing MSPs – Dell can significantly lower
your operating expenses, new customer implementation costs
and help create new opportunities.
- MSPs – leverage Dell to deliver remote managed
IT and security services without having to build a costly
and resource intensive NOC, or as a replacement for costly
platforms that are too expensive and time-consuming to be
profitable.
- VARs and Systems Integrators – position
Dell as a plug-and-play software alternative to existing
solutions that are too costly and complex for their mid-tier
clients.
- Consulting companies – leverage Dell software
to conduct security and overall IT health "snapshot" audits
to quickly identify new consulting and upgrade opportunities.
- Software Application Developers – control
deployments, remove the finger pointing and isolate the
real problems after you deploy your solution. Our solution
allows you to take a snapshot before and after your software
deployment to show the client that your software is operating
efficiently and isolate the real culprit.
|
| Q. |
What vertical markets
do you serve? |
| A. |
Although this solution can work in any IP-based infrastructure,
Dell has developed significant depth in the following vertical
markets
- Healthcare
- Banking and Financial
- City and State governments
- Education
- Legal
- Retail
- Civil (Police, emergency services, administrative)
|
| Q. |
Will marketing development
funds be made available to us? |
| A. |
Yes, upon mutual approval of all marketing activities by both
Dell and the partner. In contrast to typical programs, actual
funds allocated may exceed the traditional industry percentages
(2-3% of partner revenues). This scenario occurs when both parties
are committed to the success of the project and lay out all
metrics in advance of a contractual agreement. |
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