DAVID BEER

EMEA SERVICES SALES DIRECTOR

ZEBRA
ONECARE SUPPORT SERVICES
OPERATIONAL VISIBILITY SERVICES
MOBILE APPLICATION SERVICES

Design, Deploy and Support Your Solution with Zebra

PLAN

RUN

Benchmarking & Assessments

OS Software Updates &

Security Patches

Mobility Strategy and Visioning

Application Design and Porting
Security & WLAN Assessments

Help Desk & Technical

Support

Operational Pilot & Business Case

Application Hosting and

Management

Solution & Project Design and Planning

Security Monitoring Services

IMPLEMENTATION

Network Infrastructure
Management

Learning Assessment

Network Implementation

Device Deployment
Application Development, Testing
& Deployment
Learning Adoption & Change
Management

Optimization Services
Asset and Operational
Visibility
Support and Repair Services

Run Services: Support

Dont risk your business its crucial that you have a
robust support program to stay up and running
In the event of device failure, worker is forced out of
commission
Wasted time troubleshooting

%
5

%
Equivalent Increase
5 in

Total
CostIncrease
of
Equivalent
in
Operations
Total Cost of
Operations

Significant lost opportunity costs

Unproductive and disconnected mobile worker
Lost sales, mobile worker profitability, customer service erosion
and potential long term impact on customer loyalty
IT departments burdened with fixing devices
Wireless communication failure wastes time reconnecting,
reloading programs, and re-entering data.

%
1
Increase in Device
Failure

Why Support Services?

The Total Cost of Support

%
5

Annual Support Fees

Replacement
EquivalentParts
Increase in

Why Support Services?

Operations accounts for
65% to 80% of total IT
spending
External support accounts
for 10% to 15% of this
Support fees are up to 12%
of total IT spending

Cost of support
extends deeper than

simply annual
contract fees
and repair

Total Cost of
Operations

Failed Resolution Attempts

User Dissatisfaction
Data Loss
Rework
Internal Diagnostics
Spares Inventory Costs
Data Collection
Lost Productivity

Mobile Application Services

15M+

Mobile Computers sold and deployed since 2010

Zebra has 40%+ of this install base

99%

On an Operating System that is

losing support by 2020

Zebra GSS is offering Mobile Applications Services to speed the migration and market adoption
of Zebra Android devices
Channel orderable services to simplify sales and enable partners:
Build, Test, Validate & Support

What does Zebra Services do for Zebra Partners?

Zebra OneCare
Services passes the risk of a long term
contract back to Zebra
Provides annuity revenue
3 year contracts are renewable for a
further 1-2 years, then again for another
1-2 years for continuous revenue
opportunity
Keeps you in contact with your customer
for the long term ready for the
technology refresh

Zebra OneCare provides you with a core service

offer on which you can build your own value
added services
Zebra OneCare is the essential ingredient for
your own Managed Services using Zebras
Operational Visibility Service
Zebra Mobile Application Services are designed
to support and complement our partners
offerings by providing solutions and capacity for
application challenges

ZEBRA
OneCare
SUPPORT
SERVICE
CONTRACTS

What is Zebra OneCare?

SERVICE
FROM THE START

of support
Zebra OneCare services maximize uptimeCost
performance
and productivity of your
customers Zebra products.

extends deeper than

Zebra OneCare offers three service levels simply

to choose
from, ensuring customers
annual

find an offering that will meet their service

requirements
and budget.
contract
fees and
Zebra OneCare was built on the strength of ourrepair
existing programs and
incorporates best practice learned over 10 years.

Zebra OneCare covers mobile computers, printers, WLAN, scanners, RFID

all Zebra products

Zebra OneCare Transforms Support Services from . . .

Break-fix Service Contract
Support when things go wrong
Manual Reports
Service Commodities
Delivering Assets

Service that delivers business outcomes

Insights to avoid things going wrong
Actionable online insight into your Operation
Predictable Business Outcomes
Delivering Asset Confidence

Keep things running. Make things visible. Do things smarter

Zebra OneCare designs, builds and maintains business and operational continuity. Our technology
offers a level of visibility that enables your enterprise to work more effectively and efficiently.

New Support Portfolio

ZEBRA OneCare
PREMIER

VALUE

SELECT
ESSENTIAL
BASIC ASSURANCE

8 X 5 HELP DESK
REPAIR AND RETURN
COMPREHENSIVE COVERAGE
SOFTWARE UPDATES
DEVICE DIAGNOSTICS
USER ASSESSMENT
VISIBILITY SERVICE OPTION

AVAILABILITY AND
VISIBILITY

24 X 7 HELP DESK
ADVANCED EXCHANGE
REPORTING DASHBOARD
SPARE POOL MGMT
COMPREHENSIVE COVERAGE
SOFTWARE UPDATES
DEVICE DIAGNOSTICS
SOFTWARE UPGRADES
USER ASSESSMENT
VISIBILITY SERVICE OPTION

PRODUCTIVITY

OPERATIONAL INSIGHT
AND OUTCOMES
DEDICATED HELP DESK
CUSTOMIZED DASHBOARDS
ADVANCED DIAGNOSTICS &
SW APPS SUPPORT
PROACTIVE ALERTS
HOSTED DEVICE
MANAGEMENT
OUTCOME BASED KPIS

VISIBILITY SERVICE INCLUDED

Zebra OneCare Printers

Exciting New Features
Help Desk
Support

Mobile And
Fixed Printers

Battery
Refresh

Battery
Maintenance

Commissioning
Services

On-line
User
Assessment
And
Learning Tools

Standard Features: Zebra OneCare

for Printers
All Services

Test, Diagnose, Repair / Replace parts, Test, Approve, Report and Return
Genuine Zebra parts installed by Zebra-trained and -certified technicians
Complete cleaning and adjustment, Engineering changes (ECOs)
Preventative maintenance available
All parts and labor (with printhead opt-out option)

Return to Depot

Available worldwide
Return shipping via ground service
3-5 day in-house turnaround time (region and product dependent)
Complete cleaning and adjustment, preventative maintenance Inclusive

On-Site
Available in the US, UK, BNL and selected other countries
On-Site response with parts in hand
All parts, labor, travel

Zebra OneCare Enterprise

Exciting New Features
Help Desk Support
Mobile
Computers,
Scanners, WLAN, RFID

Repair Service
Dashboards

Device
Diagnostic
Service For
Mobile
Computers

On-line
User
Assessment And
Learning Tools

Zebra OneCare ESSENTIAL Dashboard*

Repair Reporting Optional Service

Provides status on each returned device

Shows No Fault Found Metrics
Allows for threshold settings on reports
Role-based access where the customer can choose level of Visibility

Zebra OneCare SELECT Dashboard*

Repair & Case Management Reporting Included
with Select

Adds:
Technical Support Case status
Site and Device Model Level
tables
Allows for threshold settings
on detailed reports
* Not available across all product lines and
regions; check for availability

Device Diagnostics Service

Included in Essential and Select. Mobile Computers only.
What is it?
A troubleshooting service using the easy-todownload Device Diagnostics app
Supports Windows Mobile/Windows CE and
Android mobile computers
What is its value?
The service maximizes device availability by:

Reducing the time taken to resolve issues

Solving problems remotely in the field

Online User Assessment

and Learning Service
Included in ESSENTIAL and SELECT.
Multiple choice questionnaire
Results supplied with recommendations for
learning
Access to the recommended learning resources
in Zebra online learning library
Evaluates a users technical skill level
Identifies the gaps in knowledge

Help identify learning opportunities to increase

user adoption for faster ROI

24/7 Helpdesk
Support Mobile
Computers, Scanners,
WLAN and RFID
Level 1 telephone technical support will be
available under Zebra OneCare Select end
user customers and partners in English

language.

ZEBRA
OneCare
VISIBILITY
SERVICES

Customer Challenge
Identification, Location and Condition of Business Critical Assets
How many and which devices are at each location?
Are they configured properly? How are they performing?
Are they utilized? Do you have to few or too many?
Are the devices ready for shift? Will they perform for an entire shift?
Which locations are performing (mobility enabled business processes)
the best?

Which are causing the most cost - device returns, support calls?

Operational Visibility Service (OVS)

What we are Delivering?
Service that delivers business outcomes

Simple to order service

Insights to avoid things going wrong

Service includes: Access to Zebras cloud-based Asset Visibility Platform (AVP),

Actionable online insight into your Operation
MDM server best practice configuration, help desk and training
Predictable Business Outcomes

Optional services available to extend partner capability

Delivering Asset Confidence

Operational Dashboard and Analytics

Integrated Cloud Based Soti MDM tool & console included.
20 reports available on Device Location, Utilization, Operational
Trends and Services
Powered by our Asset Visibility Platform (AVP)
Requires a Support Service Contract to Purchase a Managed Service Package
Minimum Device Quantity : 250 Devices

Value to the Customer

What OVS delivers to different parts of the business:
OPERATION/
SERVICE DIRECTOR

IT / PROCUREMENT

SENIOR
MANAGEMENT

IDENTIFICATION

Ensures proper asset

mix per site / use case

Lost/stolen devices
and security policy

Comprehensive Asset
audit

LOCATION

Enough quantities of
devices available to
optimally operate

Remote management
of devices

Best practice
identification across
organization

CONDITION

Are devices ready for

the entire shift?

Asset performance
trends and budgeting

Optimized
investments and
utilization

Operational Dashboard
Deep Operational Insight; Enabling Operational.

Operational Dashboard
Compelling Events and
Inventory

Total Operations and Per Site

(Store, DC, DSD) Operational
Metrics and Data

Operational Dashboard
Deep Operational Insight; Enabling Operational.
Standard Operational Report
Summaries & Underlying
Detailed Reports

Support (Service
Desk & Repair)

Operational Dashboard
Deep Operational Insight; Enabling Operational.

Drill Down to Individual Devices and site data.

Includes mobile computing & printers (specific)

OVS Feature Overview

SKU & Options
Optional Custom quoted

Standard features
Training

Platform Helpdesk

Device Staging and Deployment

Gold Image creation &testing, Staging depot service and deployment of
devices in operational environment

MDM Configuration

On-boarding Service
Technical Advanced Helpdesk

Operational Dashboard & Visibility Portal

MDM based helpdesk, remote device management, remote locking and

wipe etc

MDM Server (SOTI)

Application Management

Licenses, Support, Hosting & configuration

Remote application management and device update

Asset Visibility Platform (AVP)

Partner Back-End Data Integration

Cloud based, integrated with Zebra backend systems, business

critical availability and performance, analytics

Allows partner to easily integrate with Zebra AVP to enable

partner provide consistent and complete visibility to customers

TECHNOLOGY

SERVICES

ZEBRA
MOBILE
APPLICATION
SERVICES

Zebras Software Application Services

End-to-end services help with every phase of application migration

Virtualization
On-Going Support

Re-Envision

BLUE:
Zebra Services for business and
partners that do not having inhouse capabilities.

GRAY:

Support for both Zebra and 3rd

party developed applications.

3rd Party
Activation
Re-Engineer

All available to and through our

extensive partner network.

Modernization Method
Get to modern systems with virtualization and innovate over time.

App Portfolio

Virtualization

Re-Envision

Re-Engineer

Zebra Confidential Restricted

100%

Modernization with Zebra Faster, Reduce Cost,

Lower Risk
Re-Engineer

User Experience
Change

Re-Envision

Virtualize

Functional Change

100%

Zebra Confidential Restricted

Activation Support for In-house or Partner developed

apps
Reduce risk, time and cost associated with application development and deployment
APPLICATION JUMP START
Address migration challenges
Troubleshoot application issues
Optimize application performance for Zebra mobile devices

APPLICATION TEST AND VALIDATION

Provides comprehensive interoperability, usability and
functionality testing of applications
Includes 1 year of Zebra OneCare Software Application Tier 2
Help Desk

ON-DEMAND APPLICATION DEVELOPMENT SUPPORT

Provides developers on an as-needed basis in 20 hour blocks

Zebra Delivered On-going Support

In-House, Partner or Zebra developed, the confidence of ongoing support

ADD-ON SERVICES
Zebra OneCare Software Application Support with
Defect Fix
Correct any application defects
Zebra OneCare Software Application Tier 2 Help
Desk Support
Ongoing support to keep users online and productive

33

Zebra Confidential: For Internal Use Only

Application Services available

SERVICE

DESCRIPTION

BENEFITS

Virtualization

Virtualized prototype of up to10 screens of a legacy WinMob

application running on a modern device.
Fully Virtualized Production application

Quick PoC of app running on the target platform

provides
Quickest time to market, lower risk, low user
adoption curve
Cross Platform

Re-Envision

While leveraging your existing code, re-envision your application with

a modern look and feel taking advantage of modern device capabilities.

Accelerated time to market

Leverage modern device platform
Introduce limited work flow enhancements.
Cross Platform

Re-Engineer

Migrate legacy applications to today's modern devices through a

rewrite using best practices for native or cross platform development.

Re-engineer your end to end business process

Optimized for target device platform.
Choose native or cross platform

3rd Party Activation

Provide sample code, best practices, troubleshooting & optimization

Interoperability, usability and functionality testing coupled with post
deployment application solution support.

Remove roadblocks and accelerate customer

/partners application migration programs.
De-risk application deployment and fill capability
gaps in post deployment support.

On-Going Support

SW support agreement provides access to Zebra OneCare support

resources and entitles customers to defect fixes for Zebra applications.
Post launch Tier 2 support of Zebra applications or 3rd party
applications that have executed the Test and Validation service.

Dedicated support by team that knows your

application
Ensure the application operates at optimal efficiency.
Minimize disruptions

34

Zebra Confidential: For Internal Use Only

Migration made easy with Full-service Process

SCOPING AND PLANNING
Assessment for Virtualization / Re-Engineering / Re-Write
Target OS and Platforms
Develop Integrated and Fulfillment Plan

01

BENEFITS
Migrate faster with less risk

DESIGN AND IMPLEMENTATION

Workflow
Requirements
Wireframes
Designs Development

TESTING AND VALIDATION

End to End Test Plan

Validate Use Cases
Validate KPIs
Acceptance Testing

PILOT, TRAINING AND SUPPORT

User Training
On-site Support for Pilot
Optimization
Roll Out Planning

02

Accelerates technology rolloutcompetitiveness

Actionable information at the
point of customer interaction
Differentiated Employee
Engagement

03

04

Focused on operational results

Combats technology
obsolescence

HOW TO ENGAGE

Process
Delivery Plan

Zebra Confidential: For Internal Use Only

How to Engage Zebra

Step 1: IDENTIFY:
Identify and qualify customer opportunity for
any of our Software Applications Services.

IDENTIFY

Step 2: SUBMIT:

Submit 2-page Software Applications

Engagement form to
accelerating.modernization@zebra.com

DEFINE

SUBMIT

Find it on The Source or LaunchPad SE Zone

Step 3: DEFINE:

Services Team will define sourcing strategy, generate

quote and author SOW.

37

Zebra Confidential: For Internal Use Only

EMEA Marketing Timeline and Tools

Application Migration Services
Timeline and Links:

General availability: Available Now

Press Release: Sept 18th. http://bit.ly/1iI9Tk0
Zebra.com: http://bit.ly/1QSEF4K
Partner Central: http://bit.ly/1NO1Rma
The Source: http://bit.ly/1iIakuD

Enablement Tools Available Now

Frequently Asked Questions

Service Marketing Bulletin 6122
Webinar recording (later this week)
Channel partner slides
Distributor Notice (DN)
Fact Sheets including translations (EN, FR, DE, IT, PO, RU, ES, TU)

Enablement Tools Coming Soon

38

Service Description Documents

Battle Card
SKU List
Customer-facing Presentations

SUMMARY

Design, Deploy and Support Your Solution with Zebra

PLAN

RUN

Benchmarking & Assessments

OS Software Updates &

Security Patches

Mobility Strategy and Visioning

Application Design and Porting
Security & WLAN Assessments

Help Desk & Technical

Support

Operational Pilot & Business Case

Application Hosting and

Management

Solution & Project Design and Planning

Security Monitoring Services

IMPLEMENTATION

Network Infrastructure
Management

Learning Assessment

Network Implementation
Device Deployment
Application Development, Testing
& Deployment
Learning Adoption & Change
Management

Optimization Services
Asset and Operational
Visibility
Support and Repair Services

THANK
YOU