Developer Support Models: Calibrating Service Level to Commitment
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This document discusses different developer support models for public safety technology platforms. It presents a cost vs commitment matrix that outlines the types of support and enablement provided at each level from self-service to premium support. The matrix shows that higher touch premium support costs more but provides more resources like direct access to engineers. The document also notes how the chosen support model can impact a program's strategy by exploring tradeoffs between broad ecosystem support vs more limited sophisticated partnerships. It provides best practices examples from IBM and Cisco developer programs.
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Developer Support Models: Calibrating Service Level to Commitment
- 1. DEVELOPER SUPPORT MODELS CALIBRATING SERVICE LEVEL TO COMMITMENT LAURA FLAMM CONSULTANT, PARTNER SUPPORT May 15, 2019
- 2. COMMANDCENTRAL SAVE CLICKS. SAVE SECONDS. SAVES LIVES. PUBLIC SAFETY BIG DATA PLATFORM FIRST RESPONDER COMMAND & CONTROL EMERGENCY CALL HANDLING RECORDS & EVIDENCE RECORDS SPECIALIST CALL ROUTINGCITIZEN LTE INTEL ANALYST CALL TAKER CRIME ANALYST CORRECTIONS OFFICER DISPATCHER LMR Citizen Tips | Calls For Service | IoT Alerts | Video | Reports | Audio Logs | Statements DETECTIVE
- 3. COMMANDCENTRAL SAVE CLICKS. SAVE SECONDS. SAVES LIVES. PUBLIC SAFETY BIG DATA PLATFORM FIRST RESPONDER COMMAND & CONTROL EMERGENCY CALL HANDLING RECORDS & EVIDENCE RECORDS SPECIALIST CALL ROUTINGCITIZEN LTE INTEL ANALYST CALL TAKER CRIME ANALYST CORRECTIONS OFFICER DISPATCHER LMR Citizen Tips | Calls For Service | IoT Alerts | Video | Reports | Audio Logs | Statements DETECTIVE APIs: 911 TEXT MESSAGE EVENTS 911 CALL DETAIL RECORDS APIs: DISPATCH DATA MOBILE UNIT DATA SITUATIONAL AWARENESS APIs: COMMAND CENTER RECORDS DATA JAIL DATA DIGITAL EVIDENCE MANAGEMENT APIs: LAND MOBILE RADIO INTELLIGENT MIDDLEWARE BROADBAND PUSH-TO-TALK APIs: ANONYMIZED CRIME DATA
- 4. 3 4 5 6 1 2 COST VS. COMMITMENT MATRIX DEVELOPER SUPPORT MODELS HIGH TOUCH LOW LOW TOUCH HIGH Cost / Commitment Support & Enablement COMMUNITY- BASED SUPPORT ONLINE TICKET-BASED SUPPORT ONE-ON-ONE E-MAIL SUPPORT ACCESS TO INTERNAL ENG. / PRODUCT TEAMS ONE-ON-ONE PHONE SUPPORT ONLINE TRAINING SANDBOX / TEST ENVIRONMENT ADDITIONAL TOOLS OFFERED (I.E. DEV PLATFORMS, CODE CHECKER) ACCESS TO TEST EQUIPMENT / LABS PROGRAM FEES SUPPORT FEES ANCILLARY SERVICE FEES STATUS REQUIREMENTS
- 5. 3 4 5 6 1 2 COST VS. COMMITMENT MATRIX DEVELOPER SUPPORT MODELS SELF SERVICE PREMIUM VALUE QUALITY HIGH TOUCH LOW LOW TOUCH HIGH Cost / Commitment Support & Enablement HARDWARE ELEMENTS ON-PREM TELECOM SAAS BIG DATA CLOUD CREATIVE NETWORKING TECHNOLOGIES CONVERGED INFRASTRUCTURE WIDER ECOSYSTEM MORE MATURE HIGHER REVENUE Source: Motorola Solutions Inc. research
- 6. 3 4 5 6 1 2 COST VS. COMMITMENT MATRIX DEVELOPER SUPPORT MODELS PREMIUM VALUE QUALITY HIGH TOUCH LOW LOW TOUCH HIGH Cost / Commitment Support & Enablement • Higher Program Fees • Generous support • Access to support resources limited to higher level partners • Higher touch elements such as direct access to engineers • Higher Program Fees • Limited/fee-based support • Fee-based training • Access to support resources limited to higher level partners • Low/No Program Fees • Focus on community-based support • Self-serve access model • Low/No Program Fees • Personalized support (ie account managers) available • Multiple routes to getting support • Training and testing access SELF SERVICE
- 7. 3 4 5 6 1 2 PROGRAM STRATEGY IMPLICATIONS DEVELOPER SUPPORT MODELS How can the choice of support model impact overall program strategy? STREAMLINE CUSTOMER PROCESSES EXTEND CHANNELS CREATE INNOVATIVE NEW VALUE DEVELOPER PROGRAM OBJECTIVES Source: Forrester Research Inc. report “APIs Foster Innovation At The Largest Global Firms”, January 2017
- 8. 3 4 5 6 1 2 PROGRAM STRATEGY IMPLICATIONS DEVELOPER SUPPORT MODELS How can the choice of support model impact overall program strategy? DEVELOPER PROGRAM OBJECTIVES Source: Forrester Research Inc. report “APIs Foster Innovation At The Largest Global Firms”, January 2017 SELF SERVICE & VALUE • Broad ecosystem/high volume • Spread out support costs • Bet on revenue generation potential • Create stickiness STREAMLINE CUSTOMER PROCESSES EXTEND CHANNELS CREATE INNOVATIVE NEW VALUE
- 9. 3 4 5 6 1 2 PROGRAM STRATEGY IMPLICATIONS DEVELOPER SUPPORT MODELS How can the choice of support model impact overall program strategy? DEVELOPER PROGRAM OBJECTIVES Source: Forrester Research Inc. report “APIs Foster Innovation At The Largest Global Firms”, January 2017 PREMIUM & QUALITY • Limited ecosystem/lower volume • Filling product gaps = need for accuracy • More sophisticated technologies = less existing knowledge • Direct tie to revenue STREAMLINE CUSTOMER PROCESSES EXTEND CHANNELS CREATE INNOVATIVE NEW VALUE
- 10. 3 4 5 6 1 2 SUPPORT MODEL BEST PRACTICES DEVELOPER SUPPORT MODELS Extensive online training covers both app building and product Monthly ‘office hours’: structured, targeted access to program staff Tiered support options with response time based on priority level Extensive online training 'PartnerWorld University' and 'developerworks' Access to IBM's Innovation Centers PartnerWorld Contact Services, including phone, chat and e-mail support Program Concierge support for Gold (and higher) partners and IBM technical expert consultations for Platinum partners Extensive online training offering through 'Cisco DevNet' developer community Support ticket system within Solutions Partner portal for submitting questions ‘Support cases‘ limited according to partner tier; basic level purchases tickets Free community-based support also available on DevNet and free sandbox access
- 11. Q & A
- 12. THANK YOU MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2018 Motorola Solutions, Inc. All rights reserved.