Regional Focus Groups and Committees

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Europe Focus Group
India Focus Group
Australia Focus Group
North America Focus Group
Japan Focus Group
Security Committee
Membership Committee
Technology Committee
Cloud Committee

Europe Focus Group

The objective of this group is to define common challenges for technical support organizations in Europe and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from an European perspective.  Contact Rainer Zielonka at rainer@tsanet.org if you would like to join this group.

Below are the details of the upcoming meetings.   Contact Rainer Zielonka if you would like to attend any of these sessions.

Group Members

RainerRainer Zielonka – Senior Consultant, TSANet EMEA Representative & Chairman of EMEA and India Focus Groups

Rainer is the chairman of the TSANet EMEA and INDIA focus groups, an informal network of tech support executives. He represents TSANet in Europe and India to drive TSANet’s regional business and membership growth. Rainer Zielonka, Senior Technical Consultant, has a long history as leader of technical support organizations with over 35 years of experience in the IT industry. As a former chairman he served on the TSANet Board for over ten years.

” I am thrilled to be part of the TSANet team” said Rainer. “The TSANet organization has a winning strategy, a highly talented team and a unique value proposition”

Jochen Kornalewski – Fujitsu EMEA

Jochen Kornalewski has more than 20 years expert knowledge in various technical support functions. He is located in Germany and is responsible for the Global Technical Support of Fujitsu’s Product Business portfolio ranging from personal computing devices to mission-critical data center systems and solutions. Jochen has over 15 years of leadership experience in managing own technical teams as well nearshore and partner support delivery units.

His hobbies are smart home automation, IoT and outdoor activities like biking and skiing.

Jochen lives with his family closed to Augsburg (Bavaria)

Eva Schooss – Lenovo

Eva Schooss joined Lenovo in 2015, and has since been responsible for HW and SW support delivery for Lenovo’s data center group products in EMEA. Her main focus is to create and maintain an excellent service experience for Lenovo’s DCG customers.

Throughout her career of almost 30 years in the IT industry, she held several professional and management positions in Systems Integration, HW and SW support, Technical Sales and Sales.

Eva is based in Mannheim, Germany.

Daniela Mitova – HPE

Daniela Mitova is a seasoned professional with over 15 years of experience in operations management, account management, and team leadership. Currently serving as the HPE Compute Operations Manager at Hewlett Packard Enterprise, Daniela is responsible for designing strategic initiatives and enabling high-performing teams with diverse technical expertise.

With a track record of success in improving customer satisfaction, increasing efficiency, and implementing innovative solutions, Daniela is passionate about authentic leadership and creating psychological safety within organizations. She is also a dedicated advocate for sustainability, actively promoting sustainable practices in her community.

Daniela holds an MBA degree, which further enhances her strategic acumen and leadership capabilities. Her career journey reflects her commitment to fostering a culture of inclusion, innovation, and compassionate leadership, making a positive impact both professionally and socially.

Jens Ulbricht – IBM

Jens  joined IBM in 1998 as Manufacturing Engineer for Storage Products working mainly in Germany, Hungary and USA. He held various positions in respect to IBM Storage like New Products Launch Manager, Manager of Engineering Team and Manager of Client Care across EMEA. As Program Director Technical Remote Support, he is responsible for multiple support teams across EMEA for storage products. Jens is located in Frankfurt, Germany.

“Being part of TSANET Focus Group gives me the opportunity to interact closely with experts from other IT companies and to share my expertise and network.” Jens stated.

Rob Schoon – Software AG

Rob became part of the TSANet EMEA Focus group early 2014. He is quite excited to have the opportunity to be part of that group as it helps him understand common business challenges in the IT/Support industry.  Rob has worked before with TSANet, between April 2005 and September 2007. He was Director of the Board of TSANet, representing webMethods at the time. In that role he has worked closely together with many of the people who are now still with TSANet.  At Software AG he is active as Director Global Support, responsible for the support delivery and customer satisfaction results for the webMethods, IBO and Big Data Product Suites within the time zone EMEA.  Together with a team of professional support managers he develops and leads regional teams in The Netherlands, Germany, Spain, England, Malaysia and Israel. Customer satisfaction and employee satisfaction are two of the main focus points for Rob.

Domenico (Dom) Corniola – Atlassian

Domenico (Dom) Corniola started back in the days as an IT support engineer at IBM and climbed the ladder and became Manager of End User support services for companies like Wipro and Danone. Recently Dom has accepted the new challenge of leading and growing the Premier support team for Jira at Atlassian, based in the Amsterdam office.

Jane Cao – Microsoft

Jane joined Microsoft Netherlands at 2014 as the Global Critical Situation Manager within the Microsoft Support Escalation Management team. Her role is dedicated on helping Microsoft worldwide customers to relieve from the direct pain as fast as possible at some of the most complicated and moment of truth type of incidents.

Jane has years of first hand technical support and incident management experiences, many cases studies and true stories of some of the most classic computer system incidents involves multiple system suppliers, multiple product teams, multiple customer businesses across time zones. Those are the true pleasure Jane enjoy keep working at the front line and in the war rooms, from the starting day and till this day.

Denis Canty – Dell EMC

Denis has been with Dell EMC since 2013 and is responsible for managing global partner alliances. His main responsibility is to enable seamless service operations between Dell EMC and their partners and being responsible for TSANet within Dell EMC is a part of that.

Over a twenty year career Denis has also worked directly within a number of support management roles, leading various data center operations across the EMEA region.

Denis is based in Cork, Ireland.

Robert Binkhorst – Red Hat

Robert Binkhorst is a champion for the customer experience and customer success in the EMEA region as the Director of Customer Experience and Engagement for Red Hat in Europe, Middle East and Africa. He works to ensure customers and partners see increased value to their business through their relationship with Red Hat. His team consists of Technical Support, Customer Success Managers, Technical Account Managers, and highly specialised Customer Adoption roles who are all positioned to guide customers from adoption to deployment and beyond, in order to maximise the value they get from Red Hat technologies throughout their adoption life cycle.

Tony Orr – F5 Networks

Tony Orr is the Director of Global Support Services at F5 Networks. Tony’s team consists of approximately 130 engineering professionals across five countries – UK, Poland, Israel, Singapore and North America. A veteran of the services industry, Tony started his career in 1988 as a Field Service Engineer at Case Communications and, over the last 15 years, has held senior leadership positions in both reseller/SI’s and vendor organisations where he’s been responsible for Project Management, Professional Services, Technical Support Services and Networks Operations Centres across Europe.

Tony is based near London, UK. For further details on Tony’s career history, click here.

Akos Szechy- Atlassian

Akos Szechy has over 25 years of experience in various technical support functions and organizations. He was working for Novell/SuSE in Hungary and later in The Netherlands before moving to Riverbed. Since 2014, until early 2023 he was working at Nutanix where he was heading Worldwide Support for EMEA. He was responsible for the support delivery, the support teams across EMEA and Authorized Support Partners in the region.

Most recently since February 2023, Akos is a Group Manager at Atlassian’s Cloud Growth support team. He is leading teams in Europe, India, and Australia responsible for supporting Atlassian’s products. He always wants to understand the root cause and make sure issues are fixed – keeping customer and employee satisfaction as a top priority.

Akos lives close to Rotterdam with his wife, three kids, and their blond Labrador and British Shorthair cat. He is a real planner and his motto is “Plans are nothing, planning is everything.” – Dwight D. Eisenhower”

Arnaud Errede – Amazon

Arnaud Errede has 20 years of expertise in services and customer success leadership working for companies like EMC, Atlassian and now AWS. After growing the EMEA Enterprise Support for Atlassian, introducing new support offerings such as Premier Support and Priority and leading operations, strategy and innovation across the Global Customer Support organisation.

He is now the AWS Benelux Enterprise Support Leader that help unleash the potential of the Cloud for the largest AWS customers via a Team of passionate Cloud enthusiast Technical Account Managers.

Being part of the TSANet Focus group is a unique opportunity to share and exchange best practices with industry leaders and help create a cohesive understanding of industry trends and opportunities.

India Focus Group

The objective of this group is to define common challenges for technical support organizations in India and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from an Indian perspective. Contact Rainer Zielonka at rainer@tsanet.org if you would like to join this group.

Below are the details of the upcoming meetings.   Contact Rainer Zielonka if you would like to attend any of these sessions.

Group Members

RainerRainer Zielonka – Senior Consultant, TSANet EMEA Representative & Chairman of EMEA and India Focus Groups

Rainer is the chairman of the TSANet EMEA and INDIA focus groups, an informal network of tech support executives. He represents TSANet in Europe and India to drive TSANet’s regional business and membership growth. Rainer Zielonka, Senior Technical Consultant, has a long history as leader of technical support organizations with over 35 years of experience in the IT industry. As a former chairman he served on the TSANet Board for over ten years.

” I am thrilled to be part of the TSANet team” said Rainer. “The TSANet organization has a winning strategy, a highly talented team and a unique value proposition”

Amid Ganguly – Cisco

Amit joined Cisco as a Leader, Customer Delivery in 2019 with the Data Centre team, managing the overall business operations for the Unified Computing System (UCS) team. He has over 20 years of experience in Performance Management, Operations, customer relationships and service delivery. Before joining Cisco, he worked as an Operations Manager with Convergys India Services Limited, a Global Delivery Partner for Microsoft Enterprise Platform Support, and a Service Delivery Manager with Microland Limited, an IT Infrastructure management services company. Amit began representing NetApp in the TSANet India focus group in 2019 and enjoys contributing to the progress of the group and learning from the shared challenges.

Prashant Chaudhri – Red Hat

Prashant Chaudhri has 15 years of multi-functional experience in the IT industry with core competence in Enterprise Customer Support and Services. He is currently leading the Partner Engagement Strategies as Sr. Partner Success Manager – APAC, at Red Hat. As part of his profile, he is driving the efforts to achieve the desired synergy with strategic partners. Prashant has been with Red Hat for 4 years and prior to this has worked in Enterprise Technical Support & Customer Experience. Prashant’s core competencies include delivering high levels of partner satisfaction while achieving technological excellence, and other operational commitments as well as the ability to drive cross-functional collaboration and leadership.

Prior to Red Hat, Prashant has worked in key positions in Atlas Copco, Allscrtips & Optimos Cop. He thrives in a collaborative and innovative approach, enjoys challenges. He is based in Pune – India

On the personal front, Prashant is happily married to Shikkha Chaudhri, working as a finance leader in a well-known organization. They have a girl named Samara.

Shoumik Kumar – Red Hat

Shoumik Kumar is a Senior Manager , Technical Support with Red Hat and had worked with various product and services organizations before joining Red Hat in 2016. In his current role Shoumik is leading teams of highly technical engineers, seasoned people managers and project managers contributing to various technologies and business initiatives. Shoumik is passionate about technology and his core competencies are around Platforms, Operating systems and Storage. Shoumik strongly believes and practices : “The best place to invest your time is your team.”

In addition Shoumik enjoys listening to music and is always available for a tip or two on fitness!

Antony Fernando – VMware

Antony Fernando is a Principal Escalation Manager at VMware, responsible for managing critical customer escalations at VMware. He has 18+ years of industry experience. He is the SPOC for India Big Bet accounts at VMware and is known for his proactive engagement in driving partnership within the organization (Engineering, Support and Field teams). He has been instrumental in creating awareness about TSANet for multi-vendor collaboration within the organization and being tech savvy, he clearly understands the challenges involved in addressing issues warranting multi-vendor engagement and appreciates the value TSANet brings to the table in such scenarios.

Abhinav Bhargava – Nutanix

Abhinav Bhargava is a Director at Worldwide Support, Nutanix. He has around 18 years of experience in Data Center technologies spanning various support functions and organizations. He started his technical support journey more than a decade ago with Cisco as a support engineer and grew into management. Abhinav joined Nutanix in 2015 and has helped build the team in India along with scaling out the support process and model worldwide. In his current role is responsible for support delivery and support teams in India, along with escalation management and other strategic task.

Customer and his team are his passion and always before anything else, getting to the root and resolving issues end to end are his passion.

He lives in Bangalore with his family and like spending time with his son, music, traveling and books when not solving customer issues. A quote from Einstein is what he believes in – Logic will get you from A to B, imagination will take you everywhere!!!

Venkat Raghavan – Citrix Systems

Venkat is a Senior Manager at Citrix. He leads the technical support teams overseeing business operations for EMEA region. Venkat has a team of 50 technical specialists lead by 5 managers, handling global customers for Citrix Virtualization products.

 

Pavan Kumar V Vemu – IBM

Pavan Kumar V Vemu is a Program Director for Remote Tech Support team in India, and is responsible for Support teams working from India for IBM Enterprise Systems. He has around 24 years of experience in IT Industry and is based out of Bangalore. He joined IBM India in 2005 and has since worked on and managed multiple teams like Enterprise Operating Systems Development, Support and Test in various positions. Pavan Kumar believes that being part of the TSANET would provide a good opportunity to meet experts from participating companies where we can closely collaborate sharing best practices and leveraging value

Australia Focus Group (Includes Philippines, Singapore, and Malaysia)

The objective of this group is to define common challenges for technical support organizations in Australia, Philippines, Singapore, and Malaysia and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from an Australian, Philippine, Singaporean, and Malaysian perspective. Contact Paul Esch at paul@tsanet.org if you would like to join this group.

Below are the details of the upcoming meetings.   Contact Paul Esch if you would like to attend any of these sessions.

Group Members

North America Focus Group

The objective of this group is to define common challenges for technical support organizations in North America and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from a North American perspective. Contact Paul Esch at paul@tsanet.org if you would like to join this group.

Below are the details of the upcoming meetings.   Contact Paul Esch if you would like to attend any of these sessions.

Group Members

Japan Focus Group

The objective of this group is to define common challenges for technical support organizations in Japan and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from a Japanese perspective. Contact Paul Esch at paul@tsanet.org if you would like to join this group.

Below are the details of the upcoming meetings.   Contact  Paul Esch if you would like to attend any of these sessions.

Group Members

The Security Committee guides the activities needed to maintain ISO27001 and ISO27701.   As the management group this committee reviews the risks, security objectives and metrics for IT security and Data Privacy.

More Information about the Security Committee

The Membership Committee works with TSANet staff to review opportunities related to new members and membership upgrades.   Changes to the Membership model and membership policies are also covered in this committee

The Technology Committee guides major releases for TSANet Connect.   The committee was first put in place in 2017 to define the requirements for TSANet Connect.   In 2022 the Committee was put back in place to define the requirements for the next generation TSANet Connect 2.0.

More information on TSANet Connect 2.0

In 2023 TSANet had a series of workshops to better understand the needs of hyperscalers like (AWS, Google, Microsoft, Oracle and IBM).    These workshops were used as input to the new TSANet 2026 Strategy.    In 2024 the Cloud committee will continue to work on the TSANet Technology Partner Framework that will be expanded to provide support for Strategic Partners.

Information on Hyperscaler workshops

View the new TSANet 2026 Strategy

Board of Directors

A Member Driven Organization

TSANet holds annual elections for the Board of Directors. Per our bylaws, Standard, Premium and Elite Members vote on Board members who are elected for three-year terms. Only Elite Members are eligible to run for a Board seat. The TSANet Board is responsible for running the business of TSANet. Board powers and qualifications are described in the TSANet Bylaws.

View Bylaws Contact Us

Kenny Loo – Dell EMC

TSANet Chair – Kenny Loo, Senior Director & Chief of Staff, is the global lead for Customer Advocacy Strategy and Business Transformation within Dell Technologies Services.

Customer Advocacy provides a broad portfolio of reactive and proactive services and capabilities that support a customer-first approach resulting in higher customer satisfaction. Dell Technologies provides the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset, information. His responsibilities in his current role include leading strategic initiatives that enable future growth, developing new processes and technology capabilities that improve customer time-to-value while driving business change through data science and business intelligence, & managing the organization’s P&L portfolio.

Kenny has 25 years of Account Management, Services, and Support experience in the high-tech industry. He is known for driving innovation and bringing thought leadership to maximize operational excellence and deliver business performance. Kenny has been recognized by the Services’ industry for “Innovation in Enabling Customer Success” and “Innovation in Product Supportability”.

Kenny holds a Bachelor of Science in Mechanical Engineering and a Master of Business Administration both from Northeastern University.

Scott Froehlich – Red Hat

TSANet Vice Chair – Scott is the Sr. Director of Global Support Delivery at Red Hat.  He has been in the support business for more than 20 years and worked across multiple industries and countries. Scott has a depth of experience that provides perspective across Telecommunications, IT, Data Storage and Software industries.  As a leader of a business of almost 1000 individuals, he brings that operational perspective and financial accountability to the execution of the mission at TSANet. Scott looks forward to putting his skills towards solving these multi vendor issues faster and easier as a committed Board Member.

Scott holds a Bachelor of Science in Computer Engineering from Virginia Tech. Please reference Scott’s LinkedIn profile which will provide you with more details regarding his qualifications and experience.

Tamra King – Microsoft Corporation

TSANet Secretary – Tamra King is currently a Principal Relationship Manager in the Customer Experience & Success organization at Microsoft. In her current role, Tamra handles complex Enterprise and commercial case escalations, while also leading various initiatives focusing on people development, business integration, and automation of the Customer Experience.

Prior to her current role, in her 16 years at Microsoft, Tamra led teams in Microsoft Consulting Services (MCS) and Premier Services where she could directly impact customer engagements and strategic alignments of Microsoft technologies with customer problems and strategic visions.

Outside of Microsoft, Tamra has held positions focusing on business process automation and cloud integration, including a project management position at Verizon Terremark and as a self-employed sole proprietor.

She has a Bachelor of Science in Biomedical Engineering, a Masters of Science in Counseling Psychology, and holds a Project Management Professional certification (PMI-PMP).

Outside of work, Tamra enjoys time with her daughter and family in Texas and looks forward to any time to travel and explore new people and places. She also enjoys volunteering in her local community of Grapevine.

Deepak Chawla – UiPath

TSANet Treasurer – Deepak Chawla is the SVP of Global Product Support at UiPath, the software leader in building automation platforms to have repetitive tasks performed by machines rather than humans. Deepak leads a team of close to 300 that provide Product Support to customers, work with Engineering to improve products, and enable sales to keep renewal rates very high. Global Product Support has won the CRMI award for superior customer satisfaction two years in a row with average CSAT greater than 90%.

Prior to joining UiPath, Deepak led the Worldwide Support team at Nutanix for 8 years, and built a global support organization of 700 people from scratch. The organization had an industry leading NPS for each of those 8 years and was the recipient of many awards from organizations such as TSIA, ASP Online and CRMI. Before Nutanix, Deepak held senior support management roles in both start-ups and larger corporations such as Sybase (now a division of SAP), VMware, and Cisco. Some of his specializations include building global and scalable teams, multi-vendor support, setting up communities and knowledge management systems, with a laser focus on customer satisfaction.

Deepak holds an MBA from University of Cincinnati, a Masters in Computer Science from University of South Carolina, and Bachelors in Computer Science from IIT in India.

Deepak was also a Board Member at TSANet from 2016-2021, and served as the Vice Chairman of TSANet for the last two years. He was also on the Service Cloud Customer Advisory Board at Salesforce.com for many years, and currently serves on the Customer Advisory Board of SupportLogic.

Richard Long – Actian Corporation, part of HCL Technologies

Richard is a Director of Technical Support at Actian Corporation, part of HCL Technologies. He is responsible for leading database, data integration and off-shore technical support teams.

Richard joined Actian in 2012 and has over 20+ years of technical support and support management experience.  His responsibilities include leading  several teams of support engineers and team managers on database,  cloud SaaS and on-prem software and offerings.  He is responsible for helping develop new strategic processes, procedures, metrics, Salesforce reporting and efficiencies.  He is accountable for customer and partner relationships in his area, escalation process, cross-functional coordination with sales and engineering of escalation defect resolution, voice of the customer for product improvement and customer satisfaction.

Richard’s prior experience spans several different established companies and startups.  At BigCommerse, an eCommerce SaaS shopping cart and licensed on-prem software he grew the support organization from a team of 5 to over 50 globally in less than two years which helped the company  to its first round of VC funding.  He spent 8 years with Vignette Corporation, leading Enterprise Content Management support teams, managing daily operations, escalation and ticket handling, and assisting to build out a Follow the Sun (FTS) program with support teams in Australia and the UK.  His early customer service experience started soon after college working for IBM in the AIX Support Center, providing technical support and team leadership.

Richard holds a Bachelor’s degree in Health Care Administration from Texas State University.  He enjoys golf, running, photography, travel.  He lives with his wife of 30+ years in Austin, Texas and has two sons.

Dustin Simmons – Cisco Systems

Dustin is the Senior Director of Service Delivery at Cisco Systems. He currently leads a team focused on driving the overall Strategy, Governance and Optimization of the Technical Assistance Center (TAC). Dustin primarily interlocks with Services Product Management to ensure TAC is ready to delivery on new offers. He also reviews business performance of offers including margin analysis and cost optimization.

He is a well-established manager with over 30 years’ experience in services, sales, solution delivery, and technical management of complex software and hardware programs. Dustin builds relationships with key stakeholders and leads by having an overall understanding of company needs, business strategy, organizational objectives, and technical solution based on a solid record of mentoring, focusing, and motivating teams to deliver results.

Dustin holds an MBA at Duke University Fuqua School of Business and BBA in Accounting at Texas A&M University, College Station, TX.

Manoj Palakkal – Citrix Systems

Manoj is a Managing Director of Support at Citrix and has 25 years of Industry experience in Technical/Customer Support, Customer Advocacy, Escalation Management, Enterprise Service Delivery, Professional Services, and IT Infrastructure Support.

In his current role , Manoj is responsible for the Americas tech support teams along with responsibility for the Global Premium support delivery for Citrix On-Prem and SaaS business. He has a track record of leading diverse teams in different parts of the world (Bangalore, China, US etc) and has worked in organizations such has EMC ,Adobe, Symantec etc. in various roles.

Manoj holds a Bachelors degree in Physics and PGPX from UCLA Anderson School of Business. He lives in Florida with his wife and son.

Joseph Campbell – IBM

Joseph Campbell is the Program Director of High End Storage Technical Support at IBM.

He has been with IBM since 2011 and currently manages over 120 employees worldwide covering 5 unique storage products. Joseph’s responsibilities include Segment lead for transformation of new coverage models and developing new collaboration techniques to make the teams work together seamlessly. Joseph integrated a slack Swarm room so teams could reduce Time to resolution and improve the customer experience. In addition, he has led many initiatives to have the teams develop and deliver training to the WW teams to improve skills and improve customer satisfaction.

Joseph holds a Bachelor of Science in Biology and completed additional courses in Computer Science from Boston College.

John Boggs – NetApp

John Boggs is Sr Director of the Americas Technical Support Organization at NetApp. Throughout his 8-year tenure at NetApp he has served in various leadership roles within the Customer Support Delivery organization. In his current role he leads the Technical Support and Field Support teams for NetApp’s customer base in the US, Canada, and Latin America.

With almost 20 years of experience supporting customers in the tech industry, John is passionate about enabling a culture of collaboration and promoting the impact that Support organizations can have on customer experience and brand loyalty. Starting as a front-line customer service rep, John moved his way up within the telecom and storage industries working across multiple facets of Support organizations.

John has a Bachelor of Arts degree in History from North Carolina Wesleyan College and currently lives in the Raleigh area with his wife and 4 kids. In his limited free time, John enjoys going to see live music and is always up for spending time outdoors with family and friends.

Jason Longpre – Nutanix

Jason Longpre is the Vice President of Worldwide Support at Nutanix responsible for Nutanix’s Award Winning Support Organization. Jason and his team pride themselves on delivering an exceptional customer experience with every interaction with a proven track record of an average of 90+ NPS over the last 7 years. Jason’s focus is on innovation, collaboration, continuous improvement, and team member satisfaction to deliver consistent results. Jason has also driven multiple cross-functional and organizational initiatives that support customer health, deflection, automation, and ease of use to deliver excellence at scale. Beyond product support, Jason’s responsibilities include Nutanix’s Partner, OEM, and Field Engineering teams.

Todd Roberts – VMware

Todd Roberts is a Senior Partner Manager at VMware. He is a partner obsessed manager with 26 years of IT experience, 18 years with VMware, and 12+ years of experience managing global partner programs. Currently Todd is responsible for managing the global Partner Support Relationship Business for VMware’s Support Organization. In his current role, he negotiates and defines support terms for partner agreements, maintains existing support program offerings and helps to create new partner support program offerings.