View
405
Download
0
Category
Tags:
Preview:
DESCRIPTION
Signature Technology Group offers Hardware and Software support at a fraction of OEM maintenance costs.
Citation preview
IT Maintenance &
Support Services
Low Cost
High Performance
One Source
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 2
Company Overview
Company Overview Over 23 years of experience
• Maintenance and support services for information technology products
Acquired G2G in 2006• Network of over 6,000 certified engineers • Dispatched through a web-based management system• Nationwide availability covering North America
Multi-vendor support• IBM, SUN, HP, Dell, EMC, Cisco, STK, Unisys and others
50,000 square foot corporate campus in Phoenix, AZ• 12 Regional Distribution points throughout the U.S.
Over 200,000 pieces of equipment under contract
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 3
Coverage
Fast, Reliable IT Service Across the United States
Multiple levels of local and regional technical and logistical support allows STG to cover your IT needs throughout the country.
Locations: Current Customers
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 5
Coverage
Current Dispatch Locations:
Covering 100% of the US and its territories / 94% of US Zip Codes with no trip charge.
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 6
STG Signature Service Model
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 7
Support Solutions
Signature Support Solutions: On-Contract Services
• Fixed inventory and cost
• Risk totally borne by STG
• Large installations (HQ or data center)
On-Demand Services• No committed monthly cost
• Customer in control of repairs
• Satellite offices or mobile workers/equipment
The combination of these two offerings is unique. The capability of STG to service the large multi-campus environment to the remote office worker nationwide is unparalleled by an independent service organization today.
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 8
Support Solutions
On-Contract Hardware Repair/Maintenance
Provide Break/Fix on almost all computer hardware equipment Can supply a dedicated support team if needed, which may
include on-site engineers Use certified, credentialed employees Support critical IT systems Extend the use of EOL equipment Take responsibility for ALL computer equipment
• Sub-contract specialty devices to partners or OEMs
• Sub-contract any specialty needs to partners
• 24X7 on-site support is typical
• As little as 1 hour response
• Optionally provide OS support as well
We support all major brands of equipment.
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 9
Support Solutions
On-Contract Hardware Repair/Maintenance Large mainframe installations with peripherals Mid-range proprietary systems
• IBM AS400s, RS6000, SUN systems, etc.
Storage devices – SAN, NAS Tape drives/libraries Unix and Win-tel servers Desktop PCs and monitors Laptops Printers – all manufacturers
• Black and white and color
Miscellaneous equipment• Scanners
• Plotters
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 10
Support Solutions
On-Demand Support Services
Many more services than just break/fix• Includes hardware and software maintenance
• Support more than just office equipment
Nationwide team in place• Highly skilled with quality controls
Contract of choice for some customers Geared toward corporate customers Integrated solution with On-Contract approach
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 11
Support Solutions
Signature OS Software Support
System management and administration Remote system management U.S. Based service desk Migrations and upgrades Patching Patch Management OS installation management New device intervention Additional support to help tune the OS
specifically for business applications
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 12
Signature Project Management
Signature Project Services
Fixed priced approach Shifts risk to STG
Meet critical timelines and goals for:• Deployments (refreshes)
• Install, moves, adds, changes (IMACs)
• Hardware upgrades
• Hardware inventories
• Equipment removal and certified data destruction
Web-based project progress and
tracking available for larger projects
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 13
Performance Metrics
All calls must be acknowledged quickly, some in as little as 15 minutes
All repairs must be completed promptly, some in as little as 2 hours
MTTRD (Respond)
MTTRE (Repair) Total % MTTRD % MTTRE
Category A 120 109 121 99.17% 90.08%Category B 190 182 191 99.48% 95.29%Category C 7 7 7 100.00% 100.00%Category D 4 4 4 100.00% 100.00%Category E 36 35 36 100.00% 97.22%Category F 491 486 492 99.80% 98.78%Category G 12121 12095 12134 99.89% 99.68%Category H 43 41 43 100.00% 95.35%Category I 227 227 234 97.01% 97.01%Category K 388 386 388 100.00% 99.48%Category L 1295 1278 1297 99.85% 98.54%
Totals 14922 14850 14947 99.83% 99.35%
Performance Study: Sacramento County keeps “score card” reporting, based on their SLA
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 14
Our Experience
Logos below represent some of STGs customers.
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 15
Signature Support
Line Item Pricing Model Takes the complexity out of pricing Support pricing based on SLA with uplifts for
enhanced services Numerous SLAs available Flat pricing by model for many types of devices Easy to understand invoices based on price quotes Inventory changes clearly identified Fixed multi-year pricing
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 16
Signature Value
The Value of a Single Solution Provider The right contract vehicle for each customer’s environment Experienced field service technicians with National Coverage Work flow management technology with call center integration
capabilities Web-based portal for customer interactions Automated End User/Customer Service Metric Management Easy Escalation process for critical problems
• Will escalate to OEM if needed at our expense On-Site spares / Repair or replace commitment Standardized National pricing for On-demand services Flexible coverage pricing and reasonable T&M rates Lower pricing than OEMs and most competitors.
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 17
Expect More From STG
STG Brings It All Together With Our Signature Support
Reduce business exposure from technology failures Quality trusted by our clients Improved resource management Improved customer satisfaction Gain and sustain a competitive advantage Mitigate business risk Extended support and improved service level Lower operating costs Streamline and consolidate support services
2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 18
Expect More From STG
Contact Information:
Signature Technology Group, Inc.2424 West Desert Cove Avenue
Phoenix, Arizona 85029Tel. 800-229-7900
Or visit us on the web at:
www.sigtechgrp.com
Recommended