Comms Care Overview

An introduction to Comms-care

Presented to Everyoneby Peter Murphy2011

Contents» Company overview» Infrastructure» Support services» Method of delivery » Channel partners» Why partner with Comms-care?

Company overview

» What we do» The company» Comms-care channel model» Regional offices» Benefits you can expect from Comms-care

What we do» Comms-care is a leading channel services organisation specialising in the provision of IT network and server support services to channel partners across the UK and Ireland.

The company» Leading channel based IT support services organisation» Founded in 2002» Privately owned» Channel-only» Highly experienced engineers» Geographic coverage across UK and Ireland» 6 regional offices and over 48 spares locations» Dedicated Networks Operations Centre (NOC)» Flexible and dynamic approach to each contract

Comms-care channel model

Regional offices

» Four offices located across the UK and Ireland.

Benefits you can expect from Comms-care

UK and Ireland coverage

Channel-only, white labelled

services

24/7 Service Desk& Guaranteed fix

SLAs

Attractive margin opportunities on all

services

Cisco Gold & Microsoft Gold PartnerISO 27001, ISO 20000ISO 14001, ISO 9001

certified

Infrastructure» Service Desk» Logistics» Supported vendors» Engineer levels» Accreditations

Infrastructure» Comms-care are committed to delivering the highest standards to our customers by providing unrivalled levels of service and support in order to minimise unavailability of networks and increase both user productivity and overall operational efficiency.

Service Desk» Our Service Desk is located within the Comms-care Network Operation Centre, at our UK headquarters

» Servicing over 7000 end users, Comms-care handle thousands of requests each year

» Incidents are automatically routed to technical teams or individuals based on client and type

» Engineers are able to remotely update calls and resolve them from our secure portal

» Your customers’ networks are monitored day and night, keeping downtime to a minimum

» Real-time tracking facilities to locate the nearest engineer» Dynamic Service Level Agreement (SLA) management

capabilities

Logistics» With over 48 spares locations Comms-care are able to assist your customers’ across the UK and Ireland within the required deadline.

Supported vendors» Comms» Cisco, Check Point, Extreme, Juniper HP, IBM, 3Com, VMware Watchguard

» Servers» Compaq, Dell, Fujitsu, HP, IBM, Gateway, Sun

» Desktops and Laptops» Acer, HP, Compaq, Dell, Fujitsu, Gateway,

IBM, Toshiba, Samsung, Sony

» Printers» Brother, Canon, Epson, Fujitsu, Genicom, HP,

IBM, Kyocera, Lexmark, Newbury Data, OKI, Panasonic

Engineer levels» Level 6

» CCIE qualified for IP telephony, Unified Communications, Wireless, Security. » Level 5

» CCIE/MCSE+MCT Consultant level with 6+ years field experience.HP Blade Centre ASE. VMware VCP.

» Level 4» Minimum CCNP/MCSE level with over 4 years field experience, project management,

complex fault finding, broad skill set, leadership skills. IBM System X Certified.» Level 3

» CCNP/MCSE level with at least 3-4 years field experience, complex fault finding, basic system design. Dell DSP.

» Level 2» CCNA/MCSA level with 2-3 years field experience. Fault finding on a wide range of

equipment, installation and configuration of OS. Dell DSP» Level 1

» Entry level grade for junior engineer. Working to CCNA/MCDST/A+ with field experience. Basic fault finding hardware/software.

Server accreditations» Comms-care are committed to investing in the continuous training and development of their server engineers with accreditations already held across the following platforms:-

» HP APS» MCP» MCSA» MCSE» HP Blade Centre ASE» VMware» IBM System X Certified» Dell DSP

Security accreditations» Checkpoint Certified Security Analyst» Checkpoint Certified Security Expert» Nokia Certified Security Associate» Watchguard Certified System Professional» Cisco Firewall Specialist» Cisco IOS Security Specialist» Cisco IPS Specialist» Cisco Information Security Specialist» Cisco Security Sales Specialist» Cisco Security Solutions and Design Specialist» Cisco VPN Specialist» Cisco Certified Security Professional» Cisco Certified Internetwork Expert: Security

Voice accreditations» CCIE Voice» CCVP/CCNP» Cisco IP Contract Centre Express Specialist» Cisco IP Communications Express Specialist» Cisco IP Communications Support Specialist» Cisco IP Communications Operations Specialist» CCNA with CVOICE

Cisco accreditations and specializations

» Comms-care are a certified Cisco Gold Partner.

» Comms-care also retain Collaborative Services Partner.

» Other Cisco accreditations include:

» Data Center Networking Infrastructure

» Data Center Storage Networking» Advanced Wireless LAN

Specialization» Advanced Unified

Communications Specialisation» Advanced Routing & Switching

Specialisation» Advanced Security

Specialization» Express Foundation

Industry accreditations

> VMware Professional Partner

> Juniper Jpartner

> Arc Premier Partner

> Microsoft Gold Partner

> Microsoft Gold Server Platform

Awards

> 2010 - CNA Awards winner ‘Installation/Maintenance provider of the year’

> 2009 - CRN Awards winner ‘Service Provider of the Year’

IT Support services» Comms-care support services» Maintenance and Installation services» Supported platforms and technologies» Advanced Technology Services» Managed Services» Marketing and Pre-Sales support

Comms-care support services

Maintenance and Installation services» A wide network of highly trained engineers » Extensive spares infrastructure» 24/7 Service Desk» Remote and onsite trouble shooting» Service & network health checks» Service Delivery Management» A single point of contact for all related incidents» UK, Ireland and mainland Europe coverage

Supported platforms and technologies

» Comms-care excel in the maintenance and support of legacy, current and emerging technologies in the following areas:

» All manufactured mainstream desktop’s and monitors

» All manufactured mainstream laptops » All manufactured mainstream Wintel

servers» All manufactured mainstream Unix servers» All manufactured mainstream Networking

devices and components» Out of warranty support of StorageTek and

other mainstream storage devices

Professional services

» Dedicated technical team of highly qualified engineers

» Full network design & installation service» Competency in addressing and diagnosing

hardware and software issues» Technology take on – emerging technologies» Proactive services, monitoring, pre-release

qualification» Partner Relationship Governance» Design authority» Disaster contingency planning

Managed Services» Monitoring the performance of the network infrastructure» Fault identification, diagnosis and escalation» Network configuration monitoring» Technical and management reporting» Portal access» 24/7 monitoring of your customers’ networks» Periodic review meetings» Managed security services » Alert summaries generated every 24 hours

Marketing and Pre-Sales support

» Pre-sales support» Bid assistance» Technical advice» Marketing literature» Direct email campaigns» Case studies» Telemarketing» Access to the Comms-care Partner Resource Centre

Advanced Technology Services» Professional Services» Voice and Unified Communications» Security» Wireless» Enterprise Server» Server & Desktop» Routing and Switching

Advanced Technology Services

Voice & Unified Communications

Security Wireless

Enterprise Server

Routing & Switching

ProfessionalServices

Server & Desktop

Professional Services

> Many IT projects can be difficult to design, implement and manage due to their complex configuration. All our project manager’s are trained across a wide range of technologies and offer the following benefits:

> Skilled project Managers trained across a wide range of vendor products and technologies

> ITIL® V2 and V3 service delivery and service support Security device review

> Continual investment in latest technologies and training> Experience across all vertical markets

Voice and Unified Communications

> Investing in new technologies can often mean increased costs, especially in the short term. The mid to long term benefits of a unified network are very appealing:

> Reduced administration costs> Scalable> Multi-vendor solutions> Real time monitoring> Single IP based network

Security

> Security plays a large part in keeping the workplace mobile and free from external threats. Comms-care has a team of security specialists all trained to deal with the most complex network scenarios.

> Security services> Network security audit> Security design audit> Security device review> Security testing services> Management & monitoring> Security training

Wireless

> A Wireless connection is a necessity rather than a luxury in today’s business environment. Comms-care offer your customers a wide range of benefits to ensure 24/7 wireless access.

> Wireless LAN health checks> Wireless LAN site survey> Wireless LAN security testing> Wireless LAN installation and commissioning

Enterprise Server Support

> Comms-care is regarded as one of the leading server support organisations throughout the UK and Ireland. Our infrastructure and expertise across this technology area ensures our partners are supported quickly and efficiently.

> Cost effective, alternative solution to the leading vendors support offering> Supporting servers across a wide range of vendors including HP, Sun,

IBM, Dell and Fujitsu Siemens> On-site Fix, Response and Advanced Replacement cover options> Multi-vendor, around the clock technical expertise

Server & Desktop

> Comms-care have customised a dedicated range of installation, maintenance, solution design and consultancy services across a wide range of leading server and desktop devices:

> Server> Wintel through to Enterprise such as low end Prolients> High end Sun and storage equipment

> Desktop> Full incident lifecycle around hardware break/fix and installs

Routing & Switching Services

> Comms-care ensures that your customers routing and switching networks remain optimised to support their business objectives.

> Evaluation of your clients’ network capabilities> Assess availability issues such as infrastructure design> Tailored design that your customer can use to implement their

network> Routing & Switching Implementation> Regular routing & switching health checks

Method of delivery

» Service Management» Service Support» Service Delivery

Service Management» Successful implementation of management processes for the support and delivery of services.» ITIL» PRINCE 2 PRACTITIONER

» Supported by a best practice framework across 3 defined and integrated areas:» Service Support» Service Delivery» Professional Services

» Central components» Service Catalogue» Service Level Management» Underpinning Contracts (OLA’s)» CSIP» AIS

Service Support» Supporting tool ICCM e-Service Desk» Implemented and relational processes

» Incident Management» Problem Management» Configuration Management» Change Management » Release Management

» Surveys» Skills matrix ownership & development scheduling

Service Delivery» Implemented and relational processes

» Service Level Management» Capacity Management» Availability Management » Continuity Management

» Transition and Transformation» Quality assurance» Reviews, reporting, CSIP & account development» Pre-sales support» Resource Management» Partner & 3rd party management» Strategy and focus group

Quality Standards

> ISO 27001> Comms-care have successfully completed ISO/IEC 27001:2005> ISO/IEC 27001:2005 provides best practice recommendations on

information security management, risks and controls> The Company successfully secured ISO 27001 certification by

adhering to all the controls within this particular ISO standard and ensuring these controls are:> implemented and managed across their entire business> lifecycle of services and where required into their customer

environments.

Quality standards

> ISO 20000> ISO/IEC 20000 is the first worldwide standard specifically aimed

at IT service management.> Comms-care has entered an elite list of IT support companies in

gaining BS ISO/IEC 20000-1:2005 certification.> It describes an integrated set of management processes for the

effective delivery of services across the business and our channel partners.

> ISO 20000 is a natural progression from ISO 9001 which focuses on IT Quality Management

Quality standards

> ISO 14001> Comms-care have been certified with ISO 14001 status, the

latest addition to their ISO portfolio.> ISO 14001 is used as a framework to assist organisations in

developing their own environmental management system.> Comms-care intend to continue to improve their environmental

management system across the company.

Quality standards

> ISO 9001> Comms-care successfully completed their ISO audit making the

company officially ISO 9001 certified.> ISO 9001 is underpinned by ITIL and associated processes> This standard ensures the smooth transition and ongoing service

provision of new and existing business and services enabling our partners to engage with us on an equal level of understanding.

Channel partners» Independent customer survey» Channel partners that have chosen Comms-care» Vertical markets supported» Channel partner endorsements» Why partner with Comms-care?

An independent customer survey

Channel partners that have chosen Comms-care

Organisations supported by Comms-care on behalf of their channel partners

Construction & distribution

Retail Financial Manufacturing Public Sector

Channel partner endorsements

» “We have had few occasions to call on Comms-care services under contract as yet, but the over-riding impression is that the organisation is easy to deal with, responsive and professional”.

David Soloman, Contract Manager, SunGard

> “Throughout the partnership Comms-care has continued to demonstrate service excellence whilst under increasing pressure from our customers’ to achieve tight deadlines.”

Bruce Mcleod, Third Party Operations Manager, Reliance

» “Very high levels of service from a very professional organisation. Comms-care provide TGC Computers with a ‘can do’ approach supported by a willingness to please”.

Tim Evans, TGC Computers

Channel partner endorsements

> “ADA has used Comms-care’s maintenance and installation services since 2005 and I can safely say that they have continually exceeded expectations. Delivering a quality service to our customers is critical in a highly competitive industry and by partnering with Comms-care I am confident that our reputation is in safe hands”.

Peter Keast, Operations Manager, ADA

> “We chose Comms-care many years ago and to this day we continue to trust, depend and be proud to work alongside them and recommend their services which are professional, trustworthy, reliable and deliver cost effective FSE services for Apex and most importantly our clients”.

Tony Over, ApexManage

» “Partnering with a ‘channel-only’ Cisco support specialist such as Comms-care has allowed us to add value to the Cisco WAAS solution and deepen our relationship with the customer whilst increasing our own revenue and profitability”.

John Marriot, MCI Diventi

Channel partner endorsements

Why partner with Comms-care?» 10 good reasons why you should choose Comms-care to be your support partner;

» ‘Channel-only’ indirect support model» Multi-vendor, Multi-technology» Cisco Gold & Microsoft Gold Partner» ISO 27001, 20000, 14001 & 9001

certified» Guaranteed fix SLAs» UK, Ireland & mainland Europe coverage» 24/7 Service Desk» Attractive margin opportunities on all

services» 'White labeled' services» Marketing support