Www.compensationtechnologies.com © 2005 Compensation Technologies Six Sigma Academy: IT Support Options September 29, 2005 Presented by: Merritt E. Alberti,

www.compensationtechnologies.com© 2005 Compensation Technologies

Six Sigma Academy: IT Support Options

September 29, 2005

Presented by:Merritt E. Alberti, Vice President

Victor Gilgan, DirectorDon Thelander, Director

14635 North Kierland BoulevardSuite 200

Scottsdale, AZ 85254(800) 815-7628

2©2005 Compensation Technologies www.compensationtechnologies.com

Included in this Material

About Compensation Technologies

Understanding of your needs

Our recommendation

Why companies elect to outsource IT support

Potential roles and responsibilities

IT support roadmap

Fees

Additional information

Task checklist

Facilities and Infrastructure

Optional support/services


Compensation Technologies (Comp Tech) is dedicated to helping companies maximize the return from their IT investments

Global 2000 companies across a wide range of industries

Nationally recognized team with experience implementing compensation solutions for almost 20 years

The only company able to help with the design, selection, implementation, hosting, and ongoing support of your sales compensation solutions

MissionMission

ClientsClients

PeoplePeople

ServicesServices

About Compensation Technologies


Six Sigma Academy (SSA) seeks to:

Outsource basic server maintenance and data center support

Increase IT support flexibility

Update current HW infrastructure

Upgrade current applications and operating systems

Focus current SSA IT staff on company and application specific functionality

Leverage IT support best practices

Identify IT opportunities to improve operating efficiency

Our Understanding of Six Sigma Academy’s Needs


Our Recommendation

Implement a flexible approach to offloading repetitive, administrative, and IT processes that are not part of SSA’s core competency.

Implement the project plan in a phased approach

Increase IT support flexibility

Update current HW infrastructure

Upgrade current applications and operating systems

Focus current SSA IT staff on company and application specific functionality

Leverage IT support best practices in support of it’s consultants

Identify additional opportunity areas for process improvement


Reduced time and cost to upgrade

Reduced time to implement policy changes

Risk reduction and cost predictability

Automatic application upgrades

Guaranteed performance and support

Reallocate current IT staff to higher value-added activities

Reduced Internal IT support

Increased flexibility

Reduce the day-to-day administrative, repetitive tasks for the IT team

Why Do Companies Outsource IT Support?


Potential Roles and Responsibilities

Manages all aspects of the IT infrastructure and supporting software

Implement a scalable solution (software and hardware) Gain access to experienced IT data center resources Guaranteed 99.5% uptime Perform back ups Apply patches and perform upgrades Apply virus protection Implement new/modified IT support policies Assist in infrastructure planning

Maintain all IT support policies Provide user level support Manage user level application configuration Respond to inquires from the users Maintain and update all user level policies

Designed for companies that want to leverage IT investments with external IT infrastructure and support experience.

Designed for companies that want to leverage IT investments with external IT infrastructure and support experience.

Comp TechComp TechResponsibilitiesResponsibilities

Comp TechComp TechResponsibilitiesResponsibilities

Client Client ResponsibilitiesResponsibilities

Client Client ResponsibilitiesResponsibilities


IT Support Roadmap

Phase Month 1

Month 2

Month 3

Month 4

Month 5

Month 6

Month 7+

Plan & Prepare

Migrate & Upgrade

Stabilize

Implement Policy Changes

Implement New Applications

Although the migration and conversion process can be shortened, we recommend a phased approach that minimizes risks. If are specific time constraints (e.g. hardware lease end dates, offices move, etc) that could impact the timeline, don’t hesitate to communicate those to us.

Although the migration and conversion process can be shortened, we recommend a phased approach that minimizes risks. If are specific time constraints (e.g. hardware lease end dates, offices move, etc) that could impact the timeline, don’t hesitate to communicate those to us.


Fee Schedule - Assumptions

SSA will provide all updated software licenses

SSA will provide all user level support and respond to inquires from non-IT SSA employees

Initial contract length is three (3) years

Fees fall into two (2) categories – Upfront Fees and Ongoing Monthly Support Fees.

Upfront Fees cover:

Migration of servers and applications to the data center

Upgrade to Windows 2003

Installation of VPN connectivity

Implementation of back up strategy

Ongoing Monthly fees cover:

Server/HW Leasing

Server/HW Maintenance (i.e. patches, monitoring, back ups, etc)

Ad-hoc/Optional services as needed


Initial Set Up and Upgrade Fees

The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions.

The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions.

Service Hours Unit Price Fees

Data Center/Server Set Up and Network Configuration

32 $125/hr $ 4,000

Application Support (i.e.. BES and MS Exchange installation and upgrade, SQL Server, network printers, etc.)

120 $150/hr $18,000

Total $22,000


Initial Monthly Fee Estimate

The pricing below is based on a the assumption that SSA sought to outsource the majority of its HW support and hosting. The estimate is subject to revision based on changes to these assumptions.

The pricing below is based on a the assumption that SSA sought to outsource the majority of its HW support and hosting. The estimate is subject to revision based on changes to these assumptions.

Service Monthly Fees

SSA HW & Infrastructure Package

(2) 2x CPU, Intel Xeon 3.6 GHz, 4 GB RAM, 750 GB HD


Cisco VPN Concentrator 3005

Gigabit Switches, Redundant Cisco PIX Firewalls

Disk to disk backup solution, All other necessary infrastructure components

$ 7,500

Basic Server Support Package

(Server Maintenance, Patches, Back Ups, etc.)

$ 3,000

Basic Application Support Package

(Includes 20 hours of Network and Application Support)

$ 2,600

Total $13,100


New Information, provided week of Sept 26-30

Based on the HW inventory and the desire to lower the overall monthly fees, we are readjusting our initial assumptions and estimate.

Based on the HW inventory and the desire to lower the overall monthly fees, we are readjusting our initial assumptions and estimate.

SSA HW to support the following services will remain in service, onsite at SSA

SQL Server remains at SSA

NAS Array remains connected to NTSigma and stays at SSA

VPN Concentrator remains at SSA and is used for connectivity to File Server and Wind2

Exchange server could be re-used as a local domain controller/file storage at one of the other offices

CMS will provide and host the HW for the following applications/services in the offsite data center

Exchange Server

Web/Term/BES/OWA server

SharePoint

Domain Controller


Revised Monthly Fees

The pricing below is based on a updated, reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.

The pricing below is based on a updated, reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.

Service Monthly Fees

SSA HW & Infrastructure Package


Cisco VPN Concentrator 3005

Gigabit Switches, Redundant Cisco PIX Firewalls

Disk to disk backup solution, All other necessary infrastructure components

$4,500

Basic Server Support Package

(Server Maintenance, Patches, Back Ups, etc.)

$2,500

Total $7,000


Optional HW and SW estimates

The pricing below is based on a reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.

The pricing below is based on a reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.

Hardware Monthly Fee

One Time Set Up Fee

(Estimated does not include travel expenses.)

Domain controller/ File/ Print server (per office or location)

$500 $1,250

Spam filter solution $700 $3,600


Pricing for Additional/Optional Services

Service Level Hours RateAdditional Monthly Service Fees

Additional Hourly Rate

Basic Plus 20 130$ 2,600$ 140$ Standard 40 120$ 4,800$ 130$ Co-Managed 80 110$ 8,800$ 120$ Comprehensive 160 100$ 16,000$ 110$

The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions. Support hours above the monthly requested service level will vary.

The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions. Support hours above the monthly requested service level will vary.

Services included in the Fee Schedule

Network Support(FTP support, VPN support, networking troubleshooting with remote users, file restoration, etc.)

Application Support(MS Exchange configuration support, MS Office, SQL Server tuning, Sharepoint set up and configuration, BES support, Virus removal, Spyware removal, etc.)

Note: VoIP Support is not included in this estimate. VoIP Support would be priced separately.


Next Steps

Confirm approach

Confirm target responsibilities

Review and confirm assumptions

Review SSA HW and SW inventory to identify re-usable items or components

Finalize HW Requirements

Review and finalize task checklist

Review independent Sharepoint implementation timeline

Deliver revised proposal


Additional Information: Task ChecklistFacilities and Infrastructure Overview


Process Checklist – Determine the Right Level of Support

Which tasks do you want to keep in-house?

Maintain and Administer ServersMaintain and Administer Servers

Maintain and upgrade Operating Systems (OS)

Apply Patches Back ups HW Administration, Maintenance &

Security Monitoring Network and HW Managing storage and hard drive

(HD) space Maintain virus protection Managing user file access (SSA) Reset Windows passwords (SSA)

Maintain and Administer MS Maintain and Administer MS ExchangeExchange

Maintain and Administer Exchange monitoring Implement Exchange and email

policies Maintain and administer spam filters Add/Delete/Modify users (SSA)

Maintain and Maintain and Administer BESAdminister BES

Maintain and Maintain and Administer databasesAdminister databases

Maintain and Administer BES Perform BES Upgrades Add/Modify/Delete Users

(SSA) Reset Passwords (SSA)

DB Maintenance Back ups Monitoring Network and HW Setting security Managing storage and HD

space Performance Tuning Perform DB Upgrades

Back Ups (On site)Back Ups (On site)

Perform incremental back ups, daily (SSA)

Perform full back ups, weekly (SSA)

Provide for off site storage, bi-weekly (SSA)

Connectivity and Connectivity and SecuritySecurity

Back up policies (SSA) Email policies (retention,

disk space, etc) (SSA) Spam policies (SSA) VPN Access policies (SSA) Security and password

policies (SSA)

Plan and Policy Plan and Policy SupportSupport

Create and manage VPN Maintain spam filters Apply security patches Maintain virus protection Monitor bandwidth usage Maintain firewalls Update user account

information (SSA)

11

22

33

44

55

66

77

Back Ups (Data Center)Back Ups (Data Center)

Perform incremental back ups, daily

Perform full back ups, weekly

Provide for off site storage, bi-weekly

Archives are available via HD and DVD.

88


Hosting Facility

Level 3 Communications (www.level3.com) is utilized for data center support.

Level 3 has the world’s largest global co-location footprint of any communications provider: Internationally, 66 markets offer co-location and bandwidth services - 57 in North America and 9 in Europe.

Physical security is state-of-the-art with multi-layer security control procedures, biometric palm readers, and closed-circuit off site video monitoring.

Fire suppression and smoke detection system above and below raised floor; double-interlock, pre-action, dry-pipe fire suppression suites protect your systems.

Redundant backbone providers and power generation ensure your systems uptime.

Redundant firewalls, network components, servers, and power ensure your uptime and usage of the system.

Intrusion detection and prevention processes keep watch on the network 24/7/365.

Comp Tech monitors and tunes each server for security and optimal performance.


Hosting — Scaling

Support

Increase flexibility with your IT Support

The hosting support team has IT Support experience

Gain access to a pool of experienced data center support staff

Connectivity

With the ability to scale to virtually any bandwidth needs, we can accommodate your company’s bandwidth requirements


Operating systems (Windows 2003 Server, Redhat 9.0, and Sun Solaris 8)

Hosting infrastructure (uninterruptible AC and DC power, HVAC redundant design with under-floor air distribution for maximum temperature control). (Fire suppression: smoke detection system above and below raised floor; double-interlock, pre-action, dry-pipe fire suppression)

Supported databases (Oracle 9i and 10g, DB2, SQL Server)

Web servers and application engines (IIS, Tomcat, WebLogic, Websphere)

Network availability (99%)

Scheduled maintenance windows

Network bandwidth and connection (multiple network interfaces per server, teamed across multiple blades on switch. Internet connection is scalable to multiple OC192 )

Environment


Service and operating agreements (SLAs are customer specific)

Support channels (phone, web, pager, and onsite)

Incident, issue, and administration Management (request tracker)

Support hours:

Business hours M-F, 8am - 5pm MST – phone, web, and pager support

Non-business hours and weekends – web and pager support

24/7 for systems availability

Support


Data Center

Primary Backup: disk-to-disk with off site disk storage

Secondary Backup: Archive data can be delivered on DVD or CD

Multiple Backup Frequency Options (Nightly on-site, weekly off-site)

Backup Management Tools (Veritas Backup exec)

Retrieval of Archived Data (Off site facility allows only contact list of Comp Tech support personal to retrieve data.)

Backup and Archiving


Monitoring

Physical Access (Multi tier key card, biometrics security system, and closed circuit video)

Centralized Infrastructure (Comp Tech hosting office is located in Scottsdale, Arizona.)

Incident Management (email is sent to the requesting party for incident acknowledgement, if escalation is needed Comp Tech follows an escalation process)

System Monitoring Tools (Logs, various OS tools, Oracle Performance Manager, DellOpenManager, Nagios, Kiwisyslog)


Controls

Hardware Failure Options (redundant network, servers, and internet connection minimize any hardware failures. Spares on site for most HW and Infrastructure components.)

Hardware and Software Migration Options (All migrations of software and hardware are typically done in development, after success migration efforts are moved to a test environment, finally after complete successful testing cycle, migration is done on Production environment and tested.)

License and Data Management (We maintain current licenses within all utilized software standards.)


Performance

Network Technologies/Software/Setup (Cisco network backbone, Cisco firewalls, Cisco VPN concentrators)

Monitoring Tools (SNMP traps, MGRT, RRD)

Bandwidth (daily, weekly, and monthly logs and monitoring of the various touch points of the network are monitored for bottlenecks, throughput, or congestions)

Network upgrades/fixes are all done during planned outages. All outages are scheduled to minimize any client impact. Testing Performed (routing, switching, connection, and throughput tests are run against any network upgrades)


Additional Information: Optional Services


Optional Support/Services

Mobile exchange server support (i.e. supports for some non-Blackberry handheld devices)

Remote office network support, setup, upgrades and service (AZ, CO, and/or NYC)

Logon script support

First line back fill support (laptop support, user level interactions, etc)

Automated application installation support (e.g. MS Exchange, MS Office, License Verification, etc)

User level documentation support

Managed virus scan support

Web hosting

VoIP phone service and support

Laptop support

Employee surveys

Documents

Www.compensationtechnologies.com © 2005 Compensation Technologies Six Sigma Academy: IT Support Options September 29, 2005 Presented by: Merritt E. Alberti,