Technology Services You Can Count On 11300 Rockville Pike Suite 1215 Rockville, MD 20852 (800) 699-0925 www.SysArc.com

Committed to Customer Service Excellence – Our Promise to You SysArc will….. Improve your system uptime, performance and security Improve your response time to problem resolution and increase employee productivity Reduce your cost of purchasing, implementing, maintaining and supporting your IT systems Reduce the time spent dealing with vendors every month Become a trusted advisor and partner for all things IT

SysArc will…..

Improve your system uptime, performance and security

Improve your response time to problem resolution and increase employee productivity

Reduce your cost of purchasing, implementing, maintaining and supporting your IT systems

Reduce the time spent dealing with vendors every month

Become a trusted advisor and partner for all things IT

People – It All Starts with a Great Team We have higher standards for our people Associates must have 5+ years experience and at least one area of concentration with a certification (MCSE, CCNA, CISSP, etc.). Associates must be customer service oriented, friendly, responsive, and possess excellent verbal and written communication skills We pay them well with above industry average salary + compensation based on customer satisfaction We pay for mandatory training and certifications to stay up with the latest technology For Managed Services customers, individual Associates are assigned to your account with a designated backup for personalized and accountable relationships

We have higher standards for our people

Associates must have 5+ years experience and at least one area of concentration with a certification (MCSE, CCNA, CISSP, etc.).

Associates must be customer service oriented, friendly, responsive, and possess excellent verbal and written communication skills

We pay them well with above industry average salary + compensation based on customer satisfaction

We pay for mandatory training and certifications to stay up with the latest technology

For Managed Services customers, individual Associates are assigned to your account with a designated backup for personalized and accountable relationships

Tools – We arm our people and customers with the best tools available 24/7 Monitoring and Alerting Remote Access Helpdesk and Ticketing Mobile Devices Executive Reporting and Customer Portal access CRM System ties it all together Ongoing investment in our integrated tools makes us more efficient, resulting in improved service and lower prices for our customers

24/7 Monitoring and Alerting

Remote Access

Helpdesk and Ticketing

Mobile Devices

Executive Reporting and Customer Portal access

CRM System ties it all together

Ongoing investment in our integrated tools makes us more efficient, resulting in improved service and lower prices for our customers

Process – What good are people and tools without a game plan ? Constantly working to improve our processes every day Customer feedback mechanism is critical New Customer Scenario: Install monitoring tools and perform network assessment Network Remediation to Minimum Standards – if needed Begin proactive maintenance of network, server and desktop Roll out support plan to staff Begin taking service requests from users and the monitoring system Regular site visits by Tech Monthly Executive Report and Service Request Detail Report are sent out Quarterly review meeting with customer and SysArc team

Constantly working to improve our processes every day

Customer feedback mechanism is critical

New Customer Scenario:

Install monitoring tools and perform network assessment

Network Remediation to Minimum Standards – if needed

Begin proactive maintenance of network, server and desktop

Roll out support plan to staff

Begin taking service requests from users and the monitoring system

Regular site visits by Tech

Monthly Executive Report and Service Request Detail Report are sent out

Quarterly review meeting with customer and SysArc team

Process – How Do We Interface With Your Staff ? Receive Service Request (SR) via simple email from staff SR ticket is automatically created and user receives an email confirmation with assigned ticket number Assigned tech is notified of SR and will triage immediately, if available Dispatcher will review all SR’s and assign priority level and techs as needed to resolve issue as fast as possible Tech will work on the SR and enter time worked and resolution after completing SR. Will consult with other techs and do research as needed Once SR is completed by tech, the dispatcher will review the ticket and Close it Once the ticket is Closed an email goes to the user to verify that the SR was completed to their satisfaction. Another email is sent requesting the user to fill out a customer satisfaction survey Staff member is back in business ASAP

Receive Service Request (SR) via simple email from staff

SR ticket is automatically created and user receives an email confirmation with assigned ticket number

Assigned tech is notified of SR and will triage immediately, if available

Dispatcher will review all SR’s and assign priority level and techs as needed to resolve issue as fast as possible

Tech will work on the SR and enter time worked and resolution after completing SR. Will consult with other techs and do research as needed

Once SR is completed by tech, the dispatcher will review the ticket and Close it

Once the ticket is Closed an email goes to the user to verify that the SR was completed to their satisfaction. Another email is sent requesting the user to fill out a customer satisfaction survey

Staff member is back in business ASAP

Services Managed Services Server Monitoring Server Complete Care Network Complete Care Desktop Maintenance Desktop Complete Care Online Backup & Disaster Recovery Email Filtering with Postini Managed Co-location Technical Services Break /Fix Support Block Time Support Professional Services Design & Installation Consulting Project Management Strategic Planning/Virtual CIO

Managed Services

Server Monitoring

Server Complete Care

Network Complete Care

Desktop Maintenance

Desktop Complete Care

Online Backup & Disaster Recovery

Email Filtering with Postini

Managed Co-location

Technical Services

Break /Fix Support

Block Time Support

Professional Services

Design & Installation Consulting

Project Management

Strategic Planning/Virtual CIO

Summary Customer Service Excellence provides the peace of mind that IT is properly taken care of Great People provide the best overall experience for you and your staff Industry leading Tools help provide improved service and lower prices Constantly improving Processes provide consistency in service delivery All the IT Services you need from one trusted advisor makes running your business easier

Customer Service Excellence provides the peace of mind that IT is properly taken care of

Great People provide the best overall experience for you and your staff

Industry leading Tools help provide improved service and lower prices

Constantly improving Processes provide consistency in service delivery

All the IT Services you need from one trusted advisor makes running your business easier

Next Steps Action Item Due Date Requirements Gathering Proposal Delivery Meet with Assigned Technician Review Contract/Agreement Kick-off Meeting

Action Item Due Date

Requirements Gathering

Proposal Delivery

Meet with Assigned Technician

Review Contract/Agreement

Kick-off Meeting