BOTICS COMPUTER CONSULTING SERVICES, INC.
Manage your risks ‐ keep your customers: We Support Your Network
Botics Customized Maintenance Services Benefits of Botics ........................ 2
Superior customer service and effective communication are the standards by
Pre Sales Planning ....................... 3
which a business succeeds in today’s competitive marketplace. Downtime from
How We Support You ................. 4
network failure results in lost sales and lost customers. Both are losses no
The Support You Need ................ 5
company can afford. The Harvard Business Review reports that the cost of
acquiring new customers is five times greater than that of retaining current Live Personal Service .................. 6
customers. They also reported that nearly 70% of all customer defections were a Network Support Features .......... 7
direct result of unsatisfactory service. With statistics like that, the economic Post Sales Support Summary ..... 8
impact of customer satisfaction becomes paramount in business decisions. A Your Support Requests .............. 9
Botics Network Maintenance Service Agreement will be virtually all the support My Commitment To You ............. 10
you need to guarantee maximum uptime and reliability of your network. We’ll
keep you running so you can do what you do best– serve your customers.
What we do best
“USING WHAT WE KNOW TO HELP YOU GROW”™ • On call and ready to serve your
networking needs.– 24/7/365
• Rapid response time to every
issue you may face.
Complete Networking Support
The BOTICS Network Operations Cen‐ nology assistance.
ter is located (along with our main
The strength in our vendor relation‐
office) in the Village of Pinecrest, Flor‐
ships across the technology areas we
ida; which is one of many municipali‐
work within derives additional bene‐
ties in Miami‐Dade County.
fits for our customers as we are able
Manned by a comprehensive team of to work closely with our vendor part‐
fully qualified engineers our Network ners where necessary to provide quick
Operations Center plays a pivotal role and effective resolutions to customer
in the superior services we are able to queries.
provide to our customers. From the
You can call our office, our cell
most basic installation or telephone
phones, or even call us at home– we
support services to full 24/7/365 man‐
are here to support your technology
aged services and on‐site mainte‐
nance – we offer a full array of tech‐
“BOTICS offers Network Service Maintenance Agreements that suit your needs”
Benefits of Botics
Get More, Pay Less It is true to say that corporate networks are complicated and costly. But is it
true that the only way they can handle today's sophisticated business demands
To Botics Computer Con‐ is through constant upgrading and ever increasing bandwidth? Can those net‐
works stay operational in the face of escalating user numbers through massive
sulting Services, Inc.
injections of money?
“customized” means just
that. Our communications We believe that more isn't necessarily better ‐ or faster. We know that good net‐
work management is the answer. By improving the performance and availability
specialists will consult of your network through network management you can deliver competitive ad‐
with you to create a net‐ vantages and increased productivity.
work services mainte‐ Network management tools provide the following benefits;
nance agreement that • Enable huge reductions in expensive and damaging downtime through pro‐
suits your company’s active network management and faster fault finding.
needs and complements • Save money on expensive bandwidth increases due to more efficient and
productive use of existing network.
your unique communica‐
• Maximize staff productivity by enabling them to be in two places at once.
• Achieve more efficient cost control through better control and verification of
With a plan tailored to network components.
your specific needs, you • Eliminate the high cost of wastage or duplications through ultimate control of
pay only for what is nec‐ ALL network assets.
essary. • Increase your network user productivity due to better control and monitoring
of network abuse.
• Reduces costs on external consultants in your business sector.
Pre‐Sales Coordination & Planning
Understanding our customers' require‐ Of particular benefit to our customers is
ments is one of the most important as‐ our pre‐sales' teams ability to draw on System Audit & Planning
pects of our pre‐sales activity. Working their colleagues expertise within other
Network audits provide an
with customers to establish the require‐ technology areas whether they be voice,
invaluable opportunity to
ments they have from the existing technol‐ data, or security to ensure solutions across
thoroughly review existing
ogy they have implemented, the day to day a range of technology areas can be recom‐
infrastructure, the network
user needs and the future development of mended as a holistic solution rather than
capabilities and the deliver‐
their business is the first essential step in considering them disparate and not taking
ables available to the cus‐
delivering the highest quality pre‐sales into account compatibility issues or cross
tomer from that infrastruc‐
service. This thorough understanding of over of functionality.
ture. As a result of our net‐
our customers objectives both today and in
The pre‐sales team within BOTICS is con‐ work audit, recommendations
the future enable us to make a true corre‐
tinually getting their hands dirty, testing will be made to ensure the
lation between the technology and the
new technologies, new products and new future proofing of the net‐
various business objectives our customer
software features, making sure that we are work, evaluating scalability
consistently educated on cutting edge requirements and suggesting
Once we are sure we have a full under‐ technologies that will deliver our custom‐ alternative mechanisms of
standing of the customer's requirements ers' changing and evermore demanding delivering new functionalities
and the customer has confirmed our find‐ requirements of the network and commu‐ with new software releases or
ings of their requirements to be correct the nications infrastructure. new technologies to compli‐
pre sales team recommend the solution ment the existing products.
Our ability to identify and skill up on lead‐
that will address their needs. The appropri‐ Network audits also enable us
ing edge technologies provides our cus‐
ate hardware / software or new technol‐ to identify and recommend
tomers with the peace of mind that the
ogy recommendations are made as appro‐ changes in the use of existing
solutions we recommend are the best
priate. Customers can rest assured that infrastructure to utilize further
available on the market to deliver their
these recommendations are provided by a functionality.
team of pre‐sales engineers who have
Solutions planning, design and
expertise in a range of vendors products /
recommendations ‐ Our exper‐
tise enables us to design and
plan solutions for customers
based on their requirements
Customer Solutions With Great Results whether they wish to do so
starting from scratch or incor‐
porating and optimizing the
“I felt the need to drop you a note to let you know how happy I was with
use of their existing infrastruc‐
my first service call from Botics. Our service technician arrived promptly, ture. We identify require‐
was very friendly, courteous, and business oriented. I have to say he was ments to establish what the
one of the most knowledgeable technicians that I have met, answering users requirements are, what
all of my questions and assuring me that Botics Computer Consulting the demands are and will be
on the infrastructure and what
Services, Inc. will be taking good care of us.
possible future technologies
may be adopted. This under‐
He performed his work in a very neat, orderly, and professional manor, standing enables us to provide
all very important traits to me, giving me confidence that we had made a full future proof recommen‐
the right choice in changing maintenance providers.” dation plan/design for today
with additional planning infor‐
mation for future optional
Scott Peterson technologies.
H. A. Peterson and Son, Inc.
How We Support You And Your Business
Remote Access We support our customers' chosen business technology
Providing secure remote thereby enabling their businesses to excel within their
access to corporate re‐ own market; is fundamental to our objectives.
sources has grown to be‐
come a critical requirement
for many organizations, By providing peace of mind with a support service that
both large and small. is customized to our customers' business requirements
our maintenance contracts will ensure that support is
Whether the remote user is
working in a remote office only a phone call away. We work with our customers to
or a hotel room, these peo‐ identify the level of support required for their particular
ple need access to corpo‐
rate resources to accom‐ business. Whether it be 24/7/365 remote management
plish their jobs and to main‐ or a simple hardware replacement requirement we are
tain productivity. Increas‐
aware that one size does not fit all, and today's
ingly corporate business
partners and customers business requirements change all the time, so flexibility
also need real‐time access is vital.
to your corporate resources
and applications; in order to
transact business with your Our strong vendor relationships allow us to work closely
with our vendor partners, where necessary, to provide
The growth in the Internet quick and effective resolutions to customer queries.
in the mid 1990’s spawned Our clear escalation procedures provide an effective
the concept of the Virtual
Private Network (VPN).
VPNs effectively addressed
the requirements for fixed “Botics can help you find the right solution for your business”
site‐to‐site network connec‐
tivity; however, for mobile
workers, VPNs remained Your First Line of Support ‐ Remote Monitoring
clumsy, and costly, whilst
for business partners and
customers, VPNs were im‐
possible to deploy.
It is in these environments
that SSL VPNs were intro‐
duced, providing: mobile
users, business partners
and customers with easy
and secure access to the
BOTICS believes in being proactive with your business. With
corporate resources that
they need. IPSec and SSL remote diagnostics and remote programming technologies,
VPNs enable organizations we will monitor your system for problems and we will repair
to secure and reliably ac‐
cess to any corporate IT malfunctions before they affect your business. Connecting
resource or application. remotely for a solution means you will no longer lose valu‐
able time waiting for a technician to arrive.
The Support You Need
Natural Disasters: Immediate Support
From Dispatch to Resolution: On‐Site Support
In the event of a hurricane, flood, fire, employee theft,
There will be occasions when remote‐support is not enough.
corrupt hard drive, lightning strike, or other unforesee‐
In that event, a certified technician will be dispatched to
able disaster, BOTICS will render servicing your network
your site at no additional cost to you. Botics engineers will
system a priority. Our service center will ensure that
arrive within a reasonable amount of time during or after
your network system is operating in as little as four to
business‐hours. We promise that our technician will report
eight hours. Because our component availability is so
to your site prepared to resolve the problem in an expedient
rapid; we can have parts available to you within 24
and professional manner.
hours. With Botics Computer Consulting Services, Inc.
Botics Computer Consulting Services, Inc. offers you a even a natural disaster won’t create a business disas‐
choice between a basic or comprehensive maintenance ter.
package, depending upon the communication needs of
your company. Our basic package provides coverage Mon‐
day through Friday, 8:30 AM to 5:00 PM.
Our comprehensive package provides coverage 24 hours a
day, seven days a week, 365 day a year. Maintenance calls
are prioritized so that server failures take priority over all
other maintenance calls.
Our Commitment to You: Highly Skilled Technicians
Beyond the Manufacturer’s Warranty
Your computer network is fundamental in satisfying your
clients. Our certified technicians are critical in our commit‐ As your equipment ages, the chance of problems and
ment to provide you with the best possible network. related failures increases. Statistics indicate that one
service call may easily exceed the cost of a Botics Com‐
puter Consulting Services, Inc. Maintenance Agree‐
Each of our highly skilled engineers has ongoing classroom
training and extensive field experience with network ad‐ ment. Botics can warranty your existing network, even
ministration issues. if it is no longer under the manufacturer’s warranty.
This insures that your sys‐
Available Whenever You Need Us:
tem is serviced and
maintained by superior After‐Hours Support
specifications the first time With Botics Computer Consulting Services, Inc. you
so you can expect optimal eliminate one risk in business. That’s because Botics
performance all the time. Computer Consulting Services, Inc. is available for sup‐
port 24 hours a day, seven days a week.
BOTICS… The Support You Need With More Options.
Live Personal Service
Our round the clock call center is designed to deal with
customers’ needs during and after normal business hours. Effective communication is vital to your success. Main‐
Even if you have problems with your system beyond your taining your network for maximum efficiency provides
enormous benefits to your business. Here are just a few
coverage times; our expertise and our technicians are still
of those advantages:
available to assist you. Depending on the severity of the
issue, our response time is generally within the hour. Cli‐
ents that do not have a network maintenance service • Reliability strengthens your image and builds
agreement are billed at the hourly standard rate. customer loyalty.
Help Is A Phone Call Away • Customer satisfaction yields increased profits.
Your network system is an integral piece of your com‐ • Employee satisfaction and loyalty enhances cus‐
pany’s success. Know that system just a bit better and you tomer support (service).
will improve productivity. That’s why we’ve created a toll‐
• Reduced risk and reduced operational failures
free line that will connect you directly to our trained tech‐
decreases your costs.
nicians. Assistance in resolving routine programming is‐
sues and basic system support is simply a phone call away. • Optimal network performance translates to opti‐
For those issues that cannot be resolved through the help mal communications.
desk, discounted fee‐based consultative services are also
Botics Computer Consulting Services, Inc. has the
Automatic Upgrades Equals Improved Value expertise and resources to protect your network so you
can preserve your standard of exceptional
communication and service.
Sharpen your competitive edge with the most current net‐
work possible. With our service plans, Botics Computer
Consulting Services, Inc. will notify you when updates and
new releases are available and how they will benefit you.
To be sure your business is not interrupted, we will then
arrange to complete the upgrades remotely. Through pro‐
active planning Botics will maintain and adjust your com‐
munication network to ensure increased uptime and pro‐
ductivity of your system.
Network Support Features IT Network Maintenance
Remote monitoring, diagnostics and resolution:
Support Contract Benefits
Remote monitoring and maintenance of your system is
Proactive identification and resolution of trouble
available up to 24 hours a day, 7 days a week, 365 days a
yields maximized system performance and uptime.
Remote capabilities reduce diagnostic and repair time.
On‐site service response objective:
Expert technical support is available up to 24 hours
Response within hour of first call eliminates wasted
a day, 7 days a week.
Maintenance agreement clients receive top priority
When a problem cannot be repaired remotely a BOTICS
technician will be dispatched to your site.
Rapid technician dispatch and arrival reduces system
downtime and increases your productivity.
Parts are typically available within 24 hours.
Technicians will arrive prepared to resolve issue on
Upon request, billable support is available to resolve major
failures if they occur beyond hours of maintenance agree‐
With Botics Computer Consulting Services, Inc. we re‐
committed to providing continuous technical support,
you eliminate the risk of waiting
for service or being down.
Obtain answers to basic questions on products. With unlim‐
ited service calls there is never a reason
Service will be billed at a standard rate so you can
not to call for necessary support.
maintain the same quality within your budget.
Business Continuity & Disaster Planning:
We live in South Florida and understand the threat of tropi‐
cal storms and hurricanes can offer to our community. We
will install and configure a custom set of backup policies and
procedures so your business is prepared...just in case.
BOTICS COMPUTER CONSULTING SERVICES, INC.
...service you can depend on To learn more about our IT Network Maintenance
Post Sales Support Summary
Network Operations Center:
Simple replacement of hardware spares should faults
arise with contracted hardware is available. Bespoke
Our network operations center is manned 24/7/365 by fully
contracts can be agreed should particular service levels
qualified engineers at all times. Our NOC technology en‐
be required. Our warehousing facility enables us to
ables us to respond to calls and e‐mail enquiries immedi‐
provide spares which are tested in our lab facility be‐
ately. As fully qualified engineers answer the calls at all
fore they are shipped to site for replacement within the
times day and night; faults and problems can be identified
service level terms of that contract.
at that time of the first call so the implementing of the ap‐
propriate escalation procedure can immediately be set into
action. Remote Monitoring
Telephone Support Monitoring services are available through our Network
Operation Center which is manned 24/7/365 by our
Always available 24/7/365 for contracted partners pro‐ team of network and systems engineers. The monitor‐
viding customers with the ability to report faults and ing services enable us to identify problems with any
raise queries at any time within their hours of contract. element of the monitored network, often allowing us
With access to a full range of hardware spares the team
to progress escalation procedures to address the prob‐
are able to replicate network issues and talk customers
lem before any evidence of the fault has been recog‐
through fixes over the telephone.
nized by the customers users.
Remote monitoring offers other benefits such a report‐
Our contracts provide greater reassurance that engi‐ ing of activity levels ‐ this in turn allows us to identify
neers will be assigned within the service level agree‐ potential areas of improvement within the network.
ment to address and escalate faults according to the
The flexibility of our specialist skills sets and our pleth‐
Where appropriate our bespoke maintenance contracts ora of engineering skills enables us to bespoke man‐
can involve the use of remote diagnostics allowing our aged services to reflect more accurately our customer
engineers to dial into the customers' network to iden‐ requirements, whether it is one element of the custom‐
tify and address problems arising within the network. ers network that requires 24/7 monitoring and adds
moves and changes.
BOTICS COMPUTER CONSULTING SERVICES, INC. To learn more about our IT Network Maintenance
Support Contract please call 305‐666‐9553.
...service you can depend on
It is essential that when installing new technology the process is planned
thoroughly giving consideration of the impact any down time may have on
day to day business. Subsequently, when our engineering team carry’s out
an installation they do so ensuring that not only are our customer's expecta‐
tions met, but in doing so they are met with the least disruption to their
Create peace of mind and generate profit savings . We offer the very best Tablet PC
on the market. Designed specifi‐
cally for Doctors, Lawyers, Insur‐
ance Agents and Adjusters, Real‐
How We Handle Your Support Requests tors, Students, and those that
work is impaired, while most busi‐ need the functionality of a tablet
ness operations remain functional. pc. We represent the complete
We and the customer are willing to line of Motion Computing™
Below are details of our Priority
commit resources during normal products and accessories.
Structure and details of the recom‐
mended information required by us business hours or as per there con‐
to respond to your needs. tract to restore service to satisfac‐
Critical ‐ A: System or service un‐
available Low ‐ D: Minimal impact, assistance
or configuration help
An existing network is down or there
is critical impact to the customer's Customer requires assistance but
business operations. We and the the issue is not service affecting in
customer will commit the necessary any way or the case is awaiting a
resources around the clock to re‐ vendor to supply software. Cus‐
solve the situation. tomer requires assistance on instal‐
lation, or configuration. There is
clearly little or no impact to the cus‐
High ‐ B: Fault affecting many but
tomer's business operation. We and
not all users, which customer has
the customer are willing to provide
no available means of circumvent‐
resources during normal business
hours or as per their contract to pro‐
vide assistance as requested.
Operations of an existing network
are severely degraded, or significant
Low ‐ E: Informational
aspects of the customer's business
operations are being negatively im‐
pacted by unacceptable network Customer requires information on
performance. We and the customer product capabilities. There is clearly
will commit fulltime resources to little or no impact to the customer's
resolve the situation. business operation. We and the cus‐
tomer are willing to provide re‐
Medium ‐ C: Fault which Customer sources during normal business
has no available means of circum‐ hours or as per their contract to pro‐
venting but is not service affecting. vide information or assistance as
Operational performance of the net‐ 9
My Commitment To You From November 26, 1990 to January 8,
2002, I provided professional insurance
About BOTICS protection, risk analysis, and insurance
consulting. During this time, I had many
BOTICS’s expertise in the
insurance clients complain of poor
computer industry is based
technology related service. People not
on the combination of the
showing up or late– you know the story.
best people and method‐
ologies to deliver custom I realized I could provide professional grade
solutions tailored to our technology services to existing insurance
client’s requirements. clients. I already knew enough about their
business structure so I elected to offer
BOTICS partners with world them technology services. Of course, it did
class organizations to build not hurt that two of my three college
and deliver IT solutions that degrees are in systems engineering and technology.
provide the means for
achieving and sustaining the On October 8, 1998, I incorporated what was then a part time business from my
human spirit in business. home. Today, we own and operate a state of the art network facility. Being resilient
with industry changes and providing personal service has allowed me to create a busi‐
Once you are a client you ness model which our clients can rely on responsible service and interact with a team
will work directly with the of experts always on call to resolve any technological issues they may have. The core
of who we are and what we offer to our clients is personal service.
same consultant on each
and every phase until your
We consistently strive to ensure that our clients' professional and personal data is
project is completed. Most
protected. We remotely connect into a server to review our clients' backup log files;
of our work is completed
just to make sure the backup schedule we have created is doing what it needs to–
quicker than our competi‐
protecting their data. After all, that is what I would want...someone looking out for my
tors can even quote your business.
Our commitment to you and your business is simple: my staff and I will continue to do
Our philosophy is simple, what we do best, provide you with reliable personal service and assure you that your
we want to assist you in any network and data are in responsible hands; whether mine or yours.
manner we can.
We look forward to working with you.
We are confident that once
you experience our work
ethics and our pride in all
we do; you will notice the
difference we offer from Richard H. Reynolds, PhD.
our competition. President and C.E.O.
Botics Computer Consulting Services, Inc.
BOTICS COMPUTER CONSULTING SERVICES, INC.
...service you can depend on