By using CCE to provide IT Services and support to your clients, you will be drawing on a wealth of expertise, experience, investment and independence. You will be free to nurture your key relationships using CCE to provide the resources, infrastructure, services and support your clients require. Technical issues on a Sunday? No problem. CCE provide a 24/7/365 in house support desk to all our channel partners.

1. Partner Capability
Diverse, flexible and reliable
service offerings.
CCE Channel Services

2. About us
CCE is one of the UK’s largest independent IT support
companies with offices in London and Manchester. Our
primary services provide all elements of traditional
break fix maintenance support across the UK and
overseas ensuring optimum performance from
managed services to a fully outsourced IT solution.
We believe that after 36 years of delivering services we
have developed a model that works in a wide range of
industries, in an age where effective support makes all
the difference to the smooth running and profitability of
any organisation. We have a highly skilled technical
team that are consistently trained on the latest
technologies, services and products ensuring
customers can be guaranteed an unrivalled level of
service.
With a customer retention rate to be envied, CCE is a
company focused on building relationships through the
provision of bespoke services to suit each individual
customer needs.
Established: 1979
Privately owned
Turnover: £20 million
Employees: 200
Customer base: 600+
Coverage: Global
Offices: London and Manchester
UK based 24/7/365 Service desk
CREDENTIALS SERVICES INCLUDEKEY FACTS
Over 36 years IT support experience
Fully qualified technicians
Industry accreditations
Established as a direct ISP
ISO 9001
ISO 27001
ISO 14001
SafeContractor
Managed Hardware Support
Work Unit Voucher Scheme
On Site Support
Software Support
Service Desk
PC & Multi-Site Roll Outs
24 Hour Monitoring
Private Cloud & Infrastructure
Managed Services
CCE Philosophy -
‘Service beyond the call’
The CCE philosophy of service
beyond the call ensures delivery
of a high level of service through
a consultative approach
strengthened by long term
strategic partnerships with
industry leading IT vendors, this
combined with product knowledge
engenders a spirit of trust and
partnership paramount for any
successful long-term relationship.
CC Engineering Limited | Technology House | 215 High Street | Yiewsley | West Drayton | Middlesex | UB7 7QP
Company overview

3. Partner Philosophy
CCE is a leading IT support services vendor which can
partner with you to maximise your revenue and margin,
and help to maintain your customer’s trust and loyalty.
Our objective is to ensure that those organisations who
partner with us maximise their customer’s revenue and
margin opportunities, thus ensuring its competitors
cannot gain a position to threaten the core business of
the partner.
We provide a comprehensive and integrated range of
services, giving you the choice and flexibility to deliver
the skills and services required to meet your customer
needs. We offer a full range of support agreements
across most IT life cycles from complex systems and
emerging technologies. 24/7 availability and online CRM
ensures that you and your customers are always
supported and remain informed.
The need to build a strong and supportive relationship
with our partners and ultimately their customers is
ingrained into every member of the organisation. A key
component of this is maintaining high level of
communication to ensure that clients are always kept
well informed of the work CCE is undertaking on their
behalf, no matter what the enquiry or situation.
Confidence
Before a contract commences, particular attention is
made to capture the precise operational, procedural,
and environmental needs of a partner’s new customer
in order that CCE can very quickly become an integral
part of the IT operation.
In conclusion, CCE’s long history, experience and
expertise ensures that the partner as well as their
customer’s requirements and expectations are
exceeded; thus ensuring that no risk is associated in
partnering with CCE.
Partnering with CCE
Our Values
Partner Customer Focus – our partners and their
customers represent the future of our business.
Excellence of Service:
• CCE strive to satisfy each customer’s
requirements effectively.
• We honour the commitments we make.
• We work with all partners and their customers.
in a flexible, responsive and supportive manner.
Commercial Focus – We are flexible in our
approach, offering a broad range of service options that
reflect competitive market conditions.
Service Culture – Through the account management
and continual improve with feedback, promoting
innovation and best practice.
Professionalism – Everything we do is undertaken
professionally, honestly and ethically.
Long Term Outlook – Our approach to partner
relationships is long-term, reflected in our flexibility
and responsive manner.
Service Desk
All calls are managed through CCE’s service desk,
based in London and Manchester which gives a single
point of contact into a qualified first line engineering
team, who will trouble shoot the problem with the caller
and try to find a solution be it software or hardware. If
the problem is hardware related then their role is to
identify the spare before an engineer even attends site,
the aim of which is to achieve a high first time fix. When
working with a partner helpdesk, CCE is flexible in its
approach and the level of activity undertaken as first
line contact with the user has already occurred.
Our online call logging facility enables customers to
progress calls in real time. Electronic notification is also
less time consuming than a telephone call. Based on
the information supplied, a field engineer or software
support specialist with the right expertise and operating
system knowledge will be assigned to the job and effect
a solution.

4. CCE YOUR COMPANY YOUR CLIENT
Partner Life Cycle Support
We provide a comprehensive and integrated range of
services, giving you the choice and flexibility to deliver
the skills and services required to meet your customers’
needs. We offer a full range of support agreements
suitable for every aspect of the entire IT lifecycle,
including complex systems and emerging technologies.
24/7 availability and online CRM ensures that you and
your customers are always fully supported and remain
informed. Prior to commencement of a contract,
particular attention is paid to capture the precise
operational, procedural, and environmental needs of
your customer in order that we can very quickly become
an integral part of the IT operation, working on your
behalf.
The three stages of our Infrastructure Life
Cycle Service:
• Planning and implementation
• Partner review and development
• Ongoing support
Partnering with CCE
Planning and Implementation
If your focus is on consultancy or management, you may
require us to provide a hardware or infrastructure
solution to best meet your customers’ requirements.
A full tripartite needs analysis enables us to design the
most appropriate solution for your customers’ current
and future needs. Whether we provide project
managers, you abd your customers will benefit from our
efficiency, pragmatism and flexibilty.
Our Planning and Implementation service incorporates
our consultancy and design and procurement expertise
Partner Review and Sales
Development
Efficient communication and sales support is a vital
element of a long term relationship. We insist on
regular three-way performance reviews to ensure that
service levels and customer expectations.
Sales development is also vital to long term
relationships. Our philosophy is to work closely with
your customers, responding quickly to quotation and ITT
requests, producing professional proposals and
attending customer meetings with you.
Depending on your approach, we will work with your
relevant sales team to provide training and incentives to
develop further sales and revenue opportunities within
your customer base.
CCE have spent over 36 years building a wide range of
IT services and support. We generate lasting
relationships with our channel partners through
integrity and service. We match our wide services to you
and your clients needs by delivering a consistently high
quality service, rapid response and commercial focus to
all our channel partners globally.

5. Service Offerings
Managed Hardware Support
At the core of CCE’s capabilities, the ability to provide
hardware maintenance where each item is covered on
an annual contract basis at an agreed service level.
Our guaranteed fix commitment ensures that within
the contracted time a replacement will be installed if
module fix is not achievable.
• Service level agreements to match your needs from
next business day response to a two hour fix
• 24x7x365 Global service coverage
• Dedicated client management and UK based service
desk
• Network of fully qualified engineers and strategic
stock locations
• Flexible Work Unit Voucher Scheme
Managed Print
• Reduction in costs by up to 30% and increased
efficiencies.
• Improvements in employee satisfaction
and productivity.
• Enhanced document security.
• Improved environmental sustainability.
• Streamlined IT support burden or
completely remove it.
• Optimisation of existing fleet without having
to invest in any additional hardware.
Deployment
• Global 24x7 deployment services in country
• All managed from the UK
• Full project scoping
• Project Management
• Fixed Pricing, Single visit / multi-skilled engineers.
• Servers, Desktops, Laptops, Networking.
Asset Management
• Discovery, data capture and storage.
• Asset tracking.
• Lifecycle management.
• Reporting and alerting.
Helpdesk
• Helpdesk and Managed IT Solutions can include - 1st /
2nd / 3rd Line Tech Support.
• Tailor made helpdesk packages and SLA’s available to suit.
• Software covered by the helpdesk – Microsoft products
only / desktop support / server support – including
passing calls to 3rd parties for other software, and
hardware issues.
• 24/7/365 follow-the-sun.
• All helpdesk options are unlimited remote support only,
onsite visits are chargeable.
• UK based helpdesk.
• White labelled options available.
Private Cloud
CCE’s Managed IP Services division was established to
address the growing demand for hosted and data services
that make up ‘Private Cloud’ solutions. With a wealth of
experience and a management team drawn from a systems
integration and network carrier background, with experience
of delivering private cloud services at the highest level.
CCE can manage connectivity and voice requirements
regardless of which carrier (BT, C&W, NTL) is traditionally
used.
• Hosted Exchange mailboxes.
• OwnCloud data storage and sharing service.
• Server colocation.
• Managed Desktop.
• Remote backup.
• Managed Voice.
• Business Continuity.
• Established as a direct Internet Service Provider (ISP).
Consultancy
• Complete lifecycle management from initial concept,
through a design and implementation phase, on to post
implementation support & troubleshooting services.
• Hosting and cloud deployments, strategic consulting
and business case planning (strategy review, IT audit,
business/IT alignment, cost saving assessment),
IT procurement (vendor and technology assessment,
right-sourcing, ROI) and compliance (business continuity,
PCI:DSS).

6. Service Offerings
Work Unit Voucher Scheme
CCE’s flexible Work unit voucher scheme, allows clients
to choose response or fix based service and expenditure
levels. This service compliments a fix contract on critical
equipment for maintenance or provides additional
services such as on site resource and holiday cover.
This approach suits those clients whose equipment
schedule is difficult to manage and those who need
support on an irregular basis.
• No specific equipment schedule required.
• Fixed costs but flexible service levels.
• Get expert resources without hiring staff
• Choose your response time - 8 or 4 hour.
• Better value than time and materials.
• Vouches can cover many other services.
• Voucher balances are valid for two years.
• Can be used for any CCE service at prevailing rates.
Remote Monitoring
Continuous Critical System Management by CCE provides
affordable, proactive 24 hour monitoring and management
of the client’s server infrastructure. Our comprehensive
server management keeps your servers running, available
and secure.
Software Support
CCE’s technical helpdesk provides application software
and general operating systems support via the telephone,
remotely and on site. This allows partners, their
customers or our clients the facility for all support calls
to be placed via one centralised Call Management Centre
at CCE. This service ensures an extremely high percentage
of faults are diagnosed first time. Software support is
designed to run in conjunction with any of CCE’s other
support agreements.
• Incident based using CCE’s Voucher Scheme.
• Full access to our highly skilled, and accredited.
technical consultants.
• Discovery, data capture and storage.
• Asset tracking.
• Lifecycle management.
• Reporting and alerting.
• CCE’s non-restrictive multi-platform expertise.
Disposal
We manage the complete process; from the logistical
management of a collection, technical processing and
secure data eradication or destruction through to testing
and assessment for the resale of used IT equipment and
final recycling of unusable equipment.
• ISO 9001, 14001 and 27001 Certified.
On Site Support
CCE have a long experience in providing on site support.
This is an ideal option for those clients with sites having
large numbers of users on critical service levels, whether
they are hardware or software based.
• 100% availability covering holidays, sickness and training.
• Onsite resource fully qualified and trained by CCE.
• External support provided by technical services team.
• Flexible member of the client’s engineering team.
• No complications associated with permanent members
of staff.
• The service is fully managed by CCE’s dedicated
monitoring and support staff.
• The service can be deployed across your IT infrastructure,
and integrated with our Managed Antivirus service.
• Alerts are monitored and acted upon on a 24/7 basis.
• All Remote Monitoring and Management functionality is
viewable through a straightforward dashboard view.
• The service allows for comprehensive tracking of software
and hardware assets.
• Instant alerts are sent when thresholds are breached.
• Easily and effectively monitor and manage the health of
the most critical business systems.
• Straightforward Cost Model: costs are charged on a
per-server basis.

7. Our Partners and Accreditations

8. Service Coverage
We have extensive cover across the UK and overseas for service coverage.
This allows us to effectively and rapidly meet differing service level needs.
All engineers are strategically located and carry boot stock of
high usage components backed by a sophisticated logistics
operation. We constantly review staffing levels and
resources to meet the evolving requirements of
existing and new customers.
Unlike many other organisations, CCE also
provide resident onsite spares for frequent
failing items and critical elements.
This ensures SLA’s are met to a
far higher level as engineers
can diagnose remotely
or onsite quickly any
issues but need
spares availability
to often resolve the issue.
• Multivendor availability
• Services reach into over 175 countries
• CCE work with our partners to deliver a truly “Global Presence”
• Over 1500 engineers across all major cities around the world
• In country engineering and spares

9. ISO Compliance
“Our certifications are your assurance of
unmatched expertise, consistency of
service and reliability that you can trust”
Quality Management
CCE believe by its commitment to a long term
relationship with its customers, through investment,
good account management, attention to detail, CCE’s
culture and the process and procedures it uses to
deliver that service. CCE operates with a number of
quality markers in place for all the processes involved
from beginning to end when considering any client
business.
The Quality procedures that CCE imposes on itself are
far higher than any that could be imposed upon the
company by external governing bodies. Our progress
and client retention to-date is proof of this. CCE’s
customer retention is one of the highest in the
industry.
To deliver CCE’s quality service, CCE operates a
Quality Management System that has BS EN ISO 9001:
2015 certification, covering the maintenance and
support of IT equipment and infrastructures.
IT Infrastructure Library (ITIL)
The IT Infrastructure Library (ITIL) is the most
widely accepted approach to IT service management
in the world. ITIL is a cohesive best practice
framework, drawn from the public and private
sectors internationally. It describes the organisation
of IT resources to deliver business value, and
documents processes, functions and roles in IT
Service Management (ITSM). ITIL is supported by
a comprehensive qualifications scheme, accredited
training organisations, and implementation and
assessment tools.
We have adopted this proven methodology and
applied it to our Service Support and Service Delivery
processes and procedures. These two areas consist of
the disciplines that are responsible for the provision
and management of effective IT services. This ensures
our customers can have confidence that CCE will
deliver repeatable, high quality and professional IT
solutions.
We provide our customers with a complete end-to-end
service management solution. Based on ITIL best
practices, the solutions enable CCE to effectively
manage information technology (IT) changes, assets,
and service levels while reducing operating costs of
Service Desks.
Environmental Management
CCE’s Environmental Management System (EMS) is a
continual cycle of planning, implementing, reviewing
and improving CCE’s processes and actions to meet
environmental obligations and objectives. CCE’s EMS
ensures that our activities, products and services
conform to the ISO: 14001: 2015 Standard and
environmental requirements.
CCE is registered as a carrier and broker of controlled
waste and is fully WEEE compliant. We offer an
inexpensive and environmentally friendly solution to
modern day e-waste disposal issues and can provide
full waste disposal certification. All the equipment we
receive will go through a full refurbishment and secure
data cleansing process. We find homes for all equipment
that can be brought back to full health, and ensure
that the remainder is disposed of in an environmentally
friendly manner.
“we aim to provide defect
free goods and services
to our customers on time
and within budget”
“committed to
environmental
leadership”
“to be seen as a trusted
organisation is crucial”
Information Security Management
CCE holds BS ISO/IEC 27001: 2013 Certification.
ISO: 27001 is the only auditable international standard
which defines the requirements for an Information
Security Management System (ISMS). The standard is
designed to ensure the selection of adequate and
proportionate security controls. Information is critical
to the operation and perhaps even the survival of an
organisation.
Being certified to ISO 27001 will help CCE to manage
and protect our valuable information assets and give
confidence to any interested parties, especially
our customers.