Security Coverage Product Overview


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The number of US households experiencing problems with Internet Security, PC Hardware/Software and Home Networking are 41.3M, 21.7M and 10.8M respectively. The opportunity for enhancing your customers’ experience through services that personally protect their systems and data, also serves to protect and enhance their perception of your ISP network’s value and quality.

ISP partners find that the SecureIT Services not only increase their revenue, but decrease their expenses by reducing the number of virus and spyware related technical support calls.

Products Included in Overview:

* Internet Security
* Parental Controls
* Technical Support
* Virtual Advanced Computer Repair
* Remote Support and Communication Platform
* Online Backup
* Community Portal

Published in: Business, Technology
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  • It creates a cycle that is illustrated here. At the top, you can see that they purchase the stand alone, box technology. Over time, they fail to keep it up to day or the services lapses and the internet threats enter the pc and continue to grow. The PC starts to slow down or have problems that the end user may not be able to identify. They turn to the service provider for help and cause the ISP to either go through unnatural acts to help them or they turn them away causing the potential for dissatisfaction. Ultimately, they have to turn to an outside third party that charges them to clean up the PC. This cycle is very frustrating and often repeated. Our program provides an avenue for the service provider to help their customers break this cycle.
  • Security Coverage Product Overview

    1. 3. What is the Premium Portal? <ul><li>Fully branded for your look and feel </li></ul><ul><li>Includes the right balance of: </li></ul><ul><ul><li>Local community content </li></ul></ul><ul><ul><li>National content </li></ul></ul><ul><ul><li>Subscriber personalization </li></ul></ul><ul><ul><li>Personalized product page </li></ul></ul><ul><ul><li>New product offerings </li></ul></ul><ul><ul><li>MyPage </li></ul></ul><ul><ul><li>Premium content </li></ul></ul>Entire. Digital. Experience.
    2. 4. Local Content <ul><li>“ Home town” feeling from Day 1, with... </li></ul><ul><ul><li>Local news </li></ul></ul><ul><ul><li>Calendar of Events </li></ul></ul><ul><ul><li>Classifieds </li></ul></ul><ul><ul><li>Photo/Video Gallery </li></ul></ul><ul><ul><li>Local Radio </li></ul></ul><ul><ul><li>Local Advertising </li></ul></ul><ul><ul><li>Local Weather </li></ul></ul><ul><li>Easy and efficient for portal admin’s with... </li></ul><ul><ul><li>One-click content approval </li></ul></ul><ul><ul><li>Trusted users who can instantly submit portal content for everyone to see </li></ul></ul><ul><ul><li>A wide array of local content automatically populated through live web feeds </li></ul></ul>
    3. 5. National Content <ul><li>Your customers get... </li></ul><ul><ul><li>Top news stories </li></ul></ul><ul><ul><li>Political news </li></ul></ul><ul><ul><li>Business/finance data </li></ul></ul><ul><ul><li>Technology columns </li></ul></ul><ul><ul><li>Sports </li></ul></ul><ul><ul><li>MLB, NFL, NHL, NBA </li></ul></ul><ul><ul><li>PGA, LPGA </li></ul></ul><ul><ul><li>NASCAR </li></ul></ul><ul><ul><li>College football and basketball </li></ul></ul><ul><ul><li>Entertainment News </li></ul></ul><ul><ul><li>Popular columns </li></ul></ul>
    4. 6. Content Providers
    5. 7. Content Providers <ul><li>Subscriber </li></ul><ul><li>Contributor </li></ul><ul><li>Author </li></ul><ul><li>Administrator </li></ul>People in your community! 4 Levels
    6. 8. Content Providers Subscriber Contributor Author Administrator News             Post comments x x x x Submit a news story for approval x Submit a news story directly x x Approve a news story   x Edit / delete a news story x   Contributor Author Administrator Calendar / Events           Submit an event for approval x Submit an event directly   x x Approve an event x Edit / delete an event   x Add / modify calendar categories x   Contributor Author Administrator Classifieds             Submit a classified for approval x Submit a classified directly x x Approve a classified x Edit / delete a classified   x Subscriber Contributor Author Administrator Photo / Video Gallery           Post comments x x x x Submit a photo for approval x Submit a photo directly x x Approve a photo   x Edit / delete a photo x Add / modify photo categories x
    7. 9. Revenue Opportunities <ul><li>Subscribers are already spending money elsewhere for products and services you can easily offer through the Premium Portal. </li></ul><ul><li>Additional revenue can be generated from... </li></ul><ul><ul><li>Google Web search </li></ul></ul><ul><ul><li>Advertising </li></ul></ul><ul><ul><li>Premium content offerings </li></ul></ul><ul><ul><li>Further product awareness and education </li></ul></ul><ul><ul><li>Increased customer loyalty and stickiness </li></ul></ul>
    8. 11. What is CleverAssist? Everyone wants to provide world class customer service and a solid remote connection tool is a great first step, but it’s not a complete solution. What if your company had a program that incorporated all the necessary repair tools your techs needed? What if that same program even allowed the ability for your customers to perform simple repairs themselves, without even needing to call the help desk? You can do all this and more with CleverAssist from SecurityCoverage! Easy. Complete. Support Solution.
    9. 12. Overview <ul><li>Technical support teams can now connect to users remotely to troubleshoot and solve issues </li></ul><ul><li>Premium client end-users are able to fix simple problems themselves </li></ul><ul><li>Customizable to suit your companies needs </li></ul>Internet Administrator PC with CleverAssist Admin Customer PC with: CleverAssist Base CleverAssist Premium CleverAssist Web Client
    10. 13. Base Client Features <ul><li>Windows & Mac support </li></ul><ul><li>Encryption for secure communication </li></ul><ul><li>Integrated chat </li></ul><ul><li>Automatic reconnect at reboot </li></ul><ul><li>Firewall friendly </li></ul>
    11. 14. Premium Client Features
    12. 15. Web Client Features <ul><li>Add chat to your webpage </li></ul><ul><li>Customers visit familiar web pages to access support </li></ul>
    13. 17. Market Overview Studies show that 38% of subscribers would like to buy this from their ISPs. <ul><li>What are your customers doing? </li></ul><ul><ul><li>83% of consumers use a retail box or online security product, but… </li></ul></ul><ul><ul><ul><li>85% of computers are missing current security patches </li></ul></ul></ul><ul><ul><ul><li>66% of computers are missing current anti-virus editions </li></ul></ul></ul><ul><ul><ul><li>29% experience serious problems with their PCs </li></ul></ul></ul><ul><ul><ul><li>24% contacted their service providers for help! </li></ul></ul></ul>
    14. 18. Purchase stand-alone technology ($49-$149) Fail to update/ service lapses Virus, spyware adware, malware, and other Internet threats grow Pay PC repair shop to temporarily remove existing threats ($100-$349) Contact service provider for help This is costly and frustrating! The Self-Managed Cycle Your customer is looking for someone to help them break this cycle!
    15. 19. SecureIT Versions Anti-virus Firewall Spyware PopUp Blocker Online Malware Blocker Anti-virus Firewall Spyware PopUp Blocker Online Malware Blocker Anti-virus Firewall Spyware PopUp Blocker Online Malware Blocker Parental Controls Content Filtering Disk Defragmentation Forum Only Live Support 24x7 Live Support 24x7 Household license 1:3 License to computer ratio 1:1 License to computer ratio 1:1 License to computer ratio No reporting Reporting Reporting Supported Remote Installation Fresh Start Supported Remote Installation Fresh Start Guarantee available Supported Remote Installation Fresh Start Guarantee available Upgrade capability SecureIT Live SecureIT Plus Upgrade capability SecureIT Plus
    16. 20. Management Console <ul><li>Basic View </li></ul><ul><ul><li>Easy, intuitive user interface </li></ul></ul><ul><ul><li>Quickly displays if there is an issue with SecureIT </li></ul></ul><ul><ul><li>Simple access to multiple methods of instant support </li></ul></ul><ul><li>Self-Healing Capability </li></ul><ul><ul><li>Product diagnostic performed with launch of console </li></ul></ul><ul><ul><li>“ Click to Resolve allows self-repair of issues </li></ul></ul><ul><li>Support </li></ul><ul><ul><li>Quickly access five different means of support </li></ul></ul><ul><ul><li>Direct link to the new Online Support website </li></ul></ul><ul><ul><li>E-mail support now imbedded into the product </li></ul></ul>
    17. 21. Management Console <ul><li>Support </li></ul><ul><ul><li>Quickly access five different means of support </li></ul></ul><ul><ul><li>Direct link to the new Online Support website </li></ul></ul><ul><ul><li>E-mail support now imbedded into the product </li></ul></ul>
    18. 23. What is OnlineBackup? Safeguard the things that matter to you and never lose an important file again. What’s on your computer? Photos of kids, family, fond memories? Songs and music you’ve collected over the years? Work documents and important E-mail messages? Financial data for family budgets, taxes, home office use? They’re all stored on your computers hard drive. Imagine if all of these files disappeared tomorrow! Simple. Secure. Storage FATAL ERROR: ALL DATA LOST
    19. 24. Product Features <ul><li>Compatible with Windows Vista, XP (32 & 64 bit) and Intel-based Mac’s </li></ul><ul><li>Multiple PC use . Install OnlineBackup on an unlimited number of computers and share your storage quota among multiple machines </li></ul><ul><ul><li>This adds both value and ease of use since you can view quotas from multiple machines at once. </li></ul></ul><ul><li>Initial 5GB, 50GB or 250GB storage included </li></ul><ul><li>Safe and secure 128-bit SSL encryption </li></ul><ul><ul><li>The same protection technology used by banks and online retailers today </li></ul></ul><ul><li>Automatic file retention stores the five most recent versions of every file you back up </li></ul><ul><li>Bandwidth Throttling for maximum backup efficiency </li></ul>
    20. 25. What is OnlineBackup? With SecurityCoverage OnlineBackup, you’ll never have to worry about data loss again. OnlineBackup provides easy, automatic and secure backup of your important data, the things that really matter to you. Your memories are kept safe in our secure data center, making it impervious to theft and hardware failure. Have full peace of mind with our set it and forget it backup solution. Simple. Secure. Storage
    21. 27. Call Center Profile <ul><li>All technical support representatives are employees and located in Cedar Rapids, Iowa </li></ul><ul><li>Our call center management team has over 40 years of ISP/Telecom/Help Desk experience </li></ul><ul><li>We speak English first and industry jargon second, making it easy and simple for your subscribers to interact with us </li></ul><ul><li>Extensive training and certification program required before calls are taken </li></ul><ul><li>Diversified experience specializing in technical support for software, virtual repair and ISP applications </li></ul><ul><li>Metric driven organization with ongoing quality assurance training and coaching conducted </li></ul>24/7. Internet. Support
    22. 28. ISP Support Overview <ul><li>Fully staffed contact center available 24/7/365 </li></ul><ul><li>Branded call answer with dedicated call queue </li></ul><ul><li>Ability to provide web integrated chat support </li></ul><ul><li>Experience with dial-up, DSL, cable modem, WISP, IPTV and VoIP, dial tone, customer service </li></ul><ul><li>Enhanced one-call resolution; take things further than a typical L1 does </li></ul><ul><ul><li>E-mail add/delete accounts; settings adjustments </li></ul></ul><ul><ul><li>Cable modem; unit access (Prompt Link) </li></ul></ul><ul><ul><li>Network access; What’s Up Gold/Nomadix </li></ul></ul>
    23. 29. ISP Support Overview <ul><li>Daily detailed reporting on service level and call statistics </li></ul><ul><li>Web enabled real-time case details </li></ul><ul><li>Full transfer and routing capabilities for escalations </li></ul><ul><li>Flexible ticket tracking system with API capabilities </li></ul><ul><li>Permissions driven remote support capabilities that provide lower call times and a better customer experience </li></ul>Service is our core business!
    24. 30. Partner Portal Site <ul><li>Monitor escalations and assigned open cases </li></ul><ul><li>Full visibility to monitor open cases – view, work or assigned </li></ul><ul><li>Instant access to Ad-hoc reporting statistics including: </li></ul><ul><ul><li>Call history </li></ul></ul><ul><ul><li>Top Callers </li></ul></ul><ul><ul><li>Problem Areas </li></ul></ul><ul><ul><li>Total tickets (MTD or by Escalation) </li></ul></ul><ul><ul><li>Daily Avaya reports </li></ul></ul>
    25. 31. <ul><li>Full support from the phone to the TV to the PC to the Internet </li></ul><ul><ul><li>Our support services can cover all your needs…one call, one support team for all issues </li></ul></ul><ul><li>A proven track record of quality service and accountability </li></ul><ul><ul><li>Our technical support satisfaction stands at over 95% </li></ul></ul><ul><li>A service oriented organization first and technical second </li></ul><ul><ul><li>Our technicians are trained to speak at the customer level, not their own </li></ul></ul><ul><li>Talented employees who are well educated, well trained and well satisfied in their jobs </li></ul><ul><ul><li>Our average employee holds a degree in Network Administration or a related field, all receive a minimum of 2 weeks of training and their job satisfaction rate runs at over 85% </li></ul></ul>What We Can Offer You…
    26. 32. Summary
    27. 33. <ul><li>SecurityCoverage is focused on being the best service provider to the telecom and cable market </li></ul><ul><li>We pride ourselves on helping you simplify the technology experience for your subscribers and provide unmatched customer service </li></ul><ul><li>Our approach allows you to grow your business while providing a single number to your subscribers for all their support needs </li></ul><ul><li>With a direct relationship and expanded offerings including ISP Support, Portal, and Online Backup we can help lower your costs and drive greater subscriber measurements across the board </li></ul>Summary
    28. 34. Questions?
    29. 35. Thank you
    30. 36. If you’re interested in learning more or would like pricing for any of these products, contact: NewStreets 866-FON-NWST [email_address] Contact NewStreets