RDB0013_Partner Book_03_WR

Company Overview
RDB Concepts is a specialist information technology services provider. Our
aim is to enable organisations to be more productive by working with them
to improve their IT service levels.
We measure our success through achieving the performance and
availability targets of a customer’s business critical systems and reducing
the cost of managing these systems. We achieve this by delivering
cost effective, best-in-class expertise when and where it’s most needed.
Our team of specialists is highly experienced in implementing, supporting
and managing advanced software and database technologies on UNIX
and Windows environments.
RDB Concepts is committed to its own development and growth as a
business. Through programs such as E-Myth and partnerships with
companies such as IBM and Oracle, RDB Concepts invests in its people
and internal processes to ensure that they are at the front of new
technologies and constantly being improved for efficiency
and effectiveness.
We value honesty, integrity and reliability and aim to partner with
companies that hold and adhere to the same values as us.
RDB Concepts was formed in 2001 with a
single purpose:
“To be different, to be accountable, to
stand out and to act on behalf of our
partners and customers”
– Sue Evans, COO
“Why should engaging with RDB be any
different to hiring a permanent member
of staff? Would a permanent member of staff
sit idly by during issues affecting the clients
business?
It is not the responsibility of our clients
to prove there is a database issue. It is
our responsibility to ensure there is not a
database issue”
– Phill Evans, CEO
The CEO’s vision
“I believe that for a company to succeed it must reflect the values of
the people running it.
Integrity, loyalty and trust are integral to the way I live my life. What
people think about me and how my friends perceive me are both
extremely important. If I can reflect on my life and state that I never
betrayed my values or lost sight of my goals then love, happiness and
fun will surround me.
If RDB Concepts is to succeed it must also adhere to these strong
values. It is my personal aim to ensure that all our customers will
testify to this level of commitment.”

For more information on our team, please call +44 (0) 1530 837985
or visit our website www.rdb-concepts.com
Strategic Objective
RDB Concepts is striving to become a leading player in the infrastructure
support arena. Our name is synonymous with quality and trust. We are
supporting some of the largest companies in their field, all of whom would
happily testify to the high standards of our services. The trust they place in
our team is extremely important to us.
Our customers share our key values of integrity and honesty which
improves communication and strengthens the bonds and trust that exist.
Our customers approach us for advice and involve us in all decisions
pertinent to the services we provide. Our professionalism has enabled our
customers to make objective decisions, which in turn have enabled their
businesses to grow.
Our future plans are to build an international presence using franchising
as the mechanism. To this end the UK office will become the centre
of excellence for all other franchises, setting the standards that will be
followed. Every franchise will strive to provide the best quality services to
their customer base whilst at the same time looking for ways to improve
both services to the customers and internal processes within the company.
Our team of outstanding individuals form the back bone of who we are.
We are proud to employ such a highly skilled group of people who are
encouraged to contribute to the betterment of the company at every
opportunity.
All we ask of our employees is that they evaluate everything that they do
against the company vision and the company values.
Where are we?
11 Phoenix Park,
Telford Way,
Coalville,
Leicestershire
LE67 3HB
United Kingdom
Tel: +44 (0) 1530 837 985
Fax: +44( 0) 1530 838 091
Email: sales@rdb-concepts.com
“A single vision to improve the client
experience and raise the expectations from
a managed service provider”
Is what I’m doing right now,
moving us towards or further
away from our company vision?
Is the choice I’m about to make
in line with our company values?
WHY are we doing it this way?
HOW can we can do it better?

Partnerships
RDB Concepts considers itself to be an extension of the partner’s team
and will assist in training, onsite visits with end users or just being there to
provide pre-sales technical advice.
With our existing partner base in the UK, we pride ourselves on our ability
to meet their needs and requests.
We have a strong relationship with our partners and are constantly working
on ways to improve the channels of communication. The key to RDB
Concepts success in building a partner channel is mainly due to joining
with partners that mirror our values.
The RDB Partner Portal, RDB Connect, provides partners with the
opportunity to take full advantage of our experience in the IT field. RDB
Connect portal allows partners to login into a secure portal and enables:
Access to the latest industry white papers and
product news
Sales collateral e.g. presentations, fact sheets
Custodian*24 demo
Forum to post frequently asked technical questions
(answered by our technical team)
Blogs, social networking updates and event news.
All material found on the portal can be used by partners for their internal
sales and promotions as well as providing an understanding of the
RDB Concepts products. The portal is designed to enrich the partner
experience and strengthen communication between industry individuals
and also provides an excellent networking opportunity.
“Keltec have partnered with RDB Concepts
for in excess of 10 years.
We continue to do so because of the
excellent service they provide to both
ourselves and our customers.
The level of technical expertise that is
available is exceptional and they will always
put the customer first in defining solutions
and resolving issues.
I would not hesitate in recommending an
RDB solution for any of our customers.”
– Simon Pemberton, Keltec Limited

Benefits to Partners
Access to the partner portal ‘RDB Connect’
Access to qualified pre-sales technicians that will assist with the RDB
Services and capabilities along with advice on the potential solutions
for your clients requirements
Access to Custodian*24 demo tool
A Partner Account Manager who will ensure full access to the right
resource when you need them
A full introductory and sales training session with RDB Concepts
Increased customer loyalty and the opportunity to build strong
lasting relationships
Increased product portfolio
Increased sales revenue
Quarterly and Annual service reviews helping to build
stronger relationships
Assistance with sales support and client events and demonstrations
Increased ability to identify new sales opportunities within accounts
Misco engaged with RDB to become a key
partner within Misco’s core competencies.
Phill (MD) and his team have been very
supportive, especially with one of our top
account customers “City Link”.
With RDB’s expertise, we managed to
secure a 12 month contract which allows
us to monitor and manage all of City Link’s
MySQL & GlassFish databases. The first six
months were a real challenge for the team
as City Link’s databases were not in the best
shape, however with a lot of hard work and
excellent recommendations many problems
with the databases were resolved.
This lead to City Link having minimal issues
over their core peak time (Christmas) and
their IT director was very quick to recognise
this when we had a post peak review in
early February. This has also led to excellent
traction within City Link’s parent company
Rentokil and we are currently working on a
number of projects for them.
I would have no hesitation trusting Phill’s
team to look after any of our key customers
network & databases.
– Andrew Gordon, Misco UK Limited

For more information on our global partner commitment,
please call +44 (0) 1530 837985 or visit our website www.rdb-concepts.com
Partner Profile
RDB Concepts has established a number of successful partnerships
with leading technology vendors. The objective is to integrate the
RDB Concepts product set within their own.
The ideal partnership is one where the services offered by RDB Concepts
brings a direct benefit to the partner and their clients, where the partner’s
team integrates with the RDB Concepts team to produce the best possible
solutions for their clients and where the partner believes and operates with
the same core values as RDB Concepts – Honesty, Integrity and Trust.
RDBConcepts
& Partners
D
istributors ASP’S
ServicesProviders
Hos
ting
Companies
ISP’s
HardwareVendors
RDB Concepts’s…primary role during this
period was to assist with performance
issues in a key M&G system following
migration to Oracle 11g (from 9i), this also
incorporated a migration from Solaris to
Linux platform. RDB are familiar with the
M&G environment having been on-site 18
months or so earlier.
They were able to provide an immediate
positive impact on the issues we
encountered and with thorough analysis
were able to demonstrate root cause of
several issues to both the applications team
and to Oracle Support. They are highly
respected technicians by all who deal with
them, and have left us in a far better position
than when they arrived. I would get them
back on-site without hesitation should we
have such issues again.”
– Steve Wingfield, PGDS

Expectations of our Partners
Qualified Leads – the partner must be sure that the service they need is
within the RDB Concepts product set
Regular communication
Honesty
Integrity
Trust
Reliability
RDB Concepts and partners
attend quarterly and annual service
review meetings
Customer Satisfaction form
is distributed
If successful the project kick off
meeting is organised with all parties.
Partner provides customer with
a proposal that includes
RDB Concepts offering
RDB Concepts provide solution
proposal including pricing and
statement of work
Partner and RDB Concepts
formulate a customised solution
Partner and RDB Concepts visit
the potential customer to gain
further information
Opportunity
Work Flow
RDB Concepts provide partners with
a manager and technician contact
Partner Informs RDB Concepts of
the opportunity
Customer Profile:
Start-up companies with an IT infrastructure requirement
Medium to large sized companies with a requirement for
IT Managed Services
European and Globally recognised
Retail, Financial and Leisure sectors
Matching values

Benefits to Clients
The implication to a business which suffers from IT problems includes;
Loss in productivity
Potential loss of revenue
Decreased workplace morale
Reduced productivity
Damaged public and shareholder reputation
The client’s infrastructure provides them with the platform on which
to run their business. Therefore part of their strategic objective should
be to ensure the best possible management of their internal and
external systems.
This is where partnering with RDB Concepts can bring real value to you
and your clients.
RDB Concepts aims to build strong long term relationships with our
partners, by reinforcing the relationship that they have with their clients.
The benefits you will pass to your clients are;
UK based, 24/7 Service Help Desk
Automated ticketing and Email System
Service Level Agreement
Peace of mind and operational stability
Problem resolution
Best in Class service provider
License Compliance Awareness
Future Road-map for growth and security
“We have worked with RDB for over 5
years now and our relationship has always
been more that of business partner than
client-supplier. They have taken the time to
understand how we work so that they can
work with us and not just for us.
The day to day support is perfect for our
needs and if there is ever an issue they
really pull out all the stops to ensure that it
is resolved with the minimum impact to the
business possible. Even when the issue has
been as a direct result of our actions they
have adopted a ‘ fix first and ask questions
later ’ attitude.”
– Pizza Hut (UK) Limited

Frequently Asked Questions
Business to Business selling is very diverse compared to business to consumer selling, business purchasing
decisions are rational and in essence the core decision makers buy what they need and not what they want.
Many IT service sellers will get asked the same questions which are not industry specific but directly related to
the core values of any business:
1. Will this service save me, the client, money?
The simple answer is YES
Employing a single DBA in a company can be costly. By taking a service with RDB Concepts the client is provided
with a team of qualified DBA’s, each with individual skill sets, at a fraction of the price
Systems can have an extended life span. This is achieved through housekeeping, capacity monitoring and
performance monitoring. In addition, when new equipment is identified as being required, RDB Concepts, in
conjunction with the partner, will ensure the correct equipment is quoted for with a reasonable time frame in mind
Downtime is a major factor in loss of revenue for many companies. RDB Concepts will identify areas of risk and
help assess what is required to reduce the likelihood of downtime occurring.
2. What benefit will I get from attending all of those review meetings?
The service review meeting is a forum not only to discuss the progress of the service but also to identify new projects
in the pipeline and to find out where the client wants to take their business. These discussions bring new sales
opportunities to our partners and very often our advice is required to provide direction.
3. Will there be disruption to the client’s servers during setup?
There is no need for downtime to allow Custodian*24 to be set up, once Custodian*24 is monitoring and a secure VPN
has been set up support will commence.
4. Does Custodian*24 place any additional load on the client’s environment?
Custodian*24 has been adopted by many Customers and benchmarks suggest that the additional load on servers
is negligible.
5. What does a perfect customer look like?
Our perfect customer is one that
understands the importance of the services we deliver
takes accountability for the way they use the systems that we support
understands that for us to be part of their team a strong partnership based on trust must exist
For more information please call +44 (0) 1530 837985
or visit our website www.rdb-concepts.com

For more information on our technology services,
please call +44 (0) 1530 837985 or visit our website
www.rdb-concepts.com
RDB Partner Community
RDB Connect
RDB Connect has been developed to provide RDB partners access to each other without the need
to always establish direct relationships. This enables partners to communicate and plan complete
packages for clients smoothly and efficiently.
The portal creates an excellent community that, if used properly, can become an extremely powerful
resource.
RDB Connect is a secure portal offering access to:
White papers
Sales Tools
Community Forums
ROI Calculators
Product information
Partner Profiles
News
Benefits
Having a pool of specialists in one place willing to answer questions and able to offer technical support.
Ability to advertise your services to a community of partner companies.
Keep up with latest technologies by accessing latest technical journals.
Opening opportunities that otherwise might be missed due to lack of expertise.

Information Technology Services
Services Overview
RDB Concepts is a specialist information technology services provider. Our aim is to enable organisations to be
more productive by working with them to improve their IT service levels.
We measure our success through achieving the performance and availability targets of a customer’s business
critical systems and reducing the cost of managing these systems. We achieve our success by delivering cost
effective, best-in-class expertise when and where it’s most needed.
Our team of specialists is highly experienced in implementing, supporting and managing advanced software and
database technologies on UNIX and Windows environments.
Infrastructure Monitoring and Management Services
Our Custodian*24 service is designed for customers who require ongoing monitoring or management of their IT
environments:
Operating systems, software technologies and hardware devices.
24*7 real-time monitoring all year round.
Complementary service delivery options either from our packaged solutions or custom designed.
Web enabled monitoring and alerts through the Custodian*24 portal.
Flexible contract durations.
Prices dependent on number of systems being supported and service levels required. Prices follow a sliding scale
allowing customers to benefit from economies of scale.
Consultancy and Support Services
Services for customers who need to address specific requirements/issues relating to their IT environments on an ad-hoc
basis or as part of a custom solution:
Environment Health Checks. These are used to identify the causes of a specific issue (such as a poorly performing
database), or to plan a new implementation. The deliverable is a set of recommendations to enable the client to
move forward.
Upgrade/Migration/Patch Planning and Assistance. These services enable customers to plan and implement
upgrades to their technologies or migrations to new technologies.
Performance Tuning. Used to enable customers to keep their database or applications performing at optimal levels
and can be applied on an ad-hoc basis.
Backup & Disaster Recovery Procedures. Identification and implementation of effective back up and recovery
procedures on a standalone basis or as part of a wider Disaster Recovery strategy.
IT Infrastructure Road Maps. Created to allow customers to plan IT expenditure and ensure IT capital keeps pace
with their company’s growth and requirements.
Bespoke Training. Used to provide training for all aspects of a customer’s infrastructure environment including
Operating System, Databases and the chosen backup solution.
Call Packs. These incident based support packages enable customers to resolve a number of specific issues
(multiples of 5 incidents during a fixed period) using telephone support, remote access and on-site consultancy.

Custodian*24
Infrastructure Monitoring Portal
IT professionals spend an inordinate amount of time and money installing and maintaining
system management applications.
Current solutions require so much time and effort that even the largest organisations monitor
only a fraction of their total IT investments. In turn, this forces the IT staff to tactically respond
only to the most pressing problems. This situation results in customers frustrated by poor
performance of business applications and an overwhelmed IT staff.
Custodian*24 is a web-based, 24 by 7 infrastructure monitoring service that can help improve
the quality of your IT service, while driving down operational costs. Custodian*24 monitors the
performance and availability of servers, applications, storage and network devices. Monitoring
is accomplished remotely by means of a Nagios agent installed on the server. Monitoring
both the system infrastructure and the transactions enables IT staff to quickly determine how
infrastructure problems affect the end-user experience.
Key Features
Custodian*24 provides the ability to:
Monitor a variety of applications, systems
and storage and network devices.
Map the performance of customer
transactions to backend infrastructure.
Begin monitoring new systems in minutes.
Notify the appropriate contacts with
customised alerts wherever they are.
Access performance and service level
metrics.
Key Benefits
Drive down operating costs by remotely
monitoring storage and network devices,
systems and application infrastructure.
Improve service levels by automatically
reporting service issues and notifying the
appropriate resource to take action.
Determine whether backend infrastructure
and Web sites meet SLAs by measuring their
performance and availability against defined
objectives.
Offer centralized access to reports via a
secure web portal.
Quick, easy and inexpensive to set up with
no new skills required by staff.
For more information Custodian*24, or to request a quote,

How it Works
Custodian*24 uses agent based technology that securely connects to and collects information from your
chosen elements. Industry standard protocols such as PerfMon, SNMP, HTTP, rstatd and Secure Shell (SSH)
are used. This enables data collection to be done remotely. Data is securely relayed to the web based
Custodian*24 Secure Monitoring Portal. Performance and service level data are displayed in a dashboard
format for easy interpretation.
Alerts sent through Custodian*24 are completely customisable; enabling clients to specify who each
warning is sent to within their organisation. Whenever pre-set thresholds are exceeded, real-time alerts
are sent to the appropriate contact via email or text messages direct to their phone. You can also specify
different notification and escalation policies, determining who receives alerts and what types of alerts
are sent.
Using Custodian*24, clients can measure the performance and availability for both web transactions and
infrastructure elements against service level objectives. You can specify particular goals and generate
service level graphs to show how well these goals are being met.
The Portal
The Web Portal is an important part of Custodian*24. It provides a customizable view of client systems
giving them access to reports and real time system information. The Portal can be customized to match any
website design, which enables Partner companies to sell Custodian*24 on as their product. New reports
can be added to the portal on request, making it an extremely powerful resource.
Pricing
Custodian*24 pricing is based on the number of elements that are being monitored, and the level of service
required. The service can be combined with other RDB Concepts service offerings to provide a custom
solution depending on the client’s needs.
Custodian*24 is an inexpensive and elegant solution for any organisation that needs to monitor the health
and performance of its IT environment.

Levels of Service
RDB Concepts has three main levels of service available to clients: RDB React, RDB Resolve and RDB
Manage. Custodian*24 on its own would simply provide a basic level of monitoring and alerting to assist
current IT staff. The addition of RDB React, RDB Resolve and RDB Manage allows the client to shift the
responsibility of providing continued service to RDB Concepts’ service delivery team.

Service Architecture
Based on industry leading technology, Custodian*24 is architected for maximum efficiency and security.
Custodian*24 can be deployed with no disruption to existing systems and requires no new skills. The
diagram below outlines the architecture of the service.
Supported Technologies
Operating Systems Databases Networking Devices Others
AIX SQL Server Firewalls Novell
HP-UX Oracle Routers Veritas
Linux (Red Hat, Centos, SUSE, Turbo Linux) DB2 Hubs Apache
Windows Informix Switchers Websphere
Solaris MySQL Cisco SNMP
TRU 64 Sybase Checkpoint Glassfish
Open VMS Open Edge Kerberos VMWare
Custodian*24 Architecture Diagram
Custodian*24 Production
Environment
Application
Servers
Database
Servers
Custodian*24
DR Environment
Customer Infrastructure
RDB Concepts 24 by 7
Service Desk
Application
Server
Database
Servers
Version: 1.0
Date: of Issue: 10th
June 2011

Custodian*24
RDB Manage
RDB Manage can be purchased as a bolt on to Custodian*24.
RDB Manage is a flexible service, which can be tailored specifically for a client’s environment.
The following description is a guide to a typical service level.
Benefits and Features
In addition to access to the Custodian*24 Portal, RDB Manage provides the following:
Review of the entire environment before the support
contract begins.
Daily system housekeeping:
> System availability
> Capacity monitoring
> Error monitoring, analysis and management
> System backup monitoring
> System error monitoring
> Corrective action for all supported elements is
performed
Weekly reports of all work undertaken.
Manage system state during business hours.
Perform and monitor maintenance shutdowns.
Carry out start up and perform system
sanity check.
Proactive system administration to prevent
problems from occurring.
Full administration activities.
Monitor capacity of environment.
Return the system to normal operating state after a
system failure.
Quarterly patch release report.
Annual incident and history report.
Quarterly status review meeting.
Personal technician providing a single point of
contact for the client.
Support Hours
24 by 7 support including bank holidays
Management of Generated Alerts
In the instance of the monitored system moving into a warning or critical status, Custodian*24 automatically generates an
alert. This is sent directly to the RDB Concepts team. If the alert is not acknowledged on the Custodian*24 Portal with 15
minutes, it is escalated to the next highest member of the RDB Concepts team. Alerts continue until they are acknowledged
and resolved. Critical alerts are dealt with 24 by 7 without exception.
Alerts are directed to the RDB Concepts support team who:
Take corrective action to fix the problem.
Recover the system to normal state.
Perform problem investigation and determination.
Work to prevent the problem from recurring in the future.
Custodian*24
Infrastructure Monitoring Portal
IT professionals spend an inordinate amount of time and money installing and maintaining
system management applications.
Current solutions require so much time and effort that even the largest organisations monitor
only a fraction of their total IT investments. In turn, this forces the IT staff to tactically respond
only to the most pressing problems. This situation results in customers frustrated by poor
performance of business applications and an overwhelmed IT staff.
Custodian*24 is a web-based, 24 by 7 infrastructure monitoring service that can help improve
the quality of your IT service, while driving down operational costs. Custodian*24 monitors the
performance and availability of servers, applications, storage and network devices. Monitoring
is accomplished remotely by means of a Nagios agent installed on the server. Monitoring
both the system infrastructure and the transactions enables IT staff to quickly determine how
infrastructure problems affect the end-user experience.
Key Features
Custodian*24 provides the ability to:
Monitor a variety of applications, systems
and storage and network devices.
Map the performance of customer
transactions to backend infrastructure.
Begin monitoring new systems in minutes.
Notify the appropriate contacts with
customised alerts wherever they are.
Access performance and service level
metrics.
Key Benefits
Drive down operating costs by remotely
monitoring storage and network devices,
systems and application infrastructure.
Improve service levels by automatically
reporting service issues and notifying the
appropriate resource to take action.
Determine whether backend infrastructure
and Web sites meet SLAs by measuring their
performance and availability against defined
objectives.
Offer centralized access to reports via a
secure web portal.
Quick, easy and inexpensive to set up with
no new skills required by staff.

Custodian*24
RDB Resolve
RDB Resolve can be purchased as a bolt on to Custodian*24.
RDB Resolve is a flexible service, which can be tailored specifically for a client’s environment.
The following description is a guide to a typical service level.
Benefits and Features
In addition to access to the Custodian*24 Portal, RDB Resolve provides the following:
Support Hours
08:00 to 18:00 working days only
Management of Generated Alerts
In the instance of the monitored system moving into warning or critical status, Custodian*24 automatically generates an
alert. Clients can configure the Portal to determine where each level of alert is sent. Two configurations are stored, both
inside and outside of the designated support hours.
During Supported Hours
Alerts are directed to the RDB Support team who:
Take corrective action to fix the problem.
Recover the system to normal state.
Outside of Support Hours
Alerts are directed to a nominated member of the client’s team.
Review of the entire environment before support
contract begins.
Daily system house keeping:
> System availability
> Capacity monitoring
> Error monitoring, analysis and management
> System backup monitoring
> System error monitoring
> Corrective action for all supported elements is
performed
Monthly reports of all work undertaken.
Manage system state during supported hours.
Perform and monitor maintenance shutdowns.
Carry out start up and perform system sanity check.
Proactive system administration to prevent
problems from occurring.
Full administration activities
Monitor capacity of environment
Return the system to normal operating state after a
system failure.
Quarterly patch release report.
Annual incident and history report.
Quarterly status review meeting.
Personal technician providing a single point of
contact for the client.

Custodian*24
RDB Service Desk
The RDB Service Desk is a 24 by 7 service, offering different levels of call handling and a flexible
approach to enable clients to scale easily as their call volumes increase. Utilising the market leading
product ServiceNow enables RDB Concepts to offer a highly flexible service.
Key Features
Operating 24 by 7, 365 days per year
Individual OLA/SLA’s provided for client
Web portal for clients to view and log calls
Flexible and scalable service, tailored to the clients requirements
Named Account Manager
Key Features
Level 0
> Raise issues and forward to third parties. Manage issue through to completion and provide
monthly management reports. There is no issue resolution included at this stage.
Level 1
> Raise issues and provide first line support. When necessary, handover to third parties and
manage issue through to completion. Provide monthly management reports.
Level 2
> Raise issues and provide second line support. When necessary calls will be handed over to third
parties and managed through to completion. Reports will be produced monthly or weekly.
Level 3
> Raise issues and support through to completion, including passing on and managing
communication with final line support companies (such as Oracle, IBM etc). Reports will be
produced weekly or daily if requested.

Custodian*24
RDB React
RDB React can be purchased in addition to Custodian*24, or as a stand-alone item. RDB React offers
a low cost, high value option to clients requiring 24 by 7 support for their environment.
RDB React is a flexible service, which can be tailored specifically for a client’s environment.
Definition
RDB React is defined as a collection of Support Units available on one or more environments for a
period of 12 months.
Each unit covers the period of time from when RDB Concepts is contacted through to when the issue
has been resolved, however is limited to a 24 hour working time limit.
RDB React units are available in 5, 10, 25 and 50 units and cover a wide range of technologies.
A unit is classed as exhausted whether the issue is resolved over the phone, remotely, via an onsite
visit or required third party intervention.
Support Hours
24 by 7 support including bank holidays
How it works
Call Packs are totally reactive – we must be contacted as no monitoring or system checking is provided with
this option, unless purchased in addition to Custodian*24 and Service Desk.
Once contacted, support is initially provided through a remote connection. If it is not possible to resolve the
issue in that way, a consultant will be sent to the client site within a sensible time frame.
Each unit is available 24 hours, 7 days a week. The client is provided a support number, email address and
escalation procedure upon receipt of a purchase order. At that time, the RDB React service will commence.
A Health Check may be required for new customers to enable a complete set of working documents to be
established.

Partnering with RDB Concepts
RDB Partner Program
There are increasingly large numbers of hardware vendors, software vendors, systems integrators and hosting
companies all over the world utilizing different technology stacks to fulfill different client needs.
The requirement for a quality service provider is becoming increasingly more important. Our aim is to engage with
new channel partners to enable them to improve the quality of their service portfolio. Going forward to offer support
to our partners that will enhance their own business.
Building solutions is our business. Helping our clients plan for their future and helping our partners deliver quality
solutions that fit their clients is our main goal.
As a result we are fully committed to growing our existing partners’ channels not just in the UK but also within the
global market.
RDB Channel Strategy
Our global strategy is solely dependent on our successful partner community. If our partner program is to succeed
we must have:
Solid Communication
Complete Integration
Trust
Integrity
Honesty
RDB Concepts Partner Program
Once you become a member of the RDB Partner Program, you will be granted full access to the RDB Concepts Sales
Centre, where a team of people are on hand to take your call and assist with all RDB Service enquiries, as well as demo
access to the Custodian*24 portal which enables you to demonstrate the power of the monitoring service to your clients.
Customers no longer simply seek to purchase a single piece of technology – such as a server or application – they want to
invest in a solution that assists them in their chosen direction.
Benefits of Partnering
Exclusive access to the RDB Concepts partner portal (RDB Connect).
Access to qualified pre-sales technicians and a partner manager who will ensure you have access to the right
people within the organization when you need them.
Access to all of our marketing material.
An introductory meeting with RDB Concepts to explain the theory behind our services.
Sales training to increase productivity and provide technical competence around the new topics.
An increase to revenue streams by enabling you to sell a new range of services and products that compliment your
products and services and add specific value.

The Supplier will take all reasonable measures to avoid
disclosure, dissemination or unauthorised use of Confidential
Information, including, at a minimum, those measures it
takes to protect its own confidential information of the same
or a similar nature. The Supplier will segregate Confidential
Information from the confidential materials of third parties to
prevent comingling.
The Supplier may not remove any Confidential Information
relating to RDB, or its customers from the RDB offices without
prior written consent. This includes, but is not limited to,
financial reports, hard or soft copies of data. The Supplier
may not email Confidential Information, store Confidential
Information on a computer or hard drive that does not belong
to RDB or remove any equipment from the RDB offices that
belongs to RDB.
4. Supplier Personnel
4.1 The Supplier will restrict the possession, knowledge and use
of Confidential Information to its employees, Suppliers and
entities controlled by it (“Personnel”) who:
(i) have a need to know Confidential Information in connection
with the parties’ business relationship; and
(ii) have executed written nondisclosure agreements
obliging them to protect the Confidential Information on
the same terms as those which bind the Supplier under
this Agreement.
4.2 The Supplier will ensure that its Personnel comply with this
Agreement and their respective non-disclosure agreements.
5. Disclosure to Governmental Entities or
Regulatory Authorities
5.1 The Supplier may disclose Confidential Information as
required to comply with binding orders of governmental
entities or regulatory authorities that have jurisdiction over it,
provided that the Supplier:
(i) gives RDB reasonable written notice to allow RDB to seek an
injunctive order or other appropriate remedy;
(ii) provides any assistance which RDB may reasonably require
in order to secure such order or such remedy (with the
Supplier’s expenses reasonably incurred in providing such
assistance to be reimbursed by RDB);
(iii) discloses only such information as is required by the
governmental entity or regulatory authority; and
(iv) uses commercially reasonable efforts to obtain confidential
treatment for any Confidential Information so disclosed
Agreed Terms
These terms and conditions (the “Conditions”) in the Agreement (this
“Agreement”) set out the basis on which the confidential information
of RDB Concepts Limited (“RDB”) is disclosed to a person, firm or
company currently engaged in, considering, or being considered for
a business relationship with RDB (the “Supplier”).
1. Confidential Information
1.1 As used in this Agreement, “Confidential Information” means
all information which relates to the operations or business
of RDB, whether disclosed to the Supplier by RDB or by a
third party and which is designated as confidential or which,
given the nature of the information or the circumstances
surrounding its disclosure, should reasonably be considered
to be confidential. Confidential Information includes,
without limitation:
(i) information relating to RDB’s technology, customers, business
plans, promotional and marketing activities, finances and
other business affairs;
(ii) third-party information that RDB is under an obligation to keep
confidential; and
(iii) the nature, content and existence of any agreement,
discussions, transactions or negotiations between RDB and
the Supplier.
Confidential Information may be contained in tangible
materials, such as drawings, data, specifications, reports
and computer programs, or may be in the nature of
unwritten knowledge.
1.2 In consideration for RDB’s agreeing as it sees fit to disclose
Confidential Information and to allow the use of the
Confidential Information according to this Agreement, the
Supplier agrees to be bound by this Agreement.
2. Exclusions
2.1 Confidential Information does not include any information that:
(i) is or becomes publicly available without breach of this
Agreement;
(ii) can be shown by reference to a written document to have
been known to the Supplier at the time of its receipt from RDB;
or
(iv) can be shown by reference to a written document to have
been independently developed by the Supplier by a means
other than through its access to any Confidential Information.
3. Use of Confidential Information
3.1 The Supplier may use Confidential Information only for the
purposes of the actual and/or proposed business relationship
between the Supplier and RDB. Without limitation, the
Supplier shall not directly or indirectly use any Confidential
Information to solicit or appropriate any of RDB’s customers or
any actual or potential business of RDB. Except as expressly
provided in this Agreement, the Supplier will not disclose
Confidential Information to anyone without RDB’s prior written
consent.

6. Ownership of Confidential Information
6.1 All Confidential Information will remain the exclusive property
of RDB. RDB’s disclosure of Confidential Information under
this Agreement will not constitute an express or implied
grant to the Supplier of any rights to or under RDB’s patents,
copyrights, trade secrets, trademarks or other intellectual
property rights.
7. Notice of Unauthorised Use
7.1 The Supplier will notify RDB immediately upon discovery of
any unauthorised use or disclosure of Confidential Information
or any other breach of this Agreement. The Supplier will co-
operate with RDB in every reasonable way to help RDB regain
possession of such Confidential Information and prevent its
further unauthorised use.
8. Return of Confidential Information
8.1 The Supplier will return or destroy all tangible materials
embodying Confidential Information (in any form and
including, without limitation, all summaries, copies and
excerpts of Confidential Information) promptly following RDB’s
written request. At RDB’s option, the Supplier will provide
written certification of its compliance with this Clause 8.
9. Injunctive Relief
9.1 The Supplier acknowledges that disclosure or use of
Confidential Information in violation of this Agreement could
cause irreparable harm to RDB for which monetary damages
may be difficult to ascertain or may be an inadequate remedy.
The Supplier therefore agrees that RDB will have the right, in
addition to its other rights and remedies, to seek and obtain
injunctive or other equitable relief for any breach or anticipated
breach of this Agreement.
10. Scope and Termination
10.1 This Agreement is intended to cover Confidential Information
received by the Supplier both prior and subsequent to the
commencement of the business relationship. This Agreement
will terminate automatically upon the completion or
termination of the business relationship between the Supplier
and RDB; provided, however, that the Supplier’s obligations
with respect to the Confidential Information will survive for
three (3) years following such completion or termination.
11. Miscellaneous
11.1 This Agreement will not create a joint venture, partnership or
other formal business relationship or entity of any kind, or an
obligation to form any such relationship or entity. Each party
will act as an independent contractor and not as an agent
of the other party for any purpose, and neither will have the
authority to bind the other.
11.2 This Agreement constitutes the entire Agreement between the
parties relating to the matters discussed herein and may be
amended or modified only with the mutual written consent of
the parties. Each party’s obligations hereunder are in addition
to, and not exclusive of, any and all of its other obligations and
duties to the other party, whether express, implied, in fact or in
law. Subject to the limitations set forth in this Agreement, this
Agreement will inure to the benefit of and be binding upon the
parties and their respective successors and assigns.
11.3 Any failure by RDB to enforce the Supplier’s strict performance
of any provision of this Agreement will not constitute a waiver
of RDB’s right subsequently to enforce such provision or any
other provision of this Agreement.
11.4 If any provision of this Agreement is held to be invalid, such
invalidity will not affect any other provision of this Agreement
that can be given effect without the invalid provision. Further,
all Conditions of this Agreement will be deemed enforceable
to the fullest extent permissible under applicable law, and,
when necessary, the court is requested to reform any and all
Conditions or conditions to give them such effect.
11.5 The formation, existence, construction, performance, validity
and all aspects of this Agreement shall be governed by
English law and the parties hereby submit to the non-exclusive
jurisdiction of the English courts.
IN WITNESS WHEREOF, THE PARTIES HERETO HAVE CAUSED THIS AGREEMENT TO BE DULY
EXECUTED AS OF THE FIRST DATE ABOVE WRITTEN.
Signed for and on behalf of
......................................................................................................
Name: ...........................................................................................
Title: ..............................................................................................
Date: .............................................................................................
Signed for and on behalf of RDB Concepts
......................................................................................................
Name: ...........................................................................................
Title: ..............................................................................................
Date: .............................................................................................

Address
RDB Concepts
11 Phoenix Park,Telford Way,
Coalville, Leicestershire
LE67 3HB
Contact
Tel: +44 (0) 1530 837 985
Fax: +44 (0) 1530 838 091
Email: sales@rdb-concepts.com
General Enquires
Telephone: +44 (0) 1530 837 985
Fax: +44 (0) 1530 838 091
Support
Telephone: +44 (0) 1530 510 267
Email: support@rdb-concepts.com

RDB0013_Partner Book_03_WR

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