Making networks work together

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Making networks work together

  1. 1. Introduction Arch Technology Solutions – Formerly SMC Electronics, formed in 1988 – A leading provider of alternative IT maintenance services – ISO 9001 Compliant Facilities and Laboratories – Supporting over 75,000 product SKU’s – Supporting major Government and Private Sector end- users and resellers
  2. 2. What we do • Cost effective IT maintenance service coverage – Replacement for OEM Service Contracts (i.e. Cisco SMARTnet ®) – 24x7 US based Technical Support Center (TAC) – Advance hardware replacements – OEM Certified technicians – Tailored Service Offerings
  3. 3. Supported OEM’s
  4. 4. Some Supported Clients
  5. 5. Terms Guideline • EOL – End of Life: equipment that the manufacture is no longer willing to support. Devices reach EOL status typically 5 years after initial sale • OEM – Original Equipment Manufacturer • TAC – Technical Assistance Center: toll free call center where the customer can contact certified technicians • Advance Replacement – Replacement for defective hardware is sent to the customer in advance of Arch receiving the defective gear
  6. 6. Example Support Levels • 8x5xNBD – Toll-free phone support 8 hours a day 5 days a week with Next Business Day advance hardware replacement • 8x5xSBD – Toll-free phone support 8 hours a day 5 days a week with Same Business Day advance hardware replacement .. continued
  7. 7. Example Service Level’s cntd. • 24x7xNBD – Toll-free phone support 24 hours a day 7 days a week with Next Business Day advance hardware replacement • 24x7xSBD – Toll-free phone support 24 hours a day 7 days a week with Same Business Day advance hardware replacement • 24x7x4 – Toll-free phone support 24 hours a day 7 days a week with 4 hour advance hardware replacement
  8. 8. Example Service Level’s cntd. • Tailored Solution – Coverage solutions can be customized • 1 Contract, 1 Contact – All equipment under 1 contract and 1 contact number
  9. 9. The Arch difference • Coverage of multiple manufacturers under 1 coverage umbrella • Support of End of Life and legacy equipment • Support of grey market and used equipment • Support of 3rd party memory, WIC’s and VIC’s • Blended contract options with OEM services • No cost recertification procedures for lapses in coverage • Flexible payment terms • Average savings to the customer of 20-30%
  10. 10. Operations Management • Case Management – Tier 1-3 toll free support, Tier 4 OEM failsafe support • Predetermined conference calls – Scheduled calls with the customer • Critical problem resolution – Expedited case management at no cost • Problem root-cause analysis – Analysis and resolution of root issue • No cost Fail Safe – Escalation to OEM support at the cost of Arch for unresolved cases
  11. 11. And the benefits • Significantly reduced cost • 1 contract, 1 contact for all IT related equipment • Guaranteed problem resolution • Customer initiated escalation • Reduced down time • Streamlining IT costs • Yearly, quarterly, and monthly billing

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