Arch Technology Solutions provides alternative IT maintenance services as a leading provider, supporting over 75,000 product SKUs for major government and private sector clients. They offer cost-effective maintenance coverage as a replacement for OEM service contracts, including 24x7 US-based technical support, advance hardware replacements, and tailored service levels. Examples of support levels include 8x5 next business day hardware replacement or 24x7 same business day hardware replacement. The benefits of Arch services include significantly reduced costs, consolidated coverage under one contract and contact, guaranteed problem resolution, and reduced downtime.

2. 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

3. 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

4. Supported OEM’s

5. Some Supported Clients

6. 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

7. 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

8. 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

9. 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

10. 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%

11. 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

12. 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