Managed Services. True Managed Services What’s the Difference? Monitoring Software sits on customer network and “watches” Software alerts based on pre-defined.

Managed Services

True Managed Services

What’s the Difference?Monitoring

• Software sits on customer network and “watches”

• Software alerts based on pre-defined list of attributes

• Issues presented to client and if need be, truck is rolled to resolve issue.

• Priority Queue• Smaller MSPs

Management

• Software sits on customer network and “watches”

• Software alerts based on pre-defined list of attributes

• Issues are handled by 3rd party helpdesk

• Client receives reports • Upgrades recommended at

time of failure• Most MSPs

ProServ

• Systems watch customer environments

• System alerts based on pre-defined list of attributes

• System attempts to resolve issue without any interaction

• 3rd Party handles reactive, then creates plan to completely alleviate issue in future

• 3 Year technology plan with budgeting and quarterly meetings

True Managed Services

How We Stand Out

• Dedicate 10x more internal resources to proactive than reactive support

• Automated tools manage systems and fixes• Internally developed management system • Close 800x more proactive tickets than reactive• 1/3 The cost of larger MSPs• 25% of all profits go to improving systems• Managed based on SLA• NO CONTRACT

The Modern Office

Maintenance Services

Maintenance Services

• RoomServ Extended Warranty/Maintenance

Maintenance Services

• Fixed cost service plan• Purchased with

equipment– Also available for

equipment outside of the manufacturer warranty period

• Features:• Phone Support & Trouble Shooting

(Tier 1)• Onsite Support (Tier 2)• Priority Service Level• Travel Time/Mileage• Warranty Management

• Returns processing

• Equipment Repair or Replacement• Equipment Removal & Reinstallation

• Benefits:• Budgeting simplicity• Removes risk of unforeseen service

expenses• Single point of contact• Peace of mind

Maintenance Services

RoomServ vs. Manufacturer WarrantyService Description Manufacturer RoomServ

Phone Support X* X

On-Site Service X

Equipment Removal X

Equipment Repair/Replacement X* X

Service Parts Coverage X* X

Equipment Reinstallation X

Travel Time/Mileage X

Fixed Cost Service X

* Limited Coverage – while under manufacturer warranty.

Maintenance Services

RoomServ vs. Time & MaterialsSERVICE DESCRIPTION RoomServ TIME & MATERIALEmergency Response Time 4 Business Hours Best Effort

Non-Emergency Response Time 8 Business Hours 3-5 Business Days

Maintenance Coverage Hours Standard Business Hours Standard Business Hours

No Trouble Found & Operator Error Service Calls $50 Billable

Service Parts Coverage No Charge Billable

Replacement of Defective Equipment No Charge Billable

StayBrite Preventative Maintenance Optional Billable

Software/Firmware Patches No Charge Billable

Trip/Mileage Charges No Charge Billable

Hot Spare Equipment Optional Not Covered

User and/or Administrator Training Billable Billable

Acts of God (Secondary System Coverage) Not Covered Not Covered

Remote Programming Billable Billable

Maintenance Services

StayBrite Preventative Maintenance

Maintenance Services

• Preventative maintenance• Conducted to keep

equipment working• Extends the life of

equipment• Ensures greater return on

investment

• Features:• Scheduled during seasonal breaks• Onsite Service• Testing and trouble shooting• Detailed report of findings by room

• Equipment make/model/type• Problems discovered• Required service, parts, and pricing

• Benefits:• Identify problems prior to peak

need• Decreased service expenses• Increased utilization• Increased return on investment• Peace of mind

Maintenance Services

• Discovery– Scheduled meeting w/ customer– Determine goals– Facilities walk-through– Document initial findings

• Provide Scope of Work– Scheduled meeting w/ customer– Detailed project plan & pricing– Success Criteria

• Schedule Services & Resources– Create project schedule w/ customer– Project Manager provides SPOC

StayBrite Preventative Maintenance Process • Perform StayBrite Services

• Clean equipment• Power on and test equipment• Inspect components and connectivity• Adjust settings, realign, perform basic

fixes• Identify and document findings

• Project Review• Scheduled meeting w/

customer• Provide final documentation

• Gap Analysis by room• Proposed remediation and pricing

Maintenance Services

Volume Service Purchase Agreement

Maintenance Services

• Provides customers a flexible service umbrella that lowers long term labor expenses.

• Customers who purchase VSPA’s receive preferred service status and savings based on advanced payment.

• Features:• Phone Support & Trouble Shooting (Tier 1)• Onsite Support (Tier 2)• Priority Service Level• Warranty Management

• Returns processing

• Equipment Removal• Equipment Reinstallation

• Benefits:• Lowers service labor expenses• Decreases administrative burden• Single point of contact• Does not expire until service hours are used• Peace of mind

C-it

Thank You

(888)834-9711

www.c-it.cc

211 Breighton Drive, Unit 8Shelbyville, KY 40065