Total Care

Ensuring youget maximumreturn fromyour Auto-IDinvestment

Zetes Total CarePROACTIVE. CONSULTATIVE. FLEXIBLE

CONTENTSUnique, consultative approachFlexible service and support optionsTotal CareZetes Service Delivery Management

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Unique

A proactive approach means youget the most from your auto-IDtechnology investment At Zetes, we understand our customers expect value formoney. Success in today’s business environment means acareful balancing act between strategic investments intechnology to enhance operational productivity andprudent cash management. Any expenditure has anopportunity cost and needs to be justified with a soundbusiness case.

Adding value with service deliverymanagementOur proactive service delivery management and supportteam works closely with customers to make sure you areusing your auto-ID technology as effectively as possible andact as an early warning system, identifying problems beforethey become an issue.

As a system integrator, Zetes consistently demonstratestechnical excellence in all aspects of auto ID and wedeliver customer service and support according to thesame best of breed, solution focused philosophy. We aimto add value to your business, with a consultativeapproach and the widest possible array of service andsupport options tailored to your exact requirements.

Whether your need is for basic return to depot hardwaremaintenance or full solution managed services withservice delivery management, the only aspect of Zetes’support offering that could be described as standardisedis our relentless pursuit of excellence and achievementof the highest performance standards.

Best Practice Based on ITIL PrinciplesAt the heart of Zetes’ customer support is a structuredapproach to service and support delivery based on ITIL(IT Infrastructure Library) principles. Originally createdby the UK Government, ITIL is now globally regarded as abest practice framework by establishing a businessmanagement approach to the provision of IT services andadded value in the form of Service Managementcapabilities. A key benefit to customers of Zetes using thisapproach is service transition, marking the clear evolutionfrom the development / implementation phase intosupport with a controlled handover, supportdocumentation and training.

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CONSULTATIVEAPPROACH

Our Promise Set on RecordWe assign the same level of flexibility and customisationto our Service Level Agreements (SLAs) as we do to thechoice of support options available. Taking a proactiveapproach we create a tailored SLA that meets yourprecise needs – from Time & Materials based services tofully inclusive managed service agreements withguaranteed response times, providing a fixed total costof ownership. In-built Key Performance Indicators (KPIs)measure performance standards on an ongoing basis. Arange of fully tailored customer reporting options providethe basis for continuous service improvement plans.

Our Reputation Spans the WidestRange of Industry PartnersWe provide full support for Motorola, Zebra, Intermec,Honeywell, Datalogic, Psion, SICK, Datamax and Printronix.At all times, Zetes works closely with either the OEM orapproved service partner to deliver the highest qualityservice using original parts and recognised processes.

Enhancing these partnerships throughout EMEA are Zetes’own internal workshops, in which industry qualifiedspecialists commission and configure both new andrepaired equipment. Our aim is to deliver products whichare immediately ready for use on arrival at thecustomer’s site. Our fully equipped and stocked internalrepairs workshop has also been accredited as anAuthorised Vocollect and Repair Centre, an IntermecGlobal Services Partner and we are the only AuthorisedIND Repair Centre in the UK.

• Motorola Premier Solutions Provider

• Zebra Premier Partner

• Vocollect Solution Provider

• Intermec Honours Premier Partner & Global Services Partner

• Datamax Pan-European System Integration Partner

• IND “Authorised Repair Centre”

“Having used Zetes’ hardware support serviceover many years we have found it professional, efficient and reliable in delivering to ourexpectations as a customer”

Paul Briscall, Business Systems Manager, Ideal Stelrad Group

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Flexible

Effective Incident Management Whether a customer calls Zetes support purely forhardware maintenance, application software support orissues relating to a complex solution, the initialreporting, logging, routing, tracking and escalation ofevery call is essential. Our primary aim is always theearliest possible resolution of any issue and fullrestoration of service with the least inconvenience to theuser. All Zetes support customers have the ability to logany incident electronically and we also provide theoption to speak directly to our specialist Service Desk,all of whom have full access to our integrated contractsand incident management system.

Multinational Support Multinational customers will benefit from Zetes' networkof support centres with strong presence in 16 countriesworldwide. This enables Zetes to deliver localised orcentralised support models that cater to the needs of thecustomers in a fast and effective manner. Additionally,the expertise of specialist Guide Partners is available tocustomers.

Single contract and service management with a localtouch allows for unparalleled service tailored to yourbusinesses needs.

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SERVICE ANDSUPPORT OPTIONS

Zetes offers a service delivery and support option to suitevery business need.

Hardware Maintenance A key element of our hardware maintenance packageincludes the provision and management of “buffer stock”which can be owned by either Zetes or individualcustomers. Holding ready to go, pre-commissionedbuffer stock ensures we are able to keep disruption andservice downtime to an absolute minimum.

Options include:

• Warranty and Extended Cover.

• 5 Day Return to Depot Repair – Just 5 days afterreceiving your faulty product, we will ship fullyrepaired and commissioned products back to you.The entire process is managed by Zetes.

• Fully Comprehensive Repair – Incorporates the 5 DayDepot Repair service plus up to 100% accidentaldamage cover. This option gives customers clear totalcost of ownership.

• Advance Exchange – Using either Zetes or customerowned buffer stock we offer a next day replacementservice. By managing buffer stock centrally wereduce your capital expenditure.

• Emergency Exchange – Again using buffer stocks butwith next day advanced replacement and collectionvia specially selected technical courier partners. Thisoption both minimises down time and protects yourassets.

• 8 + 8 Onsite (4 + 4 Onsite also available) – Especiallyvaluable for large or fixed equipment such as scannersor printers; within 8 hours a Zetes engineer performsonsite diagnostics and a unit is either repaired orswapped out within a further 8 hours. 4 + 4 Onsiteoffers even faster problem resolution.

• 24/7 Engineering – A pre-requisite for mission criticalwireless infrastructure.

Additional services include Site Surveys and proactiveMaintenance Health Checks including BatteryMaintenance, Server Hosting and Remote DeviceManagement to ensure your facility’s infrastructure isoptimised according to current capacity requirements.

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Efficient

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Detect recurring issues

Detect buffer-depletion

Spot site-variances

Analyse down-time

Root-/Cause Analyses

Reporting & Trend Analysis

Facilitate buying-process

Monitor local needs

Protect product strategy

Certified equipment only

Manage exceptions

Shopping list

Create visibility

Track asset migration

Manage the estate

RMS Workflow Mgt

Track Repair Status

Monitor SLA performance

Operational Leasing

Asset Mgt

Configuration and staging

Security Monitoring

Geo-fencing

Use-monitoring

Remote qualification

Pro-active resolution

Remote bug-fixing

Estate upgrades

Remote TechnicalManagement

Zetes Total Care Web Portal The centrepiece of the Zetes Total Care Services is our multi-functional portal that is available as a value added service.The portal assists in many ways, optimising service and availability of the deployed estate. It also enables efficient root-cause analysis of recurring issues and facilitates effective asset-management.

Multi-level User-accessMultiple levels of users can be defined within yourorganisation with different rights and data access.

Web-based Asset- & RMAManagement Through a secure web-page login, users can access,according to their rights, detailed estate information forindividual or multiple sites. Typical informationincorporates the date of first use, the end-date of thesupport contract, the serial number of each device etc.

Key benefits:• Reduce overhead administration

• Avoids loss of time

• Eliminates human errors

Customised Shopping-listThe portal can also include a customised shopping-listaccording to the standard equipment and accessoriesfrom the basis of the agreed project lifetime terms andconditions.

EFFECTIVETECHNICALSUPPORT

Software Solutions Support Fundamental to good software solution support isconfiguration and change management. And as withhardware support, structured incident management isthe starting point for dealing effectively and efficientlywith all software issues.

As soon as our support desk receives a customer call,logged “tickets” are allocated to the most appropriatemember of the Technical Support team to undertakeProblem management, with a defined priority level.Our Technical Support Team are industry specialistscovering multiple disciplines and software languages, withfull access to customer specific data. We either obtainremote access or use virtual machines simulating thecustomers’ environment allowing the technical team to:-

Zetes Technical Support Team has the full backing of ourin house professional services and development teams ofbusiness process consultants, solution architects,software developers.

We have expertise in the following: Visual C#, Visual C++,Visual Basic (frameworks including ASP.Net Compact

Framework, Active X), SAP’s ABAP, Java/Open Sourcewith Java and J2EE (frameworks including Spring, Strutsand Hibernate), WebApps, & Mobile Apps, DBAs and VoiceConsultants.

In addition, we also have priority access to both ZetesEuropean Competence Centre, our internal R&D facility,plus swift access to our technical partners’ developmentteams.

All Zetes software support agreements also provide bugfixes and maintenance releases as standard to ensurecustomers always have access to the latest version.

For mission critical solutions or distribution centresoperating extended hours, a few lost hours can have ahuge impact on performance. Zetes offer extendedhours technical support as required.

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“Application support is very user friendly; Zetes are quick to

establish a good relationship with system users and give a great service...

“Technical staff are keen to fix problems and they always stay with you until the issue is solved...

“Training is so good you don’t need to use it often, but when it’s required, it’s always excellent.”

Ray Winter, Head of RiskManagement at Ryman

Zetes ServiceDeliveryManagement

As a Zetes Total Care Customer, you get a dedicated teamfor commercial and operational support plus access toour help desk and highly skilled technical specialists, allmanaged seamlessly by an experienced Service DeliveryManager.

Our aim is to ensure you see a clear return from yourinvestments through improved productivity, efficiencyand data accuracy. Should you experience performanceissues, Zetes will provide both an immediate solution andactively analyse call logs and past trends to address rootcauses and prevent a wider problem from occurring.

Total Care comprises a broad range of value-added,enhanced features which can be tailored according tothe precise needs of individual customers andbenchmarked against KPIs included within your ServiceLevel Agreement (SLA). For a modest additional fee,Zetes will provide extended support includingequipment pre-configuration and commissioning,extended 24/7 Service Desk, proactive health checksand periodic service reviews to ensure your facilitieshave the best possible infrastructure, plus full asset andservice delivery management – as part of the all-inclusive Total Care service.

Don Marshall, Deputy CustomerDistribution Manager

DS West, IKEA

“Zetes software and hardware form a key part of our Home Delivery

Service which means we rely on them for round the clock system support.

They have always delivered an excellent service and we particularly value their flexible, can-do approach.”

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ZETES TOTAL CARE PROVIDESTHE ULTIMATE LEVEL OF SERVICE

Zetes also offers a wide range of training options including‘train the trainer’ and tailored management reporting.

We believe attention to detail is important to our customersand the care we take to deliver the best possible service andsupport really sets us apart from other providers.

Why Zetes Total Care?

• Flexible service delivery and support packages tailored for each customer

• A Service Delivery Manager focussed on your requirements

• Service levels, KPIs and tailoredreporting monitors performance and helps drive positive change

• A single source for all service needs – one number to call

• Fully Managed Service offering across full portfolio

• Transparent service contracts provide clear total cost of ownership (TCO)

• Our reputation as experts in auto ID

• Backing of a pan-European infrastructuremeans peace of mind for you.

WE FOCUS ON OUR CORE COMPETENCIESSO YOU CAN DELIVER ON YOURS.

SERVICE DESK: 0845 2303500 E-MAIL: [email protected]

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Zetes Ltd United Kingdom

HorizonHoney LaneHurleyMaidenheadSL6 6RJT: + 44 (0) 1628 501 800F: + 44 (0) 1628 501 896www.zetes.co.uk

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