YOU ARE DOWNLOADING DOCUMENT

Please tick the box to continue:

Transcript
Page 1: Stg Presenation

IT Maintenance &

Support Services

Low Cost

High Performance

One Source

Page 2: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 2

Company Overview

Company Overview Over 23 years of experience

• Maintenance and support services for information technology products

Acquired G2G in 2006• Network of over 6,000 certified engineers • Dispatched through a web-based management system• Nationwide availability covering North America

Multi-vendor support• IBM, SUN, HP, Dell, EMC, Cisco, STK, Unisys and others

50,000 square foot corporate campus in Phoenix, AZ• 12 Regional Distribution points throughout the U.S.

Over 200,000 pieces of equipment under contract

Page 3: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 3

Coverage

Fast, Reliable IT Service Across the United States

Multiple levels of local and regional technical and logistical support allows STG to cover your IT needs throughout the country.

Page 4: Stg Presenation

Locations: Current Customers

Page 5: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 5

Coverage

Current Dispatch Locations:

Covering 100% of the US and its territories / 94% of US Zip Codes with no trip charge.

Page 6: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 6

STG Signature Service Model

Page 7: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 7

Support Solutions

Signature Support Solutions: On-Contract Services

• Fixed inventory and cost

• Risk totally borne by STG

• Large installations (HQ or data center)

On-Demand Services• No committed monthly cost

• Customer in control of repairs

• Satellite offices or mobile workers/equipment

The combination of these two offerings is unique. The capability of STG to service the large multi-campus environment to the remote office worker nationwide is unparalleled by an independent service organization today.

Page 8: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 8

Support Solutions

On-Contract Hardware Repair/Maintenance

Provide Break/Fix on almost all computer hardware equipment Can supply a dedicated support team if needed, which may

include on-site engineers Use certified, credentialed employees Support critical IT systems Extend the use of EOL equipment Take responsibility for ALL computer equipment

• Sub-contract specialty devices to partners or OEMs

• Sub-contract any specialty needs to partners

• 24X7 on-site support is typical

• As little as 1 hour response

• Optionally provide OS support as well

We support all major brands of equipment.

Page 9: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 9

Support Solutions

On-Contract Hardware Repair/Maintenance Large mainframe installations with peripherals Mid-range proprietary systems

• IBM AS400s, RS6000, SUN systems, etc.

Storage devices – SAN, NAS Tape drives/libraries Unix and Win-tel servers Desktop PCs and monitors Laptops Printers – all manufacturers

• Black and white and color

Miscellaneous equipment• Scanners

• Plotters

Page 10: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 10

Support Solutions

On-Demand Support Services

Many more services than just break/fix• Includes hardware and software maintenance

• Support more than just office equipment

Nationwide team in place• Highly skilled with quality controls

Contract of choice for some customers Geared toward corporate customers Integrated solution with On-Contract approach

Page 11: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 11

Support Solutions

Signature OS Software Support

System management and administration Remote system management U.S. Based service desk Migrations and upgrades Patching Patch Management OS installation management New device intervention Additional support to help tune the OS

specifically for business applications

Page 12: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 12

Signature Project Management

Signature Project Services

Fixed priced approach Shifts risk to STG

Meet critical timelines and goals for:• Deployments (refreshes)

• Install, moves, adds, changes (IMACs)

• Hardware upgrades

• Hardware inventories

• Equipment removal and certified data destruction

Web-based project progress and

tracking available for larger projects

Page 13: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 13

Performance Metrics

All calls must be acknowledged quickly, some in as little as 15 minutes

All repairs must be completed promptly, some in as little as 2 hours

MTTRD (Respond)

MTTRE (Repair) Total % MTTRD % MTTRE

Category A 120 109 121 99.17% 90.08%Category B 190 182 191 99.48% 95.29%Category C 7 7 7 100.00% 100.00%Category D 4 4 4 100.00% 100.00%Category E 36 35 36 100.00% 97.22%Category F 491 486 492 99.80% 98.78%Category G 12121 12095 12134 99.89% 99.68%Category H 43 41 43 100.00% 95.35%Category I 227 227 234 97.01% 97.01%Category K 388 386 388 100.00% 99.48%Category L 1295 1278 1297 99.85% 98.54%

Totals 14922 14850 14947 99.83% 99.35%

Performance Study: Sacramento County keeps “score card” reporting, based on their SLA

Page 14: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 14

Our Experience

Logos below represent some of STGs customers.

Page 15: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 15

Signature Support

Line Item Pricing Model Takes the complexity out of pricing Support pricing based on SLA with uplifts for

enhanced services Numerous SLAs available Flat pricing by model for many types of devices Easy to understand invoices based on price quotes Inventory changes clearly identified Fixed multi-year pricing

Page 16: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 16

Signature Value

The Value of a Single Solution Provider The right contract vehicle for each customer’s environment Experienced field service technicians with National Coverage Work flow management technology with call center integration

capabilities Web-based portal for customer interactions Automated End User/Customer Service Metric Management Easy Escalation process for critical problems

• Will escalate to OEM if needed at our expense On-Site spares / Repair or replace commitment Standardized National pricing for On-demand services Flexible coverage pricing and reasonable T&M rates Lower pricing than OEMs and most competitors.

Page 17: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 17

Expect More From STG

STG Brings It All Together With Our Signature Support

Reduce business exposure from technology failures Quality trusted by our clients Improved resource management Improved customer satisfaction Gain and sustain a competitive advantage Mitigate business risk Extended support and improved service level Lower operating costs Streamline and consolidate support services

Page 18: Stg Presenation

2424 W. Desert Cove Ave. (800) 229-7900Phoenix, AZ 85029 www.sigtechgrp.com Slide 18

Expect More From STG

Contact Information:

Signature Technology Group, Inc.2424 West Desert Cove Avenue

Phoenix, Arizona 85029Tel. 800-229-7900

Or visit us on the web at:

www.sigtechgrp.com