HDPlus Help Desk Management HDPlus, Inc. Landline: Fax Cellphone: Copyright © 2014, 2015 HDPlus, All Rights Reserved – Patent Pending

What is HDPlus? HDPlus is a suite of tools focused on improved Help Desk and Operations management. SaaS model, Cloud hosted, written in C#, and uses MS SQL as database. Costs effective pricing based on users per month. The core modules of HDPlus include incident, change control, and problem management. Loaded with features to aid in supporting your customer. * Supports phone audio ticket creation. Tracking of all tickets based on priority and associated SLA. If a ticket is in danger of exceeding SLA support teams are alerted. All activities, reports, dashboard, and alerts are issued via and TEXT messaging. Ad Hoc reporting and a powerful search engine included. Your data is not trapped in HDPlus, extensive support of import and export capabilities. Mobil and Desktop ready. Initially designed for iPhone. Copyright © 2014, 2015 HDPlus, All Rights Reserved – Patent Pending Core Module includes: Incident Management Change control Problem Management) BrMgr - Recovery Manager Includes: Automated Disaster Recovery and Business Continuity Management Staff Management Asset Management Project Management: Issue tracking Automated gate reviews Costs, time, and budget controls Policy Management Audit Management IT Budget ControlProcurement Control Architecture Review Vendor & Contract Management * Master Data Management * Big Data Management * New

Slide Deck The next group of slides are sample screen shots designed to show a brief glimpse of some of the features of HDPlus. Please note this is not intended as a full demo of the solution, and is best viewed in presentation mode. The enclosed slides are of the desktop version, all browsers are supported, and all functionality fully supported on mobile devices: iPhone, iPad, Android, and Windows phone. FYI – HDPlus was originally developed as an iPhone application. Thank you for your interest in HDPlus.

Hdplus categorizes tickets as needed by user

An Interactive Custom Dashboard

Incident Ticket Creation User name automatically assigned Ticket History or Known Errors (Knowledge base) can be viewed anytime

Closing a ticket updates the Knowledge Base Problem Description Upon closing the incident, the technician may decide to make this ticket an entry into the Knowledge Base of Problem tickets …and to publish resolution …and may decide a follow-up action is needed

Based on description user entered, HDPlus searched Problem database and re-orded Recent Ticket display to show similar tickets. At this point, tickets could be opened and reviewed by clicking the ticket number In this example, a user is attempting to enter a ticket for a known problem If the user continues to open the ticket, a prompt will alert them, that they are attempting to report a known problem.

After typing the description, on the next keystroke HDPlus interrupts the user suggesting that there is an existing problem and to access the Known Errors / History. If accepted by the user this process reduces incident ticket workload, and accelerates user problem resolution. The user may continue to open the new ticket if desired.

In this example, the user accepted the suggestion and clicked on ticket HD on the previous screen Ticket activity is displayed

Related Tickets are shown Resolution is displayed

Ticket priority and SLA matrix can be custom defined

SLAs can defined as needed HDPlus will track tickets from inception until closure. If a ticket is created and not receiving attention, HDPlus will alert the owner, his team, and eventually management. If a ticket is in danger of exceeding a stated SLA, HDPlus starts escalation in advance of the ticket SLA milestone. This safety net will help ensure all tickets receive proper attention.

A powerful and flexible search engine is built into HDPlus, system wide Incidents, change control, knowledge base, project, audit, policy, disaster recovery, assets, etc. can all be searched using a multitude of criteria

Ad-Hoc or canned reports, graphs, export/import, and PDFs all supported. Escalated Ticket report can be automatically dispatched and sent via or text each day if desired

Auto dispatching reports In this example an escalated ticket report is automatically sent via each day to management team