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 3 rd 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 3 rd 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

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 Warranty Service DescriptionManufacturerRoomServ 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 & Materials SERVICE DESCRIPTIONRoomServTIME & MATERIAL Emergency Response Time4 Business HoursBest Effort Non-Emergency Response Time8 Business Hours3-5 Business Days Maintenance Coverage HoursStandard Business Hours No Trouble Found & Operator Error Service Calls$50Billable Service Parts CoverageNo ChargeBillable Replacement of Defective EquipmentNo ChargeBillable StayBrite Preventative MaintenanceOptionalBillable Software/Firmware PatchesNo ChargeBillable Trip/Mileage ChargesNo ChargeBillable Hot Spare EquipmentOptionalNot Covered User and/or Administrator TrainingBillable Acts of God (Secondary System Coverage)Not Covered Remote ProgrammingBillable

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) Breighton Drive, Unit 8 Shelbyville, KY 40065