1. Page 1 0844 225 2888 www.imerja.com Service Brief maintenance & support monitoring management managed service desk “The support Imerja provides enables us to focus on the strategic development of our business without having to worry about the security and performance of our corporate infrastructure.” Head of IT, Sport England m|four Services The m|four portfolio consists of four components which can be applied to any element of your IT: maintenance & support monitoring management managed service desk As organisations become more reliant on IT appropriate safeguards are needed to protect their investment. Multi-site offices and remote workers present IT managers with a regular influx of new challenges. Imerja’s flexible m|four services suite provides total peace of mind that our highly skilled networking and security experts are monitoring and protecting your infrastructure around the clock. Built around pre-determined, defined SLAs, our services are delivered from our own ISO accredited UK based 24x7operations centre. With us supporting your IT in a way that suits your needs, it allows you to focus on the most important thing – your business. WAN and MAN monitoring can be offered on any IT estate which adheres to the TCP/IP protocol. WAN/MAN Management is currently available across tier-1 network providers utilising hardware from leading technology vendors including Check Point, Juniper, Extreme, Aruba, HP and Cisco. Managed service desk can be procured as a standalone service or part of a wider m|four service. Customers may upgrade (or downgrade) from one product tier to the next, and may mix the services based on sites. All equipment at an individual site will be subject to the same services albeit with varying configuration item priorities. Imerja m|four services are available for a number of HMG configurations and including HMG Official. m|four is a complete portfolio of service elements that can be applied to any part, or all, of your business. Whether data or voice; fixed or mobile; local, national or international – we can build a service that meets your specific business needs now and for the future based on a suite of standard modules, flexing services as your requirements change to incorporate new areas of IT and communications.

2. Page 2 0844 225 2888 www.imerja.com Service Brief Maintenance & Support Maintenance and Support is our baseline support service designed to provide fast recovery for unavoidable IT device failures and encompasses the support of both the hardware and software components. Based from our two purpose built operations centres, service desk engineers undertake in-depth incident analysis and fault diagnosis as part of our first line support. For complex operational issues, fully skilled and experienced second and third line technical support is delivered by in-house specialist engineers. Monthly incident reporting is also provided to ensure you are fully informed of all events and resolutions. Monitoring Proactive monitoring of complex IT infrastructures is carried out within our resilient operations centres based in the south and north-west. Underpinned by Imerja’s own monitoring solution, ServiceAlert™; our service desk engineers are automatically notified of any issues; our ITIL based processes prescribe resulting actions from the diagnosed fault, which are implemented and escalated as defined by each customer process. Incident and problem management, performance monitoring and reporting, configuration monitoring and service reporting are all included within this service offering. Management Our managed service provides you with a high level of assurance on the performance and availability of your IT infrastructure. With our proactive monitoring service able to provide a range of relevant information in real time, our service desk engineers and technical specialists can quickly act on system warnings and alerts to keep your business working, following agreed processes and escalation paths in line with our own ITIL and ISO procedures. With our expert staff managing your IT, the need for time consuming training on new technologies is reduced, as are implementation and maintenance responsibilities, freeing resource to work in other priority areas. If required, Imerja can provide air-gap security, dedicated leased line connectivity and secure VPN access solutions. Managed Service Desk The service desk within our 24x7 operations centres provides a Single Point of Contact (SPOC) giving you further peace of mind that dedicated support engineers are monitoring and managing your infrastructure directly. Irrespective of whether incidents are proactively monitored or reactively reported, the SPOC will take full ownership of call logging, diagnosis and progressing faults up to point of an agreed solution. [Please note that maintenance is not a prerequisite for monitoring, but monitoring is a prerequisite for management.] Cover Hours & Service Level Agreements Imerja provides a range of standard cover hours and SLA agreements for each of the service components. The modular nature of the m|four suite means customers can define the service level they require for each element of their IT infrastructure, and flex the service as necessary on a granular basis as their needs change. Cover Hours Extended business hours (08:00 to 19:00 normal business days) Out of hours (19:00 to 08:00 normal business days) 24x7 (incl. weekends and public holidays) | m|four services overview

3. Page 3 0844 225 2888 www.imerja.com Service Brief Service Element/Activity Remote Support Service Maintenance & Support Service Monitoring Service Managed Service telephone assistance  first line simple triage  advise on permanent/ temporary fix  implement permanent/ temporary fix *  make available/implement software change *^  onsite engineer N/A  replacement spare N/A  proactive monitoring N/A service checks N/A measure availability N/A measure performance N/A incident management N/A liaison with resolver group(s) N/A configuration backup N/A  Reporting N/A capacity planning N/A moves, adds & changes N/A patch management N/A change control N/A TDA services N/A on-site technical/ engineering support  business analyst services  KeyDefinition standard element with this service  optional element with this service N/A not available as part of this service * subject to customer providing remote access ^ subject to customer purchased vendor TAC support | m|four services overview “The service and support we receive from Imerja is consistently excellent, and the commitment to getting the job done, whatever challenges arise, is never in doubt.” Director of IT, Chelsea & Westminster Healthcare NHS Foundation Trust About Imerja Imerja is a specialist provider of business IT solutions and managed services. With dedicated 24x7 operations and in house hosting facilities, all of Imerja services are certified to ISO27001, ISO9001 and ISO14001. With Cyber Essentials accreditation and an approved Commercial N3 Aggregator, Imerja provides confidence that your organisation is protected around the clock to the highest standards. To find out more about how Imerja can work with you to provide email security services please contact your account manager or call the number above. Northern Office Hallmark House, Paragon Business Park Chorley New Road, Horwich, Bolton BL6 6HG Southern Office Regent House, Theobald Street Elstree, Hertfordshire WD6 4RS Registered Head Office 101-114 Holloway Head Birmingham, B1 1QP © Imerja Limited 2016 The following high level summary chart illustrates the various elements and activities which comprise Imerja’s standard m|four service packages.