1. www.snt-world.com Managed IT Operations Basis Managed Desktop Services 1

2. Three Service Levels (Gold – Silver – Bronze) Uniform Standards (Hardware & Software) Procurement / Provision / Leasing –Standard Hardware (Desktop / Laptop) –Basis Software Products (Operating system and max. 8 applications) Lifecycle Services / Operational Management –Installation and Start Up –Support / Service Help Desk On-site Hardware Servicing (field service) Remote Software Support (software distribution) –Dismantling/Disposal 2 MDS-Lifecycle Overall Responsibility

3. 3 Standardized Client Configurations Measurable Service Level Agreements Documentation of Installed Assets Replacement with upgrade to new standard without increase in the monthly cost base We don‘t just supply the product, but also take responsibility for it throughout its entire life cycle.

4. Service Levels Overview of Solutions 4 Silver 6:00–20:00 – Monday-Friday Saturday Order until Supply “end-to-end“ within Within Hardware Software Reaction Time Recovery Service Time Provision Installation/ Start Up Troubleshooting (Break down/Fix) Bronze 8:00–17:00 – 10 days 5 days 2 days < 8 h < 16 h Gold 6:00–20:00 6 days 2 days 0.5 days < 1 h < 6 h 8 days 3 days 1 day < 4 h < 8 h

5. Basis Hardware Product Overview of Solutions 5 HP DC5800 SFF, dual core 218, 2GB, 160GB, no floppy, DVD-RW, Intel GMA 3000, keyboard, scroll mouse, MS Windows downgrade XPP L1710 17“ LCD-monitor, or L1908W 19“ wide LCD-monitor HP 5670 dual core, 15.4“ WXGA, 2GB, 160GB, DVD-RW, Bluetooth 2.0+, Gbit-Ethernet, 802.11a/b/g, basic docking station, MS Windows downgrade XPP Desktop Monitor Laptop Microsoft Windows XP Professional Operating System MS Office Prof. 2007; MS Internet Explorer; MS Media Player; WinZip; Acrobat Reader; SAP GUI; Antivirus Client. Applications Basis Software Product