1. RETURN TO MAIN What Every Firm Needs to Know to Reduce Network Maintenance Cost Presented by: TOBI M. HALL SYSTEMS OPERATIONS MANAGER SHOOK, HARDY & BACON L.L.P.

2. RETURN TO MAIN Session Outline Determine Your Support Needs Identify Options to Fulfill Your Needs Other Considerations Open Discussion

3. RETURN TO MAIN Determine Your Support Requirements Ask general questions at first, then narrow down to the specific function of the equipment. Does network need to be up 24X7? Do all network functions need to be up 24X7? Do all systems need to be up 24X7? Do all servers need to be up 24X7?

4. RETURN TO MAIN Determine Your Support Requirements Ask if Next Business Day service is an option for any equipment. Test equipment Development systems Cluster or redundant systems

5. RETURN TO MAIN Identify Options to Fulfill Your Needs Service Technician on site Service contract with a vendor Time and materials agreement with a vendor Spare parts or backup equipment kept on site Train existing staff

6. RETURN TO MAIN Identify Options to Fulfill Your Needs Service Technician on site This can be costly. Do you have enough work to keep them busy.

7. RETURN TO MAIN Identify Options to Fulfill Your Needs Service contract with a vendor Pre-defined SLAs Trained technicians Access to replacement parts Must keep accurate inventory of equipment

8. RETURN TO MAIN Identify Options to Fulfill Your Needs Time and materials agreement with a vendor Contract Customers will get priority service Unknown repair costs No SLA

9. RETURN TO MAIN Identify Options to Fulfill Your Needs Spare parts or backup equipment kept on site Allows you to quickly replace failed equipment Do not have to wait on parts to arrive Can be very costly Can be an option with a vendor contract

10. RETURN TO MAIN Identify Options to Fulfill Your Needs Train existing staff Allows you to bring knowledge in house. No recurring maintenance costs Not reliant on vendor timelines Must train multiple staff for full coverage

11. RETURN TO MAIN Other Considerations Service coverage for all your locations Make sure you can get equipment repaired no matter where it is located. Make sure you consider your international locations (if you have any)

12. RETURN TO MAIN Other Considerations Single or Multiple Vendors Can you find a vendor that can work on all your equipment? Will the vendor work with you on a hybrid support plan?

13. RETURN TO MAIN Multi-provider environment Multiple contracts with differing terms, conditions and end dates Vendor specific SLAs Disparate dispatch processes Escalation focal points by vendor Individual invoices for each supplier Vendor collaboration issues

14. RETURN TO MAIN Single-provider environment Consolidated invoicing SPOC for status and escalation Uniform dispatch process SLA consistency Account familiarity – technicians and managers Lower costs

15. RETURN TO MAIN OPEN DISCUSSION QUESTIONS?????