1. March 14, 2002

2. Why Buy WANCare Today Network Management Service Need for High Network Availability Insurance and Security Complement / Supplement IT Staff Asset Management Carrier SLA Management

3. Health and Service Level Reports Quickly determine what’s in trouble Document application service level agreements Health and Service Level Reports Quickly determine what’s in trouble Document application service level agreements Health SLA How WANCare Works Trend MyHealth Top N At a Glance WANCare Reports Spot trends leading to capacity issues Drill down to critical resources Quickly zero in on trouble spots WANCare Reports Spot trends leading to capacity issues Drill down to critical resources Quickly zero in on trouble spots Network Routers LAN/WAN Frame Relay ATM Servers RAS Cable/DSL Traffic Analysis Cisco Netflow RMON2 Probes Cisco SA Agent Ping SNMP Polling Intelligent Performance Alerts for the NOC Detect brownouts and service delays End to End management Intelligent Performance Alerts for the NOC Detect brownouts and service delays End to End management WANCare Network data

4. Driving the evolution of our Network Management Architecture to address the need to: Consistently deliver services Minimize unit cost Improve service levels Improve customer productivity Leverage expertise WANCare Goals

5. Performing 7x24 monitoring for critical networks, business systems, and applications Providing the data to enable pro-active performance analysis and capacity planning Ensuring consistent implementation and management of all services Providing real-time communication of events to clients, customer help desks, suppliers, and other support organizations Providing clear, accessible metrics for all services mapped directly against service level agreements How WANCare Accomplishes its Goals

6. WANCare Architecture Objectives Scalability - our primary requirement Availability - no single points of failure Performance - consistent, predictable and guaranteed performance across all components. Flexibility - expand as service offerings evolve. Security - across all components including the physical and logical layers as well as the vital customer information Unified Databases - key data elements reside in a central system Automation and work flow repetitive tasks – as much as possible Real Time Access – all components Proactive Notification – email, page, voice mail, performance Customer Update Capability – all data elements

7. WANCare Standard Target Market –2-20 sites Features –Provides a network staff –Manage availability Benefits –Handle support, carrier and maintenance issues

8. WANCare Secure Site

9. Sample trouble ticket report

10. Asset Tracking 1) WANTEC will maintain a listing of site information to include Site Location Information, Site Contact, Network Equipment, Network Topology, Network Addressing Scheme, Circuit Listing, and Carrier Contact(s) 2) WANTEC will maintain Customer specific Operational Procedures 3) WANTEC maintain Customer specific Escalation Procedures All information is posted on the Customer website

11. WANCare Performance Target Market –20-50 sites Features –Augment their network staff –Manage availability off hours –Performance and availability Benefits –Handle support, carrier and maintenance issues –Proactive capacity planning

12. Build out capacity to support business demands Capacity Planning Trend line indicates that total network volume is on the rise Trend analysis shows Phoenix to Denver 56K Frame Relay link to exceed Bandwidth threshold within 104 days

13. Increase return on investment by more effectively allocating resources ROI Several underutilized Frame Relay links Spokane to Orlando FR link experiencing high volume combined with high congestion

14. Ensure availability of critical resources Verify your usage Latency never exceeded 70msec during the entire reporting period Link unavailable for 15 percent of the time for this week

15. Service Level Agreements IT Manager Report Detailed view of enterprise trends and service performance by business unit and individual devices IT Manager Report Detailed view of enterprise trends and service performance by business unit and individual devices Executive Report Summarize service level performance across an enterprise Executive Report Summarize service level performance across an enterprise Business Unit Report Comprehensive report on ALL components of a particular business process or function Business Unit Report Comprehensive report on ALL components of a particular business process or function Service Customer Report Site specific service level and performance summary Service Customer Report Site specific service level and performance summary

16. Customized Reports Chart showing top 10 customers for Bits In for yesterday Total Bytes trend line shows dramatic increase over 3 month report cycle. Increased system and network capacity will most likely be required if this trend persists. Custom MyHealth report created to show customer activity and levels of resource use. Bandwidth Utilization In or Out does not appear to be an issue for the immediate future

17. WANCare Live Target Market –50+ sites Features –Complement their network staff –Provide LIVE availability and performance Benefits –Handle support, carrier and maintenance issues –Proactive capacity planning –View network status LIVE

18. Live Status of the Business Topology Single integrated view of faults and performance, end-to-end Network devices, systems, or response paths Automatic impact assessment by customers, regions, and technologies Pinpoint trouble spots from personalized business views

19. Web Interface for Fault & Performance Single console for performance alarms and hard faults Minimize noise with intelligent alarm de-duplication Automatic impact assessment by customers, regions, and technologies

20. Exact Fault Identification Upper Threshold Is performance unusual compared to normal behavior? Lower Threshold % Utilization Time Window = 1 hour Time is Unacceptable = 15 min. Baseline Time = User Defined Natural de-duplication Live Health learns your end-to-end personality

21. Role of the WANTEC LCM Single Point of Contact for the following: –Hardware –Maintenance –Project Management –Customer Satisfaction

22. WANCare Preliminary Process Before Service Operation WANTEC will perform the following: 1) Technical Review 2) Document equipment required 3) Document procurement and install process 4) Identify where to install equipment and telco 5) Document all devices and circuits 6) Create network diagrams 7) Develop Customer specific operational procedures. 8) Document a trouble ticket escalation procedure 9) Coordinate install equipment and telco

23. WANCare Continuous Monitoring Continuous Monitoring: 1) 7 days/week, 24 hours/day proactive monitoring 2) WANTEC will collect and retain alarm data from all devices designated 3) Collect SNMP traps 4) Poll each device in the network 5) Poll intervals will be set for the most efficient levels 6) Respond to network events 7 days/week, 24 hours/day basis

24. WANCare Network Problem Management Network Problem Management: 1) Within thirty minutes of recognition of a network event, the WANTEC NOC will in accordance by the described Customer procedures 2) Create a trouble ticket report 3) Provide email and voicemail notification to Customer of outage 4) Appropriately conduct appropriate remote diagnostic tests to isolate point(s) of failure 5) Institute alternative network operations in accordance with procedures agreed to upon. 6) If WANTEC NOC determines that problem is Product related, they will make an immediate attempt to restore remotely 7) WANTEC NOC will use the out-of-band dial connection to the device for diagnostics and restoration. 8) If NOC determines a network problem is caused by maintained hardware the NOC will initiate a Field Engineer dispatch for repair/replacement of the unit. 9) If problem is determined to be circuit related, NOC will contact the appropriate circuit vendor and request service. We will work in conjunction with circuit vendor for testing and diagnostics.

25. WANCare Network Problem Management 10) If problem is determined to be end-user related we will contact the customer central point of contact for repair. 11) The NOC will escalate to appropriate technical and/or management chain. 12) When notified of repair, the NOC will test for network management system visibility, run diagnostic tests to verify stability and ensure application is running before closing tickets. 13) Documented procedure, the NOC will return Network to normal primary operating mode from any alternative operations, if any were invoked. 14) The NOC will follow pre-defined procedures to ensure that users will be minimally affected during restoration process. 15) The NOC will prepare a trouble resolution report that includes sequence number, site and equipment description, date and time closed, problem resolution description, and the current status.

26. Change Management 1) WANTEC will be the central repository for all network demographic information including site information, site configuration information (hardware configurations, software levels, etc.), circuit id, etc. 2) WANTEC will maintain control over changes that are to be made to the entire communications network including: The Network Management System, Network Topology, Device Configurations, and software revisions. 3) WANTEC and Omnicare will jointly devise a methodology and structure to manage the implementation of changes to their sites. 4) WANTEC will establish procedures and change format agreeable to Omnicare for on-going change support, including process, change control forms, time guidelines, exception criteria and change notification. 5) Configuration change activity includes, but not limited to, the following changes; device reconfiguration, protocol changes, network topology changes. 6) Administrative change activity includes, but is not limited to, the following changes; device moves/deletions, and device reallocations. 7) WANTEC will perform 960 minor (est. 15 minutes)per year at no charge to Omnicare. Each change thereafter will be chargeable at $50 per change

27. WANCare Demo Site

28. WANCare Network Value Stop problems before they occur Minimize WAN costs Reduce network and system downtime Optimize performance with capacity planning Complete asset tracking Document service level agreements High availability with proactive troubleshooting Complete problem resolution Flexible escalation processes Stop problems before they occur Minimize WAN costs Reduce network and system downtime Optimize performance with capacity planning Complete asset tracking Document service level agreements High availability with proactive troubleshooting Complete problem resolution Flexible escalation processes Ensure 7x24x365 availability and performance of your business infrastructure Ensure 7x24x365 availability and performance of your business infrastructure