A brief presentation of our services

1. An introduction to Comms-care Presented to Everyone by Peter Murphy 2011

2. Contents Company overview Infrastructure Support services Method of delivery Channel partners Why partner with Comms-care?

4. The company

5. Comms-care channel model

6. Regional offices

8. The company Leading channel based IT support services organisation Founded in 2002 Privately owned Channel-only Highly experienced engineers Geographic coverage across UK and Ireland 6 regional offices and over 48 spares locations Dedicated Networks Operations Centre (NOC) Flexible and dynamic approach to each contract

9. Comms-care channel model

10. Regional offices Four offices located across the UK and Ireland.

11. Benefits you can expect from Comms-care Channel-only, white labelled services 24/7 Service Desk & Guaranteed fix SLAs Attractive margin opportunities on all services UK and Ireland coverage Cisco Gold & Microsoft Gold Partner ISO 27001, ISO 20000 ISO 14001, ISO 9001 certified

13. Logistics

14. Supported vendors

15. Engineer levels

17. Service Desk Our Service Desk is located within the Comms-care Network Operation Centre, at our UK headquarters Servicing over 7000 end users, Comms-care handle thousands of requests each year Incidents are automatically routed to technical teams or individuals based on client and type Engineers are able to remotely update calls and resolve them from our secure portal Your customers’ networks are monitored day and night, keeping downtime to a minimum Real-time tracking facilities to locate the nearest engineer Dynamic Service Level Agreement (SLA) management capabilities

18. Logistics With over 48 spares locations Comms-care are able to assist your customers’ across the UK and Ireland within the required deadline.

19. Supported vendors Comms Cisco, Check Point, Extreme, Juniper HP, IBM, 3Com, VMware Watchguard Servers Compaq, Dell, Fujitsu, HP, IBM, Gateway, Sun Desktops and Laptops Acer, HP, Compaq, Dell, Fujitsu, Gateway, IBM, Toshiba, Samsung, Sony Printers Brother, Canon, Epson, Fujitsu, Genicom, HP, IBM, Kyocera, Lexmark, Newbury Data, OKI, Panasonic

20. Engineer levels Level 6 CCIE qualified for IP telephony, Unified Communications, Wireless, Security. Level 5 CCIE/MCSE+MCT Consultant level with 6+ years field experience.HP Blade Centre ASE. VMware VCP. Level 4 Minimum CCNP/MCSE level with over 4 years field experience, project management, complex fault finding, broad skill set, leadership skills. IBM System X Certified. Level 3 CCNP/MCSE level with at least 3-4 years field experience, complex fault finding, basic system design. Dell DSP. Level 2 CCNA/MCSA level with 2-3 years field experience. Fault finding on a wide range of equipment, installation and configuration of OS. Dell DSP Level 1 Entry level grade for junior engineer. Working to CCNA/MCDST/A+ with field experience. Basic fault finding hardware/software.

21. Server accreditations Comms-care are committed to investing in the continuous training and development of their server engineers with accreditations already held across the following platforms:- HP APS MCP MCSA MCSE HP Blade Centre ASE VMware IBM System X Certified Dell DSP

22. Security accreditations Checkpoint Certified Security Analyst Checkpoint Certified Security Expert Nokia Certified Security Associate Watchguard Certified System Professional Cisco Firewall Specialist Cisco IOS Security Specialist Cisco IPS Specialist Cisco Information Security Specialist Cisco Security Sales Specialist Cisco Security Solutions and Design Specialist Cisco VPN Specialist Cisco Certified Security Professional Cisco Certified Internetwork Expert: Security

23. Voice accreditations CCIE Voice CCVP/CCNP Cisco IP Contract Centre Express Specialist Cisco IP Communications Express Specialist Cisco IP Communications Support Specialist Cisco IP Communications Operations Specialist CCNA with CVOICE

24. Cisco accreditations and specializations Comms-care are a certified Cisco Gold Partner. Comms-care also retain Collaborative Services Partner. Other Cisco accreditations include: Data Center Networking Infrastructure Data Center Storage Networking Advanced Wireless LAN Specialization Advanced Unified Communications Specialisation Advanced Routing & Switching Specialisation Advanced Security Specialization Express Foundation

25. Industry accreditations Microsoft Gold Partner Microsoft Gold Server Platform VMware Professional Partner Juniper Jpartner Arc Premier Partner

26. Awards 2010 - CNA Awards winner ‘Installation/Maintenance provider of the year’ 2009 - CRN Awards winner ‘Service Provider of the Year’

28. Maintenance and Installation services

29. Supported platforms and technologies

30. Advanced Technology Services

31. Managed Services

33. Maintenance and Installation services A wide network of highly trained engineers Extensive spares infrastructure 24/7 Service Desk Remote and onsite trouble shooting Service & network health checks Service Delivery Management A single point of contact for all related incidents UK, Ireland and mainland Europe coverage

34. Supported platforms and technologies Comms-care excel in the maintenance and support of legacy, current and emerging technologies in the following areas: All manufactured mainstream desktop’s and monitors All manufactured mainstream laptops All manufactured mainstream Wintel servers All manufactured mainstream Unix servers All manufactured mainstream Networking devices and components Out of warranty support of StorageTek and other mainstream storage devices

35. Professional services Dedicated technical team of highly qualified engineers Full network design & installation service Competency in addressing and diagnosing hardware and software issues Technology take on – emerging technologies Proactive services, monitoring, pre-release qualification Partner Relationship Governance Design authority Disaster contingency planning

36. Managed Services Monitoring the performance of the network infrastructure Fault identification, diagnosis and escalation Network configuration monitoring Technical and management reporting Portal access 24/7 monitoring of your customers’ networks Periodic review meetings Managed security services Alert summaries generated every 24 hours

37. Marketing and Pre-Sales support Pre-sales support Bid assistance Technical advice Marketing literature Direct email campaigns Case studies Telemarketing Access to the Comms-care Partner Resource Centre

38. Advanced Technology Services » Professional Services » Voice and Unified Communications » Security » Wireless » Enterprise Server » Server & Desktop » Routing and Switching

39. Advanced Technology Services Professional Services Wireless Voice & Unified Communications Security Enterprise Server Routing & Switching Server & Desktop

40. Professional Services Many IT projects can be difficult to design, implement and manage due to their complex configuration. All our project manager’s are trained across a wide range of technologies and offer the following benefits: Skilled project Managers trained across a wide range of vendor products and technologies ITIL® V2 and V3 service delivery and service supportSecurity device review Continual investment in latest technologies and training Experience across all vertical markets

41. Voice and Unified Communications Investing in new technologies can often mean increased costs, especially in the short term. The mid to long term benefits of a unified network are very appealing: Reduced administration costs Scalable Multi-vendor solutions Real time monitoring Single IP based network

42. Security Security plays a large part in keeping the workplace mobile and free from external threats. Comms-care has a team of security specialists all trained to deal with the most complex network scenarios. Security services Network security audit Security design audit Security device review Security testing services Management & monitoring Security training

43. Wireless A Wireless connection is a necessity rather than a luxury in today’s business environment. Comms-care offer your customers a wide range of benefits to ensure 24/7 wireless access. Wireless LAN health checks Wireless LAN site survey Wireless LAN security testing Wireless LAN installation and commissioning

44. Enterprise Server Support Comms-care is regarded as one of the leading server support organisations throughout the UK and Ireland. Our infrastructure and expertise across this technology area ensures our partners are supported quickly and efficiently. Cost effective, alternative solution to the leading vendors support offering Supporting servers across a wide range of vendors including HP, Sun, IBM, Dell and Fujitsu Siemens On-site Fix, Response and Advanced Replacement cover options Multi-vendor, around the clock technical expertise

45. Server & Desktop Comms-care have customised a dedicated range of installation, maintenance, solution design and consultancy services across a wide range of leading server and desktop devices: Server Wintel through to Enterprise such as low end Prolients High end Sun and storage equipment Desktop Full incident lifecycle around hardware break/fix and installs

46. Routing & Switching Services Comms-care ensures that your customers routing and switching networks remain optimised to support their business objectives. Evaluation of your clients’ network capabilities Assess availability issues such as infrastructure design Tailored design that your customer can use to implement their network Routing & Switching Implementation Regular routing & switching health checks

48. Service Support

50. Service Support Supporting tool ICCM e-Service Desk Implemented and relational processes Incident Management Problem Management Configuration Management Change Management Release Management Surveys Skills matrix ownership & development scheduling

51. Service Delivery Implemented and relational processes Service Level Management Capacity Management Availability Management Continuity Management Transition and Transformation Quality assurance Reviews, reporting, CSIP & account development Pre-sales support Resource Management Partner & 3rd party management Strategy and focus group

52. Quality Standards ISO 27001 Comms-care have successfully completed ISO/IEC 27001:2005 ISO/IEC 27001:2005 provides best practice recommendations on information security management, risks and controls The Company successfully secured ISO 27001 certification by adhering to all the controls within this particular ISO standard and ensuring these controls are: implemented and managed across their entire business lifecycle of services and where required into their customer environments.

53. Quality standards ISO 20000 ISO/IEC 20000 is the first worldwide standard specifically aimed at IT service management. Comms-care has entered an elite list of IT support companies in gaining BS ISO/IEC 20000-1:2005 certification. It describes an integrated set of management processes for the effective delivery of services across the business and our channel partners. ISO 20000 is a natural progression from ISO 9001 which focuses on IT Quality Management

54. Quality standards ISO 14001 Comms-care have been certified with ISO 14001 status, the latest addition to their ISO portfolio. ISO 14001 is used as a framework to assist organisations in developing their own environmental management system. Comms-care intend to continue to improve their environmental management system across the company.

55. Quality standards ISO 9001 Comms-care successfully completed their ISO audit making the company officially ISO 9001 certified. ISO 9001 is underpinned by ITIL and associated processes This standard ensures the smooth transition and ongoing service provision of new and existing business and services enabling our partners to engage with us on an equal level of understanding.

57. Channel partners that have chosen Comms-care

58. Vertical markets supported

59. Channel partner endorsements

61. Channel partners that have chosen Comms-care

62. Organisations supported by Comms-care on behalf of their channel partners Construction & distribution Retail Financial Manufacturing Public Sector

66. Why partner with Comms-care? 10 good reasons why you should choose Comms-care to be your support partner; ‘Channel-only’ indirect support model Multi-vendor, Multi-technology Cisco Gold & Microsoft Gold Partner ISO 27001, 20000, 14001 & 9001 certified Guaranteed fix SLAs UK, Ireland & mainland Europe coverage 24/7 Service Desk Attractive margin opportunities on all services 'White labeled' services Marketing support