Xantaro Maintenance Services. XCare Portfolio

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1 Xantaro Maintenance Services XCare Portfolio

2 OVERVIEW: XANTARO MAINTENANCE SERVICES XANTARO MAINTENANCE SERVICES & OPERATIONS XCare XOperate XMS CUSTOMISED MONITORING SERVICES ORCHESTRATION & AUTOMATION ADVANCEDPLUS SOFTWARE UPGRADES VALUE-ADDED & CENTRAL SERVICES ADVANCED TESTS & CHANGES SESSION CONTROL & PROTECTION BASIC BACKUP & RESTORE INFRASTRUCTURE & ABSTRACTION ADD-ON FOCUSED SUPPORT > XCare comprises all maintenance ADVANCED SERVICES proactive > XMS Xantaro Managed Solutions services, depending on the agreed support services. Xantaro takes are tailored solutions for the sup- service level. The portfolio ranges over software upgrades, tests & ply from a simple bring-in repair service changes, backup and system reco- within networks and data centres. to replacement in advance, right up very. For components being subject Xantaro designs, implements and to the maintenance of spare part to XCare, the service is extendable operates the platform, and ensures repositories and on-site support to monitoring and the automatically the availability via Service Level Ag- within agreed SLA. initiated fault clearance. reement. > XOperate delivers RESIDENT ENGINEER of functions and services ADD-ONs Additional option extend the contractual agreements for each category: Focused Support by, a Resi- dent Engineer being on duty on-site, or proactive d Services complement the maintenance services to individually tailored solutions to ensure the reliable network operation.

3 XCARE: ONE CENTRAL INTERFACE FOR ALL TECHNOLOGIES AND VENDORS Xantaro is the highly-skilled partner across technological and corporate boundaries from performant and high- XCare comprises both, standardised and individual maintenance services for the deployed components. The ly available network systems through virtualisation, inf- advantage: Xantaro is the uniform interface the Single- rastructure security and control to cloud-based, central Point-of-Contact for all technical requirements and to- services, orchestration and automation. wards all technology partners for the customer. The Maintenance Services area delivers modules for The services are characterised by three Building categories XCare, XOperate and XMS provide products and Field Service & Logistics. Contracts are managed, the maintenance and operation of the solutions. The three and options from simple basics to tailored services. Blocks:, Service & Contract Management, support is provided, and the network performance qua- lity and its availability are ensured in an experienced and CUSTOMER MAINTENANCE SERVICES & OPERATIONS professional manner. BUILDING BLOCKS ORCHESTRATION & AUTOMATION VALUE-ADDED & CENTRAL SERVICES SESSION CONTROL & PROTECTION INFRASTRUCTURE ABSTRACTION Xantaro provides an integrated interface with: > extensive expertise > highest service orientation > multi-vendor support across all technical network layers > complete transparency INFRASTRUCTURE SERVICE DELIVERY & CONTRACT MANAGEMENT FIELD SERVICE & LOGISTICS VENDORS

4 > SERVICE DELIVERY & CONTRACT MANAGEMENT Within the quality management framework set out by the International Standardisation Organization (ISO), Xantaro holds the ISO 9001:2008 certificate. In this context the Service Management is responsible for: > observence of contractual agreements and pooling services regarding planning, administration and optimisation of the equipment > analysis and implementation of optimised processes > conduct of Service Review Meetings in order to analyse performed services and optimisation opportunities > escalation support in case handling by ensuring all necessary measures and resources Xantaro provides fast and professional support by utilising their own ticketing system to manage incidents and solve problems by certified employees. Automatic escalation processes are triggered depending on the priority of a case. The approach and solution options are tuned by regular and direct customer communication until all affected systems are completely restored and the case can by closed. When it comes to Contract Management, Xantaro supports the customers with lifecycle management by providing information regarding forthcoming end of life support, expiry of contracts and the option of a seamless renewal. Existing contracts can be consolidated for optimisation, and supplementary hardware can be added to service contracts. Xantaro also offers customers the Xantaro Customer Portal, creating added value. Customers can access all details, such as locations, service levels or serial numbers of their components which are subject to servicing, as well as an overview of the status of all open orders. > XANTARO TECHNICAL ASSISTANCE CENTER () The is the central interface for all technology-related questions and subjects for all Xantaro products and services. The team consists of dedicated and spezialised engineers with long-standing experience of case resolution in complex multi-vendor environments. Best-in-Class expertise and communication on a level playing field ensure the resolutions oriented and prompt fault clearance. With, Xantaro provides customers with 24 hours a day, 365 days a year support to ensure the reliable operation of high performance infrastructures. > FIELD SERVICE & LOGISTICS Xantaro has Europe-wide storage facilities, as well as worldwide service partnerships. Well designed pooling enables hardware exchange with arrival times within three hours. In fault resolutions, the coordinates the Field Service and Logistics, depending on the contractual service agreement stipulations. For example, Xantaro provides the professional RMA handling, or takes over de-installation of defective equipment with continuously trained Field Service Engineers on-site, as well as the installation of the replacement components.

5 XCare BASIC XCare Basic describs the fundamentals of Xantaro s maintenance services. The two alternatives differ with regard to the hardware replacement. Within XCare Basic varieties, the components are subject to the vendor s standard product warranty: following to the return of the defective device to the Xantaro Logistic Center it is repaired or replaced depending upon the vendor s Service Level Agreement (SLA). The additional BringIn module complements XCare Basic by adding the Hardware Repair Service. It extends the standard product warranty and furthermore, accelerates the repair and reshipment or rather the spare part delivery. Software Update Hardware Arrival Time FSE Onsite Service Customer Portal BASIC 24/7 Vendor Warranty Vendor SLA BASIC BringIn 24/7 Hardware Repair Service Vendor SLA XCare ADVANCED The XCare d service level upgrades the XCare Basic alternatives and includes the of defective components. Across Europe, a variety of models are available for delivery within minimum times of down to three hours. Software Update Hardware Arrival Time FSE Onsite Service Customer Portal ADVANCED 5BD 24/7 ADVANCED 3BD 24/7 5 Business Days 3 Business Days ADVANCED NBD 24/7 Next Business Day ADVANCED SD4h 24/7 4 Hours ADVANCED SD3h 24/7 3 Hours

6 XCare ADVANCED PLUS XCare dplus completes the XCare d product range by adding the on-site attendance of a Field Service Engineer (FSE). Organised and coordinated via the programme, defective components are also replaced. Software Update Hardware Arrival Time FSE Onsite Service Customer Portal ADVANCED PLUS 5BD 24/7 ADVANCED PLUS 3BD 24/7 5 Business Days 5 Business Days 3 Business Days 3 Business Days ADVANCED PLUS NBD 24/7 Next Business Day Next Business Day ADVANCED PLUS SD4h 24/7 4 Hours 4 Hours ADVANCED PLUS SD3h 24/7 3 Hours 3 Hours XCare CUSTOMISED XCare Customised service contracts are individually designed. The service definition is tailored to the specific requirements of the customer by compiling a combination of the various options to individual service packages. The result is a highly flexible support service adapted to the specific needs of the customer. Software Update Hardware Arrival Time FSE Onsite Service Customer Portal Vendor SLA Hotline only 24/7 Support yes / no Vendor Warranty Hardware Repair Service 5 Business Days 3 Business Days Next Business Day Same Day up to 4h yes / no yes / no Same Day up to 3h

7 ADD-ON SERVICES > FOCUSED SUPPORT For optimal handling of all processes within a case, an end-to-end view is important. In particular with regard to the root cause and rectification in multivendor scenarios, the knowledge of the interaction of different technologies and vendors is vital. With the option of Focused Supports, Xantaro offers an additional security factor: An engineer is trained specifically to deal with a particular customer network and assumes all responsibility for the Focused Support. DETAILS & BENEFITS: > focused support with encompassing network knowledge and understanding of issues and impacts > customer specific documentation > replication & analysis of fault indication in the XT 3 Lab optional: > regular workshops > autonomous data collection for fault clearance > assignment of a designated Service Manager > ADVANCED SERVICES For the further development of an network and the implementation of new applications, Xantaro provides XCare customers with d Services delivering proactive support options. The services cover the recommandation and implementation of appropriate software, preventive maintenance and network optimisation, review of upcoming changes within an infrastructure, feature analysis and support automation. DETAILS & BENEFITS: Proactive services, each complementary to the maintenance services within a XCare contract are: > Support Automation > Software Recommendation > Proactive Notification > Change Review > Feature Analysis > RESIDENT ENGINEER As a Resident Engineer, a Xantaro expert is available to the customer for a pre-defined period directly onsite. Being backed by the entire Xantaro services team a team of experts with long-standing experience in the application of Carrier-class technologies the engineer is able to access the collective know-how regarding all relevant network levels and provides proactive support for all planning and operational topics. DETAILS & BENEFITS: Assignment of an Engineer / Consultant of Xantaro s Professional Services Teams within an XCare contract for > direct on-site support vor Ort im if necessary > close co-operation and regular exchange with > support in the daily business as well as in Engineering and solution development

8 Xantaro Hamburg +49 (0) Xantaro Köln +49 (0) Xantaro Frankfurt +49 (0) Xantaro Mnchen +49 (0) Xantaro London +44 (0) Xantaro ist seit mehreren Jahren unser Wartungspartner im Bereich Juniper-Hardware. Die Zusammenarbeit mit dem Xantaros Technical Assistance Center erweist sich im Tagesgeschäft als äußerst zuverlässig und mehrwertbringend. Es berzeugt gleichermaßen durch Netzkenntnis und effektive Kommunikation mit Herstellern, was die Lösungs- und Wiederherstellungszeiten minimiert. Ich sehe das als zuverlässige Ergänzung unserer eigenen Teams. Zeitnahe Reaktion, das Verständnis von Problem und Business-Impact und der verantwortungsvolle Umgang ermöglicht es meinen Mitarbeitern, sich auf andere wesentliche Aufgaben wie den Betrieb und die Konfiguration der Vodafone IP-Netze zu konzentrieren. Hier arbeiten Netzwerker mit Netzwerkern und das zeigt sich in den Ergebnissen. Michael Tanz Head of Data Network Connectivity & Security TON, Vodafone GmbH