At your service delivering maintenance, engineering and professional services UK wide. To hear more about how we can help your business

Transcription

1 Our Priority is Service Excellence At your service......delivering maintenance, engineering and professional services UK wide To hear more about how we can help your business

2 Installations, Engineering, MAC Opportunities & Quotes, Sales Escalations, Portfolio Expansion Incident Reporting Accounts Your Portal

3 Welcome to Servassure your Partner of Choice Putting you in the best position to maximise on all business opportunities. We are your extended services arm that enables you to say yes more often... Yes - to opportunities you cannot cover with in-house capabilities Yes - to a competitive pricing model Yes - during peak demand when your resource is fully committed Yes - when you need an interim solution Yes - to engage in new areas when time and costs conspire against you Yes - when you need expertise in value add services Yes - when internal challenges may prevent you from responding With service excellence at the Our route to market is Working with the leading It is simply a matter of scale: heart of our business, through strong working communications Servassure has the size and Servassure is a fully partnerships as we are 100% manufacturers and operators volume of contracts to handle independent third party services channel focused, with our we deliver complete solutions the increasing costs of service provider to channel partners. services packaged for indirect under your brand, or our delivery. Most channels do Building on years of industry consumption through resale, capabilities can be cherry not have these scale and technical experience, distribution and wholesale. picked as and when you advantages, so they suffer Servassure has the skills, scale We are committed to need them. Once you build from margin erosion. By using and capabilities to provide first providing not only the highest critical mass in your Servassure as your service class traditional and IP-based standard of services delivery, operation, simply in-source delivery partner you can carrier and engineering services. but also the largest network the capabilities and we can protect your margins and With over 150 engineers and of support and strongest move onto your next project! make your costs easier to technical support staff levels of skills sets. manage. nationwide, Servassure acts as an extension to your own operational force.

4 Servassure, your Partner of Choice All of our services are delivered seamlessly on your behalf. By partnering with Servassure you can build on your own in-house capabilities to provide agility and flexibility through extended, value added services. Over 150 Engineering and Technical Support Experts Nationwide Core Portfolio

5 Your Dedicated Portal Servassure has developed an online portal dedicated to make doing business with us as easy as possible. With three key options to choose from, ServassureOnline.co.uk, provides quick and easy access to online support and all the information you may need. 1 Quote Building - Maintenance quote tool 2 Engage With Us - Opportunity qualification wizard - Contacts and engagement process 3 Find Out More - Products and services - Brochures and case studies Your Online Portal

6 Service Cover e Bronze Silver Gold Platinum Platinum plus Cover Type Complete Hardware Cover (parts & labour inclusive) Complete Hardware Cover (parts & labour inclusive) Complete Hardware Cover (parts & labour inclusive) Complete Hardware Cover (parts & labour inclusive) Complete Hardware Cover (parts & labour inclusive) Available Monday - Friday Excluding Bank Holidays Working Hours Cover* Monday - Friday Excluding Bank Holidays Working Hours Cover* Monday - Friday Excluding Bank Holidays Working Hours Cover* Monday - Sunday Including Bank Holidays 24hrs per day 24/7/365 Cover Monday - Sunday Including Bank Holidays 24hrs per day 24/7/365 Cover System Crash Response Time Man to Site 8hrs* - 4hrs* - - 4hrs* 4hrs* - - 4hrs* Other Faults Response Time 16hrs* 8hrs* 8hrs* 8hrs* 8hrs* Handset Faults Next Business Day post out service** Next Business Day post out service** Next Business Day post out service** Next Business Day post out service** Next Business Day post out service** * Working Hours ( ) ** All handset replacements will be on a guaranteed next working day delivery service providing fault is reported by Maintenance Service Contracts Bronze Cover Complete hardware cover available Mon to Fri (excl Bank Holidays) between the hours of 08:30-18:00 Faults that result in 50% system crash will receive a response within 8 working hours All other system faults will receive a response within 16 working hours Silver Cover Complete hardware cover available Mon to Fri (excl Bank Holidays) between the hours of 08:30-18:00 Faults that result in 50% system crash will receive a response within 4 working hours All other system faults will receive a response within 8 working hours Gold Cover Complete hardware cover available Mon to Fri (excl Bank Holidays) between the hours of 08:30-18:00 Faults that result in 50% system crash will receive a response of a man to site within 4 working hours All other system faults will receive a response within 8 working hours Platinum Cover Complete hardware cover available Mon to Sun (incl Bank Holidays) 24 hours per day Faults that result in 50% system crash will receive a response within 4 hours All other system faults will receive a response within 8 hours Platinum Plus Cover Complete hardware cover available Mon to Sun (incl Bank Holidays) 24 hours per day Faults that result in 50% system crash will receive a response of a man to site within 4 hours All other system faults will receive a response within 8 hours Handsets All of the above services exclude support of handsets, which will be covered on a Next Business Day post out service Definition of System Crash System Crashes are classified as a 50% or more failure of any part of the system and / or applications such as voic and Contact Centre Manager where these applications are specifically included in the system maintenance contract. For example, if over half of the external trunk lines fail as a consequence of the system PRI modules, this is determined to be a system crash. Similarly, if over half of the phones ceased to operate then this would be responded to as a system crash. Alternatively if an IP Controller failed this would result in a complete failure of the system i.e. > 50% this is determined to be a system crash. Other system faults All other system faults can still be logged 24 hours a day, 7 days a week, but are subject to the appropriate SLA response to site by a Servassure engineer as detailed in the service description. Other system faults are determined to be any other maintenance call which falls outside of the clearly stated system crash parameters above.

7 Vendor Portfolio There is a minimum fee per single site, dependent on the Service Level option chosen, outlined as follows; Bronze Silver Gold Platinum Platinum Plus Servassure can offer customised service levels. For more information, please contact your Account Manager on sales@servassure.co.uk Servassure maintained systems Avaya IP Office 403 / 406 / 412 / 500 SDX 60N / 180 / 420N Ericsson BP50 / 250 Intertel 5000 LG LDK / GDK / NEXER / IPECS Mitel SX2000 Mitel 3300 NEC DXE / XN120 / SV8100 Nortel Modular / Compacts Nortel BCM 150 / 250 / 50 / 400 / 450 Panasonic KXT / KXTA / KXTD Samsung 7100 / 7200 / 7200 Lite Samsung DCS Series Samsung Officeserv 7200 Siemens Hicom 110 / 112 / 118 Siemens Hicom 120 / 125 / 130 / 151 Siemens Hipath 540 / 3300 / 3350 Siemens Hipath 3500 / 3550 / 3700 / 3750 / 3801 Siemens ISDX Telerad C / IS 128 / 1000 / 32 / 400 Toshiba DK16 / 24 / 40 / 280 Toshiba CT / CTX

8 Engineering & Professional Services Maintenance Our tiered maintenance services are available on the majority of telephone systems and LANs in the UK. Supporting organisations of all sizes across all industry sectors, we pride ourselves on providing the highest quality, cost effective services. The Benefits: - Rapid telephone response, on faults, configuration issues, and user features - Proactive support, detecting and fixing faults before your customers experience them** - Remote diagnostics - corrective maintenance limiting downtime or disruption - Faster response times with a single point of contact, available 24 / 7 / 365** - Faster resolutions, utilising over 150 technical engineers with massive spare stock access - Excellent value with competitive pricing, savings and high margins ** subject to contract Inventories and Audits Now, more than ever, companies are looking for ways to save costs. However, they are not going to invest in new technology, or work with new suppliers, unless they are convinced of the financial and operational benefits after all, why change things if there are no proven benefits? Firstly they need to understand: - What they are spending money on - What they have - What they are actually using - What they really need Servassure s inventory and audit services provide a complete, accurate and detailed picture of what makes up your customers communications, from a single PBX to multi-site LAN estates. Supported by a dedicated team of specialists, comprehensive data about the telephone system, networks and IT infrastructure is collated to compare against billing and contract data in order for you to provide a margin enhancing service and identify additional revenue opportunities. Business benefits include: - Full understanding and effective management of the communications infrastructure, service delivery and risks - Assess communications effectiveness to understand exactly what customers have and how it is being used - Proactive and timely maintenance checks to quickly pinpoint anomalies - Support process, supplier and cost rationalisation to reduce financial and operational risks of investments - Manage effective development to ensure customers are in the best position to adopt and adapt to new technologies, and that they are investing in the right technologies - Complete peace of mind and proven return on investment before investingto site by a Servassure engineer as detailed in the service description. Other system faults are determined to be any other maintenance call which falls outside of the clearly stated system crash parameters above.

9 Professional Services Project Management Project management combines the planning, organisation and management of all required resources, to ensure the smooth implementation and successful completion of a project. Every customer project is unique, so our project management service combines flexibility and scope in management, technical and service skills. This means we can ensure all projects are managed to an optimum level of satisfaction, achieving all the project goals and objectives within your customers constraints (i.e. quality, time, budget, etc). As each individual project covers a variety of different types and levels of resources (money, people, materials, energy, space, provisions, communication, motivation, etc) our Project Management Team is trained to the highest levels, with all of them adhering to the Prince2 methodology of project management and the majority having completed the full Prince2 Practitioner examinations. Business benefits include: - Time and cost savings through greater control and co-ordination of resources, both internal and external - All parties working to a common, consistent approach increasing efficiencies and reducing margins for error - Regular reviews of progress against plan, with assurance that the project continues to have a business justification - Good communication channels between the customer, partner, project team and 3rd parties - Risks easily and quickly identified and managed - Ongoing budget control Project Management Services include: - Scope of project - initial project planning based on your customers objectives - Risk management - assessing and controlling risks - Resourcing assessment - establishing type, amount and quality of resource (personnel and equipment) - Resource allocation / managing availability and productivity liaising with 3rd party contractors Installation and Additional Works Servassure provides full installation services to TDM and IP product offerings from a wide range of voice and data manufacturers. We also provide tiered maintenance services on the vast majority of the UK installed base of telephone systems and LANs. System Commissioning - Installation and testing of all telephony and data equipment Application Installation - Installation and configuration of applications, including basic user training - Liaise with customers to configureapplications to meet requirements Refurbishment and Repair - Repair hardware that has been damaged, whether covered by a maintenance contract or not - Keep equipment in first class condition throughout their life cycle and help to prolong their life cycle Moves, Adds and Changes (MACs) - Small installations and simple configurations - Onsite or remote service options and packages to add or move extensions, wiring or phone points, applications and new users, etc. - This can also cover remote diagnostics for corrective maintenance and programming changes, limiting downtime or disruption (subject to contract) Consultancy - Establish exact customer requirements, existing technologies, day-to-day user needs and future business developments - Design solutions and ensure accuracy of cost schedules - Technical presentations and assistance in formal bid responses - Project co-ordinators - office-based liaison points responsible for co-ordinating logistics and engineering resource - Regular reporting and communication project updates and managing expectations - Ensuring that all objectives and deliverables are achieved as desired, within agreed tolerances and with minimum disruption to business environments - Project life cycle management - monitoring progress, execution, closure, debrief and full documentation

10 Our Priority is Service Excellence To hear more about how we can help your business Servassure, Unit 4, Cramond Park, Lovet Road, Harlow, Essex, CM19 5TF T: F: