1 Technology Solutions For THE PLAYBOOK Powered by
2 The Datum Partner Advantage Introduction Over the next few months Datum will be transitioning IT services from your existing vendors. Born from the restaurant industry, Datum is a national leader in enterprise technology consulting and services. As it relates to Beef O Brady s and Brass Tap, Datum will offer a more comprehensive solution with enhanced Support and better value than ever before. With both remote and field service teams, Datum can deliver a premium service experience. Support will include the POS system, network, and RTI back office system initially. To stay relevant, Beef O Brady s and Brass Tap will continue to roll out new technology from best-of-breed vendors, and Datum is committed to supporting these vendors, as well as assisting with the project management and seamless integration. Additionally, Datum has the resources to secure your networks and implement best practices as they relate to security and PCI compliance. To read more about Datum, please visit We are excited to get started and begin working with all of you! The Datum Team
3 CONTACT INFORMATION NEW CLIENTS For NEW SALES, UPGRADES & INQUIRIES, contact: Datum Account Management Team EXISTING CLIENTS For SUPPORT, contact: Urgent/Emergencies (Call): (Toll-free) x2 POS Support x3 Technical Support Non-critical and basic support questions ( ): For UPGRADES & INQUIRIES, contact:
4 POS SUPPORT Details of POS Support Partnership: Datum will assume POS support upon execution of the Datum Managed Technology Service Agreement ( MTSA ) and completion of Datum implementation. Datum will provide POS support for your location(s) at no charge through the end of each location s current support agreement with the existing vendor. Each participating franchise owner will be required to sign an MTSA. The POS Support agreement will have an 18-month term from date of signature. Upon expiration of current support terms, each unit will pay their same current POS support agreement rate. Datum support service will be billed monthly (not annually) with no upfront costs. (To calculate your Datum monthly POS support rate, divide your unit s current annual rate by 12). POS support rate shall not increase by more than 10% upon completion of the 18- month agreement. POS Support Services Include: Datum Total Care POS Support MTSA Features for Servers and Workstations Description On Site & Remote Monitoring Support Assistance 24/7 UPS, CPU, Disk, Memory, & Event Log Monitoring 24/7 monitoring ensures your key business resources such as servers, applications, and many other devices and services are functioning optimally and efficiently Antivirus, & Anti-Spyware Management (Provision, Monitoring and Maintenance) Provides and ensures that your antivirus, and anti-spyware programs are functioning properly and updates to your system are being received and installed
5 Datum Total Care POS Support MTSA Features for Servers and Workstations Services (Processes) Description On Site & Remote Monitoring Support Assistance Critical business services such as SQL, Exchange, Symantec Backup Exec, DNS, Antivirus, IIS, with more detailed information regarding services available on request Vendor Management Work with hardware and software vendors on your behalf to remediate any support issue Network Management Remotely or locally monitor and configure network Server Management Patch Management Firewall Management Reporting System Optimization (Server) Emergency Response Time 2 Remote Support On-site Support Support Hours- 24 x 7 x 365 New user and account creation, DNS, DHCP, WINS, user account management, data backup management, rights management Patch Level Management to ensure that the server(s) and Windows workstations in your network are always updated with the latest security patches Firmware updates, firewall changes, and firewall monitoring for supported Firewalls. Comprehensive reporting to continually inform you about the current health of your network and to outline the work performed Shut-down unnecessary services, defrag drives, remove unneeded applications 30 Minutes Response Next Day Response Reactive On-Site & Remote Support During Business Hours 3 After Hours (Emergency, Unscheduled) 2. Guaranteed emergency response time; Emergency is defined as a total and complete failure of components resulting in the termination of critical business operations. 3. Normal Business hours 8am-5pm EST.
6 STORES WITH NO CURRENT POS SUPPORT SERVICE AGREEMENTS Stores with 2 terminals will be offered above POS Support Services at a monthly rate of $120 per month upon execution of the MTSA. Stores with 3 terminals will be offered above POS Support Services at a monthly rate of $145 per month upon execution of the MTSA. Stores with 4 terminals will be offered above POS Support Services at a monthly rate of $180 per month upon execution of the MTSA. Stores with 5 terminals will be offered above POS Support Services at a monthly rate of $215 per month upon execution of the MTSA. Stores with 6 terminals will be offered above POS Support Services at a monthly rate of $250 per month upon execution of the MTSA. ipads/tablets- please GETTING STARTED W/ THE POS SUPPORT PROGRAM Step 1: Step 2: Step 3: Step 4: Step 5: Step 6: Obtain a copy of your current POS Support Service agreement Download the Datum Playbook and Datum Support MTSA above Contact Datum Sales: with the following info: Subject: BOB/BT Store # - City Body of Contact Name, Address, Store Phone, Mobile Phone, and Legal Business Name Attachments: 1. Copy of your current POS Support agreement (and/or current quotes if you are seeking hardware/system upgrades) 2. Completed and signed Datum MTSA Implementation process begins Datum POS Support commences after implementation Quotes for hardware, software and network upgrades will be provided after implementation. FOCUS POS- Implementation begins September, 2014 ALOHA POS- Implementation begins October, 2014
7 Transitioning sites seamlessly: All locations will be provided with Datum contact information should current support company refuse to provide service during transition, whereby Datum will initiate offsite support for those locations until implemented. Key priority sites: High problem or critical state locations will be given first priority attention from Datum team where deemed necessary. *Implementation Schedule is based upon execution of the POS Support MTSA, as well as the client s availability and accommodation of requested implementation/site assessment items. Delay or rescheduling may extend implementation schedule. Implementation What to Expect - Security Authentication Procedure: Initial Implementation Remote Login Protocol: An from will be sent to the restaurants that are scheduled for the following week s implementation. This will contain the date & time that a Datum Support Technician will contact the Restaurant. This will also contain the implementation process along with a code that the Datum Support Technician will verbally provide the day of implementation for security verification before the restaurant should allow remote access to the POS System. Ongoing Remote Access: Datum s Support Center will monitor and receive alerts and have remote access capability to address problems should they arise. Our remote monitoring & management application requires two-factor authentication for all support technicians to access the system. All remote sessions are audited and the remote session is encrypted. If the BOH (Back of House) PC is not functioning correctly and the support technician is unable to remotely connect via our management application, we will contact the site to request remote access via remote access website such as LogMeIn Rescue.
8 To verify authenticity the restaurant is requested to ask for a ticket # and then end the call and call back the number found on our website or other business correspondence previously provided. If you receive a call from Datum Support requesting any information or remote access, please do not give out any info, simply request a ticket number and hang up. Then call back this number x2 and give the ticket number back to the support technician answering the call. NEW HARDWARE Hardware upgrades and new system purchases (i.e. terminals or computers) for participating stores can be quoted upon request after implementation by contacting Large hardware needs can be added to the MTSA and financed over 63 month terms. NEW SOFTWARE Upon implementation and thorough software audit, Datum will provide a quote for any necessary and/or critical software updates (see Compliance below). Major software upgrades can be purchased through Sales and added to the MTSA. ADDITIONAL TECHNOLOGY SOLUTIONS SERVICES AVAILABLE New store POS System installations Office Computers and BOH servers Cabling and infrastructure Commercial grade Firewall Internet and Customer WiFi Service Telephone Systems and Telecom Service Copier / Printer Service Customer Loyalty Programs Tablets / Tableside Ordering Solutions Labor Lifecycle Management Software
9 Inventory Management Software Kitchen Screen and Automation Hardware Digital Menu Boards Online Ordering IT Service More Pricing available upon request after implementation, and may require further information to deliver a quote. Contact: Compliance Legacy operating systems and applications (those that are no longer supported by the software vendor) fall outside of the scope of this program. Equipment whose deployment has been extended beyond its intended lifespan and that causes problems as a result must be replaced in a timely fashion to be in compliance with the support plan. Compliance issues will be discussed with the client, and every effort will be made to work within the client s budgetary restrictions. Systems deemed by Datum that are not in compliance may be excluded from the program. About Datum Datum Corporation is a national company headquartered in Sarasota, FL and specializes in developing Managed Technology Services for multi-unit restaurants that are looking to streamline processes and position themselves for expansion and growth. Datum focuses on proven and reliable technologies, ensures efficient, secure integration and implementation, all while managing these technologies for our clients. We see our clients as partners and allow them to focus on their core business and growth initiatives, while we drive and manage the technologies that support those initiatives. Datum s philosophy is client-based and designed to maximize what the client wants from a program: new best-of-breed technology, optimized service levels, controlled and predictable costs, one overall program with the flexibility to upgrade the configuration and program throughout the length of the agreement.
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