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1 Packages: Pro Master Geius Customer Portal Access Telephoe Helpdesk Support Microsoft - Active Directory, Direct Access, Exchage Server, Forefrot Edpoit Protectio, Hyper-V, IIS, Remote Desktop Services, SharePoit, SQL Server, TMG/UAG, VDI, Widows Cliet ad Server Citrix - Access Gateway, XeApp, XeDesktop, XeServer VMware - Coverter, vcetre, vsphere, Horizo At Majeta Solutios we appreciate just how much you ad your busiess rely o your IT ifrastructure. We also recogise that support eeds vary from customer to customer. That s why we ve created a comprehesive rage of packages ad pricig optios. Whichever package you choose you ll beefit from a host of value added features ad a Majeta Support Team that will esure your queries are always resolved i a efficiet, professioal ad friedly maer. Itroducig Support Plus - a highly flexible ad resposive extesio of a orgaisatio s ow IT fuctio that seemlessly augmets the support services for orgaisatios of all sizes. The service is primarily desiged for orgaisatios which operate their ow IT support staff ad require occasioal techical assistace or support cover. Support Plus provides a multi-vedor remote (telephoe, , remote access) support service desiged to provide a virtual extesio to our cliets iteral IT support structure. Icluded withi Support Plus are a rage of IT support beefits that offer: Cetralised call loggig ad maagemet Level 2 & 3 techical support via phoe, ad remote access Escalatio ad maagemet of issues to vedors or cosultats Maagemet ad icidet reportig Assistace with ifrastructure ad hardware selectio Dealig with restricted IT budgets This brochure details the features that are icluded i each support package provided by Majeta Solutios. If you would like to discuss the packages i more detail please cotact your Majeta Accout Maager o Edpoit Security - McAfee, Microsoft Forefrot, Sophos Storage - Dell MD ad EqualLogic, HP P2000/4000, NetApp, Nexsa, QNAP Back-Up - Symatec Back-Up Exec, Symatec System Recovery, Veeam Back-Up ad Replicatio, Veeam ONE For Symatec Netbackup & Eterprise Vault refer to Master package Server Hardware - Dell Blade, Dell PowerEdge, HP Blade, HP ProLiat For Cisco UCS refer to Geius package Networkig - ASA Firewalls, Dell Powercoect Switches, HP Procurve Switches, Netgear Switches For Cisco Nexus refer to Geius package CAD Workstatio Optimisatio Dedicated Accout Maagemet Dedicated Techical Maagemet Telephoe/Remote Assistace for Istallatios ad Upgrades Microsoft - Lyc, System Cetre (CM, OM, VMM) Back-Up/Archive - Symatec Netbackup, Symatec Eterprise Vault Citrix - Netscaler BlackBerry - BES ad BESX VMware - Site Recovery Maager Cisco - Cisco UCS & Cisco Nexus Core Server Moitorig Service Advaced Moitorig Service IT Ifrastructure Audit Techical Accout Maagemet Review Exteded Hours Coverage 10% Professioal Services Discout For futher iformatio o all Support Plus packages please call

2 Should you eed us to assist you at ay time we will ask you to provide us with some basic iformatio so that we ca actio your request as quickly as possible: 1. A call is placed by you to our cetral support cetre where basic details such as a uique customer referece are take by our Support Desk Operator. 2. The call is the routed to our Helpdesk who will: a. Create a service case for the icidet. b. Determie whether the customer is etitled to support. c. Take additioal techical details regardig the customer ad the icidet. d. Evaluate whether the issue is withi the techical ability of the Helpdesk persoel: i. If it is, the issue is dealt with by the helpdesk operative. ii. If it is ot, the issue is escalated to a seior member of our support services divisio ad the customer will be provided with a call back timeframe. 3. At each poit the case is updated with additioal iformatio. 4. Uresolved issues are escalated automatically. 5. Whe a resolutio is achieved the case is closed. Should you eed us to assist you at ay time you may log a call the Helpdesk o , use our Majeta Solutios Customer Portal ( or us at supportplus@majetasolutios.com. Should you eed us to assist you at ay time we will ask you to provide us with some basic iformatio so that we ca actio your request as quickly as possible: 1. A descriptio of your problem / request 2. The service level to assig to your request 3. Your cotract umber 4. Your cotact details 5. The umber of users affected by this issue 6. The impact to the busiess Our Helpdesk Co-ordiator will record the details of your issue ad assig your case to the appropriate Support Egieer who will the edeavour to cotact you withi 60 miutes. Oce your request has bee processed you will be ed a referece case umber which will the be used by our systems to track the progress of your case through to completio. If you have ay queries relatig to your issue you will be asked to provide this referece case umber. Our Helpdesk Co-ordiator will require a detailed descriptio of the problem that you are experiecig so that we ca fid a quick resolutio to your issue ad assig the Egieer most suited to resolvig it. Our call loggig procedure is summarised i this flowchart (right). 2 For futher iformatio o all Support Plus packages please call

3 Cotact Helpdesk: Access Customer Portal: Call logged ito helpdesk system Case umber ad otificatio set to customer Majeta case ivestigatio Issue resolved? Yes Case updated ad closed Yes Call is logged with vedor ad a referece umber is issued. Case is progressed to resolutio with the vedor. Case updated ad closed No Is it a product fault? No Ivestigate workarouds. Documet i case For futher iformatio o all Support Plus packages please call

4 Support Plus provides a multi-vedor remote (telephoe, , remote access) support service desiged to provide a virtual extesio to our cliets iteral IT support structure. The service is based upo support tokes that are purchased upfrot, ad used o demad. Each toke represets a pre-determied uit of egieerig support. Uits will be reduced i lie with the actual time cosumed i resolvig calls placed with the Helpdesk. Support Plus is the ideal solutio for complemetig your i-house IT support team durig peak periods, or staff shortages. Alteratively, you may require expertise for ew or specialist products which do t warrat a full time techical support resource. Whatever your circumstaces, Support Plus ca absorb the problematic calls, eablig your IT users to ejoy cosistetly high levels of availability. You get what you eed whe you eed it ad oly pay for what you actually use. Our extesive kowledge of providig support to our cliets has eabled us to develop a rage of packages that deliver reactive support, proactive moitorig ad a host of value added offerigs to help you maximise your ivestmet i IT techology. 4 For futher iformatio o all Support Plus packages please call Choose from 3 packages: The service described here is available durig the followig hours, depedig o the package chose: Stadard Service Desk: 9.00am pm (Moday to Friday excludig public holidays) Exteded Service Desk: 8.00am pm (Moday to Friday excludig public holidays) 24/7 Service Desk: 24 hours a day, 365 days a year

5 Telephoe Helpdesk Support 3rd Party Vedor Escalatio Available up to 24 hours a day, 365 days a year, depedig o the cotract selected. Simply call the Helpdesk o Majeta has a escalatio procedure i place with major maufacturers ad vedors should the eed to escalate a icidet arise. This speeds up problem diagoses ad resolutio. You ca also us at supportplus@majetasolutios.com. Customer Portal Access The Majeta Solutios Customer Portal is your olie resource for loggig your IT support issues ad requests. The iterface is easy to use ad provides you with a comprehesive view of your cases. Visit the portal at to log, track ad maage your support cases. 3rd & 4th Lie Core Support Provisio of pre-purchased support that is cosumed for reactive support services. Services are cosumed through remote techical support via telephoe, , or remote access methods for core techology sets foud o most moder etworks. Service Level Agreemet A Respose Time SLA provides a guarateed level of first respose to support cases raised with Majeta. Our Time to Assig SLA provides a guarateed widow whe the case will be haded over to a techology specialist. These SLAs esure that we cotiue to deliver a resposive, high quality service to you at all times. Core Techology Support First rate eterprise level assistace, advice ad reactive support for a wide rage of techologies icludig: CAD Workstatio Optimisatio Majeta s dedicated IT Divisio specialises i supportig our customers with advice o hardware ad wider ifrastructure solutios. O a aual basis oe of our IT Techicias will evaluate your CAD hardware for you ad offer advice o ay idetified improvemets that could help you to optimise your software performace. Microsoft - Active Directory, Direct Access, Exchage Server, Forefrot Edpoit Protectio, Hyper-V, IIS, Remote Desktop Services, SharePoit, SQL Server, TMG/ UAG, VDI, Widows Cliet ad Server Citrix - Access Gateway, XeApp, XeDesktop, XeServer VMware - Coverter, vcetre, vsphere, Horizo Edpoit Security - McAfee, Microsoft Forefrot, Sophos Storage - Dell MD ad EqualLogic, HP P2000/4000, NetApp, Nexsa, QNAP Back-Up - Symatec Back-Up Exec, Symatec System Recovery, Veeam Back-Up ad Replicatio, Veeam ONE Server Hardware - Dell Blade, Dell PowerEdge, HP Blade, HP ProLiat Networkig - ASA Firewalls, Dell Powercoect Switches, HP Procurve Switches, Netgear Switches For futher iformatio o all Support Plus packages please call

6 Iclusive of all Support + Pro features plus: Dedicated Accout Maagemet Exteded Techology Support All customers o our Master package are allocated a dedicated Majeta Accout Maager. Your Accout Maager will become your key cotact at Majeta for ay geeral requiremets or queries that you have relatig to Majeta ad your IT ifrastructure. From offerig advice o products, pricig, services ad traiig through to esurig that you are etirely satisfied with the service that you are receivig, your Accout Maager will become your leadig source for advice. First rate eterprise level assistace, advice ad reactive support for a eve wider rage of eterprise techologies. Our exteded Techology Support covers all of the products outlied i our Pro package plus: Dedicated Techical Maagemet I additio to your Majeta Accout Maager we will also allocate you a dedicated Techical Accout Maager. Your Techical Accout Maager will be resposible for owership of your techical issues ad queries from the poit of loggig through to resolutio. 6 Microsoft - Lyc, System Cetre, (CM, OM, VMM) Back-Up/Archive - Symatec Netbackup, Symatec Eterprise Vault Citrix - Netscaler BlackBerry - BES ad BESX VMware - Site Recovery Maager Cisco - Cisco UCS & Cisco Nexus For futher iformatio o all Support Plus packages please call Telephoe/Remote Assistace for Istallatios ad Upgrades Whe istallig or upgradig your software you might fid that you could beefit from some assistace. We offer telephoe ad remote assistace to help resolve ay issues that you might ecouter with your istallatio or upgrade. Majeta recommeds that i order to reduce dowtime ad fully optimise the performace of your istallatio that you utilise our professioal o site istallatio service.

7 Iclusive of all Support + Pro ad Master features plus: IT Ifrastructure Audit Advaced Server Moitorig Service 10% Professioal Services Discout To keep you at your most productive we will offer you a free IT systems audit which covers server, storage ad etwork ifrastructure. Expad the reach of the Server Moitorig package through the additio of daily automated health checks, Back-Up ad AV checks, evet checks, o-demad ad scheduled reports ad asset trackig ad ivetory. IT Ifrastructure cotiually evolves ad busiess requiremets frequetly chage. Most busiesses require specialist IT assistace from time to time to help evaluate, pla, implemet, deploy or maitai their ever chagig IT ifrastructure. We will review your eviromet to idetify resource ad etwork bottleecks as well as assess your data back up ad disaster recovery capability. Exteded Hours Coverage as Stadard To better assist those who start early or work later we provide exteded hours support coverage as stadard from 8.00am to 6.00pm. A 24/7 optio is also available o request. Core Server Moitorig Techical Accout Maagemet (TAM) Review Our osite full day review of your workig practices ad software productivity are coducted by your dedicated Techical Accout Maager (TAM). I additio, your TAM will evaluate your curret procedures to uearth bottle-ecks ad idetify ay skills gaps. They will also deliver a proposal desiged to icrease your workflow efficiecy ad user productivity. To help you get more value for moey we offer a 10% discout o all professioal services withi our Geius Plus Support package. Through tighter itegratio with your day to day operatios ad systems we familiarise ourselves with your eviromet ad are therefore ideally placed to assist you with your IT projects. This also eables us to discout our Professioal Service days to help you drive dow IT costs whilst improvig efficiecy. Majeta s Core Server Moitorig service cotiually moitors the messages beig relayed by your server, alertig you to ay aomalies. This makes you aware of potetial issues before they develop ito problems, allowig corrective actio to be take before your users become affected. This relieves your ow staff of the overhead of carryig out routie maual systems moitorig, or deployig expesive o premise solutios. For futher iformatio o all Support Plus packages please call

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