pavassure Resolve Service desk Onsite diagnosis and recovery Enhanced hours support Monitor Event monitoring & alerting Reporting Services

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1 Factsheet : pavassure pavassure has been designed to deliver your business and IT team complementary technical experience, service and support offerings to assist you in the delivery and of your IT service operation. pavassure is our foundational service support model and works in harmony with your business IT systems, services and processes. These services have been purposefully created to deliver four strategic service support products: Resolve The goal of RESOLVE is to be your trusted and dependable provider of IT service desk and support services 24x7x365*. Working alongside your existing third party suppliers, PAV is able to provide a centralised IT service support function that ensures your business has the technical support it needs and when it needs it. Service Desk Onsite diagnosis and Enhanced Service Hours Support Operate Acting as an extension of your IT function, the goal of OPERATE is to provide a flexible technical resourcing model that enables your business to cater for planned and unplanned IT demand. Onsite/remote technical Systems Administration Patch version Monitor The goal of MONITOR is to deliver your business with proactive monitoring and alerting services to capture events which could lead to service outages. Combined with reporting and trending analysis, we are able to predict and identify likely service affecting events before they occur. Event Monitoring and Alerting Reporting Services Improve pavassure IMPROVE ensures your business is able to proactively assess both current and future IT opportunities in order to enhance and improve the services being delivered to your business. IT strategy review Systems health check DR testing Configuration and asset Learning and development Resolve Monitor Operate Improve Resolve Service desk Patch

2 Each product offering delivers services designed to meet the ever-increasing challenges experienced by IT departments. These areas of demand include: Managing incidents, problems and service requests during and outside of business hours Maintenance of non-negotiable daily duties such as systems administration, capacity planning, performance, systems upgrades and version patching Systems and service level monitoring, alerting, measurement and reporting Business continuity planning and disaster (DR) testing Asset lifecycle and configuration Third party supplier and contract administration IT Strategy, target roadmaps, improvement and organisational capability assessments These product offerings and services are designed to work together in granting your business the ability to adopt which strategic services best suit your business needs and IT requirements. When assessing our pavassure family it is important to note that these services have not been designed as a one size fits all. These complementary offerings and services can be individually selected or combined together to meet your business needs.

3 Patch Factsheet : Resolve RESOLVE services provide your business with a centralised IT Service desk, deep technical support, third party and onsite technical assistance as and when your business needs it. RESOLVE may be delivered as your sole IT service desk and support function or as a complement to your existing technical teams. Working closely with your third party suppliers, RESOLVE ensures IT incidents, problems, service and change requests are always recorded, investigated and resolved in the most efficient and effective manner possible 24x7x365*. Using a blend of industry best practice including ITIL, RESOLVE services have been designed with customer service, simplicity and value in mind. This ensures all service affecting events and technical requests are classified and prioritised effectively in order to deliver your business the highest levels of IT support and service. RESOLVE is underpinned by our 3-tier technical services function and delivers IT support, investigation, third party escalation, workaround and resolution activities via a combination of remote and onsite activities. Working closely with your business and third party suppliers, PAV are able to deliver value for all aspects of your business IT service support demands. By using our innovative Resolution Efficiency Protocol (REP), we are able to recognise, categorise and efficiently progress all service support demand, regardless of technology, vendor or supplier. The goal of RESOLVE is to be your trusted and dependable provider of IT service desk and support services 24x7x365*. Working alongside your existing third party suppliers, PAV is able to provide a centralised IT service support function that ensures your business has the technical support it needs and when it needs it. Resolve Service desk UK based IT service desk Available 24x7x365* Service model aligned to ITIL good practice Guaranteed incident and problem response times Fully trained and accredited service support personnel Seamless third-party supplier contract integration Dedicated Account Manager Service reporting Assurance your business has the support it needs and at the time it is needed Professional and reliable IT service support practices for as little or as much Patch as you need Complements and adds value to your existing IT process, practice and procedure Dedicated service support advocates aligned to your business and IT support needs Centralised supplier and vendor practices * Subject to Enhanced Service Hours Systems Support Health agreements. check

4 Factsheet Configuration : & Monitor asset MONITOR provides greater insight, business alignment and control over events that occur within your Resolve business Service IT desk systems infrastructure. Our MONITOR offering is driven to provide proactive service support in the day-to-day operation of your IT services. MONITOR has been packaged into service support offerings that may be provided to your business as standalone, or as a combination of services depending on business requirements. The MONITOR service offerings include: Event monitor and alerting service Service Reporting MONITOR focuses on providing visibility to important event information efficiently and effectively, taking appropriate actions to address service issues before they occur. Working closely with your IT team and third party suppliers, PAV are able identify and react to events that may affect or are affecting your services. Alongside this, MONITOR also provides proactive reporting of key performance metrics data such as backup completion, backup readiness, network bandwidth, processing thresholds, disk storage utilisations and service availability. MONITOR delivers your business with proactive monitoring and alerting services to capture events, which could lead to service outages. Combined with reporting and trending analysis we are able to identify and predict likely service affecting events before they occur. UK based service support and monitoring team Industry standard event monitoring and alerting tools Centralised triage function for expedient resolution and escalation activities Service monitoring capabilities 24x7x365* Trending and predictive Patch analysis investigations Proactive service reporting Higher service level availability through proactive monitoring and reporting Measured service metrics leading to service improvement initiatives More efficient use of customer technical s Improved service event identification and resolution The reduction of service downtime through identification of repeat events Complementary to existing IT, process and practice * Subject to Enhanced Service Hours Support agreements.

5 Resolve Factsheet Service desk : Operate OPERATE provides continuity of technical skill for both planned and unplanned events. The smooth running of the IT service operation is critical to the function of your business. PAV has designed OPERATE to provide experienced technical and assistance based on your business requirements. OPERATE services extend from on-demand technical assistance (as and when needed), through to full empowerment of systems administration. To complement this, the OPERATE service can also provide proactive patch and update. OPERATE offerings include Onsite/remote technical, systems administration and patch version. OPERATE is your always available IT technical support team who can provide additional capacity when you need it. Service operation of nominated systems or entire aspects of infrastructure gives an organisation fixed costs and consistent levels of service. By using OPERATE organisations can eliminate the need to train staff, provide cover for holidays/sickness, and can free up time to focus on core competencies. Acting as an extension of your IT function, the goal of OPERATE is to provide a flexible technical resourcing model that enables your business to cater for planned and unplanned IT demand. Patch Flexible resourcing model inside and outside business hours* Fully trained and accredited service support personnel Onsite technical presence for service and support duties Sophisticated remote access capabilities Dedicated Account Manager Configuration inclusive of & regular asset service reviews Reduces need for investment in dedicated internal Enables businesses to meet IT demands by complementing existing IT capability Ensures non-negotiable duties are performed Redeployment of customer technical s to higher value priorities Delivers IT operational tasks to pre-defined standards * Subject to Enhanced Service Hours Support agreements.

6 Factsheet : Improve IMPROVE allows your business to take a proactive view of the results being achieved from IT to ensure service, Patch economies of scale, efficiency and value is being achieved. Keeping the lights on and delivering day to day IT service provision is a big enough challenge on its own. However, without constant service improvement, IT services may fail to deliver the required level of business benefits. IMPROVE ensures your business receives the very best in technology awareness and education in relation to IT services. IMPROVE is packaged into service support offerings that may be provided as standalone services or as a combination of services depending on business requirements. These offering provide organisations with a more strategic view of their IT operation. Being proactive towards service and infrastructure delivery enables IT departments to maximise effort, budgets and. IMPROVE services give IT teams the information to plan how best to deliver service effectively and efficiently. IMPROVE provides access to skilled technical personnel to assess the actual level of service provision success, the processes being used and the results being achieved. IMPROVE ensures your business is able to proactively and strategically assess both current and future IT opportunities in order to enhance and improve the services being delivered to your business. Proactive health checks for your systems and services Strategy reviews and pre-budget planning Pre audit planning and post audit responses Assess results being achieved from current service provision Increased confidence in IT strategy, design and infrastructure capability Allows your business to take a step back and assess the bigger picture Maximises IT training expenditure leading to improved internal competence, confidence and innovation Improved service level availability through continuous service improvements Optimises existing technology in providing greater business value

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