Managed Services. Who are NCI Technologies? Full support for your IT systems and users, without the hassle or expense of an in-house IT department

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1 Who are NCI Technologies? NCI provide IT solutions and telephone systems to businesses and schools. We strive to be at the forefront of technological developments helping organisations get the most from their IT systems to compete in a high-tech and competitive market. From our offices in Penryn and Plymouth, we work with organisations across the whole of the UK. Waterside House, Falmouth Road, Penryn, Cornwall, TR10 8BE Penryn Plymouth Web Managed Services Full support for your IT systems and users, without the hassle or expense of an in-house IT department /11

2 Contents Pg 3 What is a Managed Service? Pg 4-5 IT Support Contracts Pg 6 Pg 7 Pg 8 Managed Firewalls and Web Filtering Managed Routers The transition from having an in-house IT Technician then outsourcing to NCI was extremely smooth. Problems are dealt with promptly, probably faster than having someone onsite, especially if you are experiencing multiple problems at once. Ria Fox-Brown, Centre Manager, The Diving Diseases Research Centre. What is a Managed Service? A managed service is outsourcing the management of a particular IT service or function to a service provider such as NCI, for example your server or PCs or your internet connection, router and firewall. Whether you want to outsource your entire IT functionality or you just want someone to manage your internet connectivity, we have a host of managed services that can enhance your business and take the worry out of managing your IT. Save time and money and reduce risk When you re busy running a company the last thing you need is to spend time and money trying to sort out IT problems. Managed services free your valuable time from trying to fix internet problems, setting up new user accounts or trying to remove a virus, allowing you to focus on your main priority - running your business. We are IT specialists and have relationships with some of the top IT vendors in the world. We are a leading Microsoft Partner having recently won a prestigious worldwide partner award. We are also partnered with HP, DELL and ShoreTel to name a few. Pg 9 Data Communications All NCI Managed Services are designed around 4 main concepts: resilience, performance, scalability and flexibility, facilitating future growth and reducing business risk. Pg 10 Managed Backup & Disaster Recovery Cartridges Solicitors 2 Pg 11 How do Support Contracts Work? Business Sector: Legal Size: 2 offices, 2 servers, 30 PCs Situation: Cartridges rely heavily on their IT infrastructure for their day to day business. Solution: Gold support contract for servers and PCs, a managed BDR solution, resilient internet connections, wireless connection to an additional office, on-going IT advice and recommendations. Support for your IT staff You may already have an in-house IT team, many of our clients do. But if your business is growing, you might find yourself needing to expand their capacity at key times. We can work alongside your team giving them additional support during upgrades or relocations, or through any of the technology challenges that growing businesses face. 3

3 Why do you need a Support Contract? Designed specifically for SME s, our contracts take care of the day to day IT support and operational management of your network. NCI support contracts can take on the responsibility of an entire IT department, allowing you to focus your management skills on growing your business. That means we deal with your day to day IT support, while also providing long-term strategic input into your IT requirements. We have a proactive approach to managing your computer systems. By preventing problems in the first place, we can avoid unexpected downtime, data loss and interruption to your business functions, saving you time and money! Support contracts are for businesses who want the peace of mind that IT support cover brings, along with the knowledge that the budget will stay as agreed with no unexpected costs. ETS (Education + Training Skills) Business Sector: Professional Services Size: 2 sites, 4 servers, 83 PCs Situation: A reliable and robust network is business critical for ETS to deliver web based training solutions to customers and provide remote working solutions for employees. They also needed both of their sites to interact as if they were one. Solution: Managed BDR for both sites, remote working solution, Platinum contract covering their servers, PCs, 2 x routers, 2 x firewalls and network. Benefits of an NCI Support Contract We deal with IT issues, allowing you to concentrate on your business Guaranteed uptime and maximised speed of your network, , databases and internet access Easy to budget with a fixed monthly price Removes any concerns over your IT infrastructure Data security with a minimised risk of loss, corruption and theft Our team of qualified engineers are at hand if you need them Cost effective - avoiding the need to employ any additional IT staff Our transparent online Customer Portal makes it easy for you to log any support requests, track any issues that our engineers are working on and see all notes and updates related to your ticket Newquay Fruit Sales Business Sector: Wholesale Size: 1server, 6 PCs Situation: Small local business needing reliable day to day IT support and security for their office. Solution: Gold support contract for server and PCs, managed router and anti-spam filtering. Our Platinum and Gold Support Contracts include: Monitoring agents installed on your PCs and servers alert us to any problems and prevent them before they occur Managed antivirus on all PCs. We keep this up to date and renew your licenses, meaning that you don t need to worry about it Remote access to your PCs via our secure website, making remote working easy and safe Microsoft security updates. We ensure that all your PC security is kept up to date Unlimited help desk calls and remote and onsite support What is included in a Support Contract? We have two levels of cover to choose from to suit your business needs, Platinum and Gold. Additionally, our Platinum Service also includes: Cloud filtering giving you further protection. Any spam and viruses are intercepted before they even reach your network Backup and disaster recovery. Our BDR takes 15 minute snapshots of your server, allowing us to completely restore all data in case of a server failure to new or existing hardware Proactive thinking! Proactive maintenance is standard across all our clients workstations and servers. We schedule most tasks to run automatically out-of-hours to ensure your workflow is never disrupted. 4 5

4 Managed Firewalls Securing your data and internal computer network from hackers and internet based threats can be a complicated and on-going task. Firewalls form the crucial first line of defence in protecting your company against these unwanted malicious threats. Next Generation firewalls monitor all inbound and outbound traffic to stop hacking attempts and malicious code such as viruses, spyware and malware from compromising your network. These firewalls are often referred to as Unified Threat Management (UTM) Firewalls and offer a comprehensive security suite combined with gateway content filtering, gateway anti-virus, anti-spyware and intrusion prevention. No Capital Costs Pay monthly solution Our UTM Firewall s are provided as a managed service; we install the firewall onsite and configure it to suit your environment and requirements. All on-going support is included as part of the service along with hardware warranty and advanced replacement. Do you need a firewall...? Do you store confidential data? Do you store customer payment details? Do you have any intellectual property such as designs or plans? Do you store a customer database? Have you ever thought about what would happen if someone hacked into your network and stole this information? Benefits of a Managed UTM Firewall All traffic in and out of your network is scanned for viruses, spyware, malware and intrusion attempts in real time, with malicious content blocked from access Overheads of processing traffic is offloaded from the router, leaving it free to do its main task of providing a stable connection and maximum throughput of data Applications such as voice can have bandwidth reserved to help prevent dropouts and loss of connectivity Websites accessed by internal staff can be logged and reported on and controls put in place to prevent access to offensive material or time wasting sites Multiple connections can be load balanced to provide resilience and split traffic between ISP s 3G Backup can be added to prevent downtime due to a line or exchange outage The firewall is completely managed and supported by NCI leaving you free to concentrate on your core business A failed unit will be replaced by NCI and re-configured so you don t have to worry about increased downtime or sourcing and installing hardware Anti-Spam/ Anti-Virus filtering With unsolicited mail (spam) now accounting for over 96% of all , businesses need a comprehensive solution to address spam, malware, viruses and data leakage concerns. NCI provides a complete solution that resides outside your network (in the cloud), requiring no additional hardware, software or personnel resources to manage daily security operations. How it works: Incoming Web Content Filtering Manage your staff s internet usage easily and securely, with tools to restrict the times or types of access. Using the internet for personal reasons, or visiting dangerous sites, can be counterproductive for a business. Our web filtering system can be set to restrict access to certain sites during certain hours, apply different rules to different people or computers or set quotas. This can cover browsing web sites, chatting on instant messenger clients or even social networking. Features include: Highly effective spam filtering Advanced malware and virus protection content filtering & image analysis policy management Business continuity package also available Did you know? As an employer you are responsible for your employees activities when using the internet. If someone is found to be conducting illegal/ inappropriate activity, you could be liable. By having an internet usage policy, employees will know the limitations on internet and usage. This policy will also help protect your organisation against liability for the actions of your employees. 6 7 To Recipient Network Cloud Based Mail Filters Router Firewall Network + Corporate Mail Server End User Outgoing Mail

5 Managed Routers How reliant are your business functions on the internet? If your hardware fails how easy is it for you to get back online? How much does this downtime cost your business? Data Communications Internet access and remote connectivity is now a key part of any business infrastructure and when it doesn t work efficiently, it can be a big headache. As with any IT component, reliability and uptime guarantees are critical. We improve network performance and availability through monitoring and managing your routers to detect and address network issues quickly. If your router fails we will quickly install a new one for you. Our Managed Router service provides an expert, fully outsourced solution to manage the routers associated with your network. This fully managed service includes equipment, network management and expertise to your premises and gives you end-to-end support for WAN communications. Benefits: Improved network performance and availability Continuous, proactive monitoring of routers detects and addresses network issues sooner while avoiding costly downtime A single point of contact for end-to-end management. Save time and money by eliminating the need to co-ordinate with multiple organisations for support A failed unit will be replaced by NCI and re-configured so you don t have to worry about increased downtime or sourcing and installing hardware Their network infrastructure expertise is unmatched. Stuart Fraser, Hall for Cornwall West Cornwall Pasty Co. Business Sector: Food Retail Size: 70+ sites, 7 servers, 100+ PCs Situation: Through substantial growth over the last 5 years, West Cornwall Pasty Co. now have over 70 stores across the UK which require access to a robust IT platform to deliver core business applications. Solution: A Platinum support contract and mirrored BDR solution for all servers provides a resilient and managed core infrastructure and Platinum support for the distributed PC environment provides a managed service where NCI act as the IT department for the business. Managed routers, PWAN and firewalls mean a fully supported Wide Area Network (WAN) which is managed by NCI. ShoreTel telephone systems are managed by NCI at each WCPC location. We provide both Internet Connections and Multi-Site Connectivity Offering a wide range of managed communication services, we are positioned to make realistic, case-by-case recommendations on what your business requires for internet access, remote/ distributed office environments, remote access and any other connectivity requirements. Working with a number of market leading partners and service providers, our solutions are based around best available bandwidth (upload and download) low contention and high up time guarantees at a price point suitable for each individual company. Our data communication solutions include: Business Broadband Bonded Broadband services Fibreoptic Broadband Ethernet First Mile (EFM) Leased Lines Full MPLS and PWAN solutions LAN Extension Services Wireless We can seamlessly integrate a wireless LAN into your existing network, including the installation of point to point wireless and wireless bridging to extend your network to another building where it is not possible to pull cables. 8 9

6 Managed Backup & Disaster Recovery Backing up your data is one of the most important aspects when thinking about IT, however, commonly this is overlooked which leads to huge problems. Remote Support Helpdesk/NCI Technical Support Losing data and extended downtime can cost you a lot of time and money. Our managed backup & disaster recovery solution ensures that all your data is backed up and protected, so in case of a system failure you can have complete peace of mind that all your data; from an individual file, through to an entire server room is safe and not lost. If the worst happens, we will get you back up and running with minimum delay! Benefits Restore a failed server in less than 2 hours, minimising business downtime Quick and easy file recovery Automatic data backup every 15 minutes Monthly, weekly and daily archiving of your data Heightened security with encrypted data backups Backup multiple servers to a single BDR Increased reliability by replacing unreliable tape drive backups Managed Backup & Disaster Recovery Our new backup system really came into its own recently when a problem with a software install could have meant loss of data, however normal service was resumed in a short time period. Roz May, Regional Manager, Education + Training Skills The Cloud How do Support Contracts work? Managed Services Infrastructure (MSI) (Monitoring & Remediation) Ticket logged by MSI Automatic Updates Web Portal Phone Ticket logged by customer Technical Support Onsite Support Synchronised daily to Automatic Alerts Server (or multiple servers) Backup every 15 minutes Onsite BDR Removable Media (offsite) Customer Site with monitoring agents on PCs, servers & BDR

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