CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY.

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1 CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY. Standard Support Professional Support Premium Support COMPAREX MultiVendor Helpdesk

2 02 Your Proactive Support Partner // COMPAREX MultiVendor Helpdesk THE SATISFACTION OF YOUR CUSTOMERS THE MEASURE OF OUR QUALITY AND EFFICIENCY Information technology has long ceased to be an end in itself. On the contrary, it is the cornerstone of a modern, properly functioning company. The secure and trouble-free flow of your internal business processes provides the foundation for successful collaboration with your customers and is, therefore, our ultimate objective. With the COMPAREX MultiVendor Helpdesk, you have a powerful and highly qualified partner that offers you proactive, dynamic, cross-vendor all-round protection for your IT operations. Regular training and ongoing certification ensure that our employees remain highly technically skilled. This performance can be expressed in figures: 80 per cent of all calls are dealt with immediately by the MultiVendor Helpdesk. In addition, the quality and efficiency of our operating processes are checked and certified in accordance with ISO 9001 and ITIL. Not only do you benefit from the process and results-oriented support we provide, you can also impress your customers by delivering maximum security, availability and performance. ACT RATHER THAN REACT OUR PORTFOLIO The COMPAREX MultiVendor Helpdesk does not only provide you with 1st, 2nd and 3rd level 24/7 support; our Technical Account Managers (TAM) are available around the clock as your central point of contact and are there to actively support you. Hotfix Support Business Continuity Management Proactive Services of the COMPAREX MultiVendor Helpdesk Process Analysis and Design The objective of our support service is not merely to react to your problems and questions, but to prevent possible breakdowns and keep your IT processes running smoothly. We have developed various support models that are closely tailored to your specific needs. Monitoring Technical Account Manager Reactive 1st, 2nd & 3rd Level Support Health Checks Security Audits Distinguished! Besides being a Microsoft Gold Certified Partner and a VMware Authorised Consultant, we are the certified partners of many other reputable vendors. This exclusive know-how and the extensive project knowledge of our support specialists ensure that the IT support you receive is of the highest quality.

3 COMPAREX MULTIVENDOR HELPDESK Your Benefits Professional protection for your business operations Proactive protection against downtimes One contract for all vendors No shortages in resources Less time required for your IT administration Fewer service and IT costs One central point of contact for escalation problems COMPAREX MultiVendor Helpdesk

4 04 Support Package// COMPAREX MultiVendor Helpdesk TAKE ADVANTAGE OF OUR SUPPORT PACKAGES Standard Support Our recommendations: for customers who require competent support in solving everyday IT-related problems. Available from 8 a.m. 6 p.m. Response time: Two hours (for server, network, system or critical application problems) Support service includes support for all vendors Professional Support Our recommendations: for customers who require the fastest possible support in the event of an error or help with solving staff shortages. 24x7 availability Response time: Two hours (for server, network, system or critical application problems) Support service includes support for all vendors Remote access Monthly call statistics and monthly newsletter Premium Support Our recommendations: for customers who require active and proactive support from clearly defined COMPAREX contact partners (Technical Account Manager, support engineers) as well as support from partners and vendors. 24x7 availability Response time: Two hours (for server, network, system or critical application problems) Support service includes support for all vendors One dedicated point of contact (TAM) who is your primary contact person Escalation management Direct access to vendor support (3rd level Microsoft, Citrix, Novell/Suse support) Remote access Monthly call statistics and monthly newsletter

5 05 Additional Services // COMPAREX MultiVendor Helpdesk COMPAREX Monitoring Support Your IT systems need to be stable, powerful and flexible, yet remain cost-effective. That s why ensuring your business operations run smoothly and preventing outages is becoming ever more important. COMPAREX IT System Monitoring is a proactive service that goes beyond the COMPAREX support provided for your IT infrastructure. Day or night, our specialists will identify problems at an early stage and take steps to rectify them. This makes a decisive contribution to business continuity management and process optimisation, and prevents damage to your company. How you benefit: Your business operations run smoothly Your IT systems are protected against breakdowns Network errors, bottlenecks and performance problems are detected at an early stage as are threshold value transgressions Accurate diagnostic information on the current state of your IT systems is available at all times A decisive contribution is made to business continuity management and process optimisation Continuous and preventive monitoring of important performance parameters from your IT environment is provided Monitoring 4Support Proactive Service Service Level 2Professional Support 3Premium Support Technical Account Manager Access to vendor support 1Standard Support Available from 8 am 6 pm 24/7 Availability 24/7 Availability Service Support

6 06 Our Vendors // COMPAREX MultiVendor Helpdesk SATISFIED CUSTOMERS ARE THE BEST REFERENCES Customers Selected Escalation Feedback Surveys For us, customer satisfaction is more than just a formulated objective; it is our passion. The results of regular surveys completed by our customers show clearly that the fast response time, the high technical level and the results-oriented support of our specialists are exactly what contribute to the high quality of the MultiVendor Helpdesk. Nicole Weber, Head of the COMPAREX MultiVendor Helpdesk We also regularly receive this confirmation via our feedback tool: The way in which my problems and questions relating to Utimaco s SafeGuard Easy are handled is just what I need for my workflow. The technical discussions held in order to come up with a solution are also very productive. Absolutely great! Manfred Lehmann, Sparkasse Zwickau Thanks again for the excellent, extremely competent and very quick help! Wolfgang Albert, TDS HR Services and Solutions GmbH I think the support provided is really very good. I ve already spread this information around in my company, as it s not often that you find this level of quality. Klaus Flaschenträger, German Central Bank, Head office in Frankfurt Even in the planning stage, we were thoroughly impressed with the know-how demonstrated by the experts at COMPAREX. IT Coordination, Volkswagen Sachsen GmbH, Zwickau Support for the Following Vendors (Extract)

7 07 Our Customers // COMPAREX MultiVendor Helpdesk SUCCESS BREEDS CONFIDENCE A Selection of our Reference Customers GfK SE We support a number of different server systems in a very heterogeneous system environment at our data centre in Nuremberg. In order to ensure the stable operation of these systems, it is essential that we receive direct hardware support from the respective vendors while maintaining quick and direct contact to each software provider. The MultiVendor support from COMPAREX was very convenient for our needs. This addition to our own very well-trained IT staff is the ideal solution for our software support requirements. Helmrich Streitmatter, IT-Manager, GfK Data Services Solution: Premium Helpdesk support 24 x 7 support Vendor-independent premium calls Flexible quota of TAM hours Seyfert GmbH Engineers at Seyfert are passionate about packaging. As our employees and customers need to be constantly kept up to date, communication via Microsoft Exchange plays a key role here. When the attempt at recovering our environment suddenly failed and our exchange database was damaged, we received expert support from the COMPAREX MultiVendor Helpdesk. With call priority A, the log containing errors were analysed and the system was successfully restored. Thanks to COMPAREX, our employees were able to continue communicating via Microsoft Exchange without any adverse effects. We ll definitely rely on this security in the future. Stefan Goll, IT Centre, Seyfert GmbH Solution: Professional Helpdesk support 24 x 7 support

8 COMPAREX MultiVendor Helpdesk // International Presence Call acceptance and customer support provided by international subsidiaries in a local language. If required: Problem solving and provision of 1st, 2nd and 3rd level support by means of central coverage through the multilingual MultiVendor Helpdesk in Germany. Contact 1st Level Support: nd & 3rd Level Support: helpdesk@comparex.com COMPAREX AG Blochstraße Leipzig COMPAREX MultiVendor Helpdesk