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1 Providing 24/7/365 sample committed text help that desk maximizes services to support you productivity! your business! 24/7/365 committed help desk services to support your business! Overview Today the productivity and efficiency brought by new technology can have a large impact on your organizations success. However it is these same technologies that can present users with adoption challenges and technical issues that can cause road blocks. The Jolera help desk services group operates and runs the Support-I.T. product line designed to be an all-encompassing or extension of your I.T. support strategy. Jolera s help desk services group is the pillar of our offerings and designed to meet the constantly escalating demands of its user base. Support-I.T. Features 24/7/365 Never Sleeps Support Full Bilingual Support SLA Guarantees User Satisfaction Polling Onsite or Remote Support 3 Tiers of Escalation Full Ticket Management Flexible Application Support On demand, caring & committed support! For more information visit us online today at

2 Key Features and Benefits 24/7/365 Never Sleeps Support A true sign of any successful help desk services organization is the 24/7/365 availability of support. Jolera's commitment to being one of the best I.T. support organizations has followed by key investments in ensuring a 100% available help desk. Call, , or online chat, are the key contact methods for our helpdesk team. Full Bilingual Support As a Canadian founded company Jolera believes in ubiquitous support across all provincial and global regions. This key trait has ensured our investment in bilingual support staff coupled with ticket management in English and French interfaces. SLA Guarantees Managing and exceeding user expectations is a challenging task to juggle in our technology dependant workforce. To help clients understand the type of experience and response/resolution time s users can expect we have designed 3 different SLA categories that can be mixed and matched across organizations. These SLAs are extremely aggressive and can only be matched by high performing help desk teams like Jolera's. User Satisfaction Polling In the help desk services business it can be cumbersome and difficult to consistently gauge user satisfaction and experience. At Jolera we have designed our own rating systems that are quick and easy to implement in any organization and guaranteed to not to overburden your users with answering multiple questions on a regular basis. Using the thumbs up or thumbs down rating strategy we have quickly been able to improve on the good and change the disliked. Onsite or Remote Support AROUND THE CLOCK 24/7/365 SUPPORT The Support-I.T. product is broken down into two main service categories. The first is our onsite team of tier 1 and tier 2 representatives. We encourage our customers to buy onsite services in bulk hours and preschedule the visits as needed. Tier 1 Support is focused on user interface and basic server maintenance while tier 2 is designed for advanced server maintenance and work. The other major category for Support-I.T. is the help desk services made up of three tiers (silver, gold, executive) that can be customized on a customer and user basis. The help desk services includes tier 1-3 escalation and uses our remote control tools to assist in connecting to complete troubleshooting and necessary work.

3 How Product-I.T. it Works! Help Desk Desk Side Server Side Downstream 3 Tiers of Escalation Critical to a successfully running helpdesk is the triaging of support incidents and the quick resolution and escalation of tickets. Jolera's help desk services group has its own full complement of service representatives that have been able to consistently surpass industry standards for first call resolution (FCR). Our goal is to reduce the different support representatives that customers need to interface with and quickly resolve all incidents before SLA breach timelines. Flexible Application Support Most Jolera customers have a unique or custom application that requires help desk assistance in supporting. With good documentation and training our help desk services group is prepared to learn and resolve issues that may arise from these unique customer specific applications. Our team is consistently training and adding to the list of supported applications, tools, and services - we welcome our customer additions. Full Ticket Management Key investments have been made over the past few years to upgrade our incident management tools to allow for better tracking of issues, pattern recognition, easy access to client portals, and great SLA tracking mechanisms. In addition to these key advances Jolera's ticket management tool also excels in thorough reporting that has allowed us to further evolve our team into the high performing group it is today.

4 Feature Rich Packages Support-I.T. Help Desk An off-site multitiered support service that provides 24/7/365 access to technical support from our help desk. Help Desk Key Features Offered on a flat fee per user/month Real time technical support by qualified support professionals Single point of contact (24/7) for all problems, requests and questions Service Level Agreement (SLA) based on issue urgency Local and toll free telephone, web portal, Skype and communications Real time web chat Remote technical support tools to interact with a user s desktop Escalation path for all service requests (remote) Desktop Basic MS Office Suite of Product and Windows, MAC O/S and MAC MS Office User Move Adds Changes (MAC) We support additional applications on a best effort or otherwise agreed upon basis Support-I.T. Desk Side Technical support that provides Tier 1 Technical Support for desktops, laptops and mobile devices at clients location Desk Side Key Features Microsoft Certified Professionals or similar proficiency Desktop, Laptop and mobile device troubleshooting and repair Database migration Reports, Stored Procedures and Queries Database monitoring and reporting Desktop Application support

5 Feature Rich Packages Support-I.T. Server Side Technical support that provides Tier 2 Technical Support for server, desktops, laptops and mobile devices and network devices at a clients location. Server Side Key Features Microsoft Certified Professionals or similar proficiency Desktop, Laptop and mobile device troubleshooting and repair Server device troubleshooting, repair and change management Server Application installations and Group Policy Rollouts Desktop Application support General Proficiency Open Systems Interconnection model (OSI) Layers 4 through 7 Support-I.T. Downstream We provide you with the means to manage your IT department - you simply provide the resources. Downstream Key Features Custom help desk board with organizational views and usage Time tracking and expense management modules Project tracking and automation Automated ticket creation and escalation reporting Customize workflow for notifications Cost effective incident management system with detailed Seamless handoff from Jolera to your local IT YOUR SUCCESS IS OUR SUCCESS

6 Jolera Product and Service Offerings Server collocation services 24/7 Helpdesk and onsite support Hosted Sharepoint Sites 24/7 infrastructure monitoring and inventory Internet Connectivity and WAN solutions Seminar and web based custom training 24/7 infrastructure management with SLA Structured cabling services Offsite Automated Backups 24/7 management of cloud infrastructure Spam/Anti-virus protection Private cloud server hosting Application development services Shared Web, DNS, SVN, and SSL Hosting WAN Acceleration and Optimization Infrastructure professional services For more detailed information contact us at: Local (Toronto): , Press #2 Toll Free: We provide an à la carte portfolio of products and services tailored to meet your business needs. Jolera Inc. 477 Mount Pleasant Rd, Suite 400 Toronto, Ontario, Canada M4S 2L9 Visit online at

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