HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

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1 HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services enable organisations to deliver complex support solutions with reduced risk and lower costs than open market alternatives. Helpdesk Our Helpdesk service provides a dedicated point of contact to answer, log, resolve, escalate and manage all calls with regular status updates. Our customers can expect a resolution over the phone or via remote connectivity to their Server or PC. Where a resolution is not possible, the call will be escalated to the relevant specialist. At all times, the Helpdesk retain ownership of the incident through to closure. Our Helpdesk service can provide support for the following Microsoft Front Office and Back Office products: Windows 2003 Server Windows 2008 Server Windows 2008 R2 Windows XP Windows Vista Windows 7 Office XP, 2003, 2007, 2010 Microsoft SQL Server 2005, 2008, 2008R2 (requires separate SQL Plus Contract) SharePoint Services, Microsoft Office SharePoint Server, SharePoint 2010 (requires separate Microsoft SharePoint Contract) Microsoft CRM 4 and 2011 (requires separate Microsoft CRM Support Contract) Microsoft Hyper-V Microsoft Forefront Antivirus, Microsoft Endpoint Protection Microsoft Exchange 2003, 2007 and 2010 Microsoft Data Protection Manager 2010 HOURS OF COVER Service is available through our normal business hours which are Monday to Friday 9-5:30pm, excluding public and bank holidays. KEY FEATURES Unlimited helpdesk calls Rapid Response Dedicated and highly skilled support engineers Senior Consultants available for technical assistance Broad skill set

2 Server Monitoring WHOLE CLIENT MONITORING Rather than just monitor a server, DMC takes a more rounded proactive approach to IT support, with our server monitoring system you ll be able to monitor RAID arrays, remote offices, ISP connection, bandwidth usage, website and network servers. In short, we monitor the key parts of the whole system that cause the most serious of problems - and alert you proactively. PROACTIVE DAILY AND WEEKLY HEALTH CHECK REPORTS A daily and weekly Health Check report will be automatically generated to advise you of any emerging issues before they turn into major problems, allowing you to rectify them before they result in downtime and loss of revenue. Reports are also generated to alert us, as your IT Support provider, via . If you also have a Server Maintenance contract with DMC, we can advise you of potential problems and order the replacement part before you are aware that the problem exists! ALL ROUND-THE-CLOCK Server and Network Monitoring Checks (24x7) which includes: Windows Service Monitoring, Disk Space, Server Performance Monitoring, Website, Bandwidth, TCP Port Monitoring, PING, SNMP (Including RAID Array), File Size, Roll Your Own Event Log Check, and Roll Your Own Script Check. ALL DAILY Server and Network Monitoring Checks which includes: Backup, Anti-Virus, Drive Space Change, Critical Event, Disk Health, Hacker, WSUS Patch Monitoring, File Size, Multiple Exchange store and automated tasks on the server.

3 Server Monitoring Example Report 1

4 Server Monitoring Example Report 2

5 Server Monitoring Example Live Report: Server Monitoring - Example Backup Check:

6 MAINTENANCE SERVICES DMC partner with the UK s renowned BT to deliver exceptional value-added services designed to optimise the availability of IT services, blending dedicated on-site, mobile and remote systems and software support capabilities to provide the optimum combination of service to match any client's requirements. Fault incident resolution services are delivered through a nationwide mobile service team, complemented by remote diagnostic facilities to deliver high levels of first touch resolution and system recovery. The following table outlines some of the maintenance service targets available from DMC Software Solutions. These are the standard offerings which meet the majority of client's requirements. The "Fix" will be achieved utilising whatever methods are required, i.e. by phone, by supply of a client replaceable unit (i.e. mouse, keyboard) or by an IT service engineer site visit. Fix Level Target Descriptions 4 Hours - The fault incident will be fixed within four business hours*. 8 Hours - The fault incident will be fixed within eight business hours. 16 Hours - The fault incident will be fixed within sixteen business hours. * In order to meet this service level dedicated spares may be held at strategic IT locations or client premises TotalCare Maintenance Services is predicated upon achieving a fix within the target times shown above. Where IT services are critical to a client's business, this is a much more valuable commitment than the more common guarantee of a response only. In the event of hardware failure and the operating system being affected, our BT service includes a re-installation, subject to the client having the available media and licenses on site. All service requests can be raised by clients via or telephone which will be directed to our Helpdesk. Incidents are then technically vetted, before being passed to Logistics Planning and Field Service Planning to ensure engineers and parts are despatched as required to meet the Fix Level within the contracted service commitment. The engineer will fix the unit on-site wherever possible. If this cannot be achieved we will exchange the unit to provide a loan of equivalent or better specification within the fix time and client equipment will be returned to the IT workshop for repair. Call centre agents manage each call throughout, updating the client or Helpdesk as necessary with progress on the call.

7 OPTIONAL SERVICES In addition to our Helpdesk & Server Monitoring and Maintenance Services Support Contracts, the following optional services are available to complement these contracts or indeed can be purchased as standalone contracts. Off-Site Backup Among all backup software available in the market, DMC s Backup Software comes with the most useful features that you can think of. All features are designed to help you back up all your database servers, servers, client applications, file servers, virtual machines, desktops and laptops automatically, and allow system administrators to manage the backup system and backup users easily. KEY FEATURES: Supports Microsoft Exchange Server, Microsoft SQL Server, Oracle, Lotus Notes and MySQL backup 1 Supports individual mail backup for Microsoft Exchange 1 Runs on Windows, Linux, Mac OS X, and UNIX 2 Backing up changes within a file (In-file delta) Supports backup of "open files" 3 Real-time offsite data replication Protects all desktops and notebooks easily Restore files anytime, anywhere Supports seed loading which allow backing up to a local removable hard disk 1 1 Supported by DMCOBM only. 2 DMCACB runs on Windows (2000 / XP / 2003 / Vista / 2008) and Mac OS X only. 3 Supported by Windows (2000 / XP / 2003 / Vista / 2008) only. DMC Online Backup Manager (DMCOBM) is a full-featured client application used to backup data to the DMCOBS. DMC A-Click Backup (DMCACB) is a lite client application for easy backup / recovery of files to / from the DMCOBS.

8 FULL FEATURES LIST: Client Side DCOBM DMCACB Backup Common Operating System, Virtual Machines, Database Applications, & Files Windows system image bare metal backup Microsoft Outlook / Outlook Express Microsoft Exchange Server Microsoft Exchange Server at mail level Microsoft SQL Server Microsoft Hyper-V Cluster VMware ESX / ESXi (paid & free) / Server / Workstation / Fusion / Player Oracle Database Lotus Domino / Notes MySQL Files being opened in Windows Common files Fully Automatic Continuous Data Protection for selected files / folders Flexible backup schedule Daily Weekly Monthly Yearly Multiple Schedules Automatic restart missed backup job Automatic close to real time replication NA NA Optimized for High Speed Offsite Backup Multi-threading backup In-File Delta block level incremental / differential backup Bandwidth throttling for individual backup user NA NA Secure Offsite Protection Backup account protected by login name and password Top of the class encryption 256-bit encryption Encryption key definable by user AES algorithm TwoFish algorithm Triple DES algorithm 128-bit SSL channel support Reliable and Fast Restoration CRC data integrity checking on server side NA NA Server-side delta merging NA NA Multi-threading restoration

9 Client Side DCOBM DMCACB Easy to Use, Manage and Trouble-Shoot NA NA Group policy NA NA Centralized web management console NA NA Multi-level system user management NA NA Restore anytime and anywhere through web console NA NA Triggering backup from server side by administrator NA NA Comprehensive log, report and statistics NA NA backup report to user and system administrator NA NA Support Windows Active Directory NA NA Support proxy server NA NA Seed-load utility for copying large data onto backup server Command line tool Flexible retention policy Simple (by day) Advanced (by week, month, quarter, year, backup job or user defined policies) Multiple backup sets Logout reminder Off-line backup reminder Filter files by extensions Filter files / folders by any user defined patterns Keep a local copy of the backup data 32 languages support Run on Common Operating Platforms Windows Mac Linux UNIX Heterogeneous environment support NA NA Ready for Future Expansion High availability NA NA High scalability NA NA Features Designed for Service Providers Creation of free trial accounts NA NA OEM branding and customization Branding through customization portal Free billing module NA NA Multi-level reseller management NA NA Auto-upgrade of client backup applications Displaying advertising banners on client applications

10 SQL PLUS SQL Plus enables our clients to focus on their core business while we proactively monitor their database infrastructure for availability, performance and resilience. This helps to ensure your SQL Server is tuned in conjunction with the system resources it supports to meet your needs. This service is performed remotely by our specialists. SQL Plus also covers the following key tasks for products with active support contracts for Sage 200, Sage CRM, Sage SalesLogix and TotalCare: Advice and recommendation on SQL Server Backup of database(s) (manual backup up to 10 databases) Change Security option on SQL Server Change Security option on SQL Server Analysis Services Checking database Creation or amendment of Maintenance Plan Rebuilding index database Reorganisation index database Restoration of database(s) (manual restore up to 10 databases) Shrinking database (compression) Verification of settings on SQL Server Verification of settings on SQL Server Analysis Services IT Consultancy Services This service provides on-site consultancy, systems audit and technical infrastructure advice based on many years of knowledge, experience and best practice in our industry. IT Implementation Services Our senior engineers can provide on-site assembly, installation and implementation services to meet your requirements. Hardware & Peripheral Sales The procurement of hardware and peripheral products can be a time consuming exercise to ensure you are getting the best value for your investment. DMC Software Solutions can provide you with competitive quotations from our leading and established suppliers.

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