Expert IT help, advice and 24/7 support, whenever required.

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1 IT Services IT Support & Maintenance Expert IT help, advice and 24/7 support, whenever required. What is it? IT Support and Maintenance delivers comprehensive, responsive and proactive support services for all aspects of your ICT infrastructure. Through a choice of fi xedfee or fl exible options, you can access the skills, know-how and manpower your business needs to support and maintain its critical systems. Why use it? Free up internal resources to focus on your core business. Choose to pay-as-you-go or get unlimited suport for a set monthly fee. Obtain true 24/7 Service Desk support from Australian-based technical specialists. Increase productivity through improved system uptimes and monitoring. Get expert IT help, how and when you need it. At Brennan IT, we believe you need a reliable partner to help manage, service and support your IT infrastructure. Get the proactive support, monitoring and management your business requires, with guaranteed service levels and 24/7 access to specialists. Overview As IT makes it s mark on all aspects of today s business operations, reliance on computing systems has never been more intense. Unfortunately, many businesses struggle to keep their systems online and working well losing out to downtime, poor performance and unforeseen risks. Our IT Support and Maintenance services offer fl exible or fi xed-fee management and monitoring for your IT infrastructure. With 24/7 access to specialists and guaranteed service levels, use us to support your cloud services, infrastructure, servers, networks, desktops, helpdesk and anything else your business requires.

2 Managed IT Support Full-service, SLA-backed support for a set monthly fee. Flexible IT Support Pre-paid blocks of support hours for a fl exible pay-as-you-go approach.

3 Managed IT Support To maintain continuous and productive operations, businesses need their IT support to be proactive, multi-skilled and ready to respond around the clock. Brennan IT s Managed IT Support delivers a guaranteed and fl exible service for a fi xed and predictable monthly fee. Use it to transfer the responsibilities and risks associated with keeping your systems online and performing to our expert teams. You ll receive 24/7 access to technical specialists, guaranteed service levels via stringent SLAs, and a fl exible approach ready to tailor a solution to your precise needs. Features Managed IT Support provides a fl exible combination of management, support and monitoring services in any of the following areas: Server infrastructure. With innovations such as virtualisation and the cloud, server management and support has become a more intricate and exacting task. Whether your server and infrastructure systems include Storage Area Networks (SANs), Hypervisors or more traditional solutions, Managed IT Support will provide your business with the specialist skills of more than 100 industry-certifi ed professionals ready to manage and monitor your systems and keep your business online. Network infrastructure. Managing private networks can be highly complex. Brennan IT s Managed WAN division can work to streamline your network operations, from wireless WAN to Dark Fibre, WAPs and SSLVPNs. We have an enviable reputation for Tier 1 equipment management and we support all types of network infrastructures, including fully- managed cloud systems. Desktop and end-user services. From the daily grind of patch, antivirus and fl eet management, to increased productivity through automated deployment, Managed IT Support can streamline your desktop services delivering Standard Operating Environments (SOEs) with locked-in service levels that leave you to concentrate on running your business. Service desk. Brennan IT s Managed IT Support gives you access to true 24/7 Australian based support, not a messaging service. We track and work to resolve issues as they are raised, providing a single point of contact for you and your staff with specialists who understand your systems. Monitoring and management. It s better to stop problems from happening than to solve them once they ve occurred. In the belief that information is everything, Managed IT Support aims to provide a single-pane-of-glass view of your ICT operations. Our Command and Control (C2) platform delivers best-of-breed management, monitoring, support and reporting tools. Whether it s real-time incident logging or monthly status summaries, C2 keeps watch on your systems. Benefi ts For businesses who need responsive support and management, for any aspect of their ICT operations, Managed IT Support delivers: High levels of service through strict service level agreements (SLAs), providing guarantees around the availability and performance of your IT infrastructure. Reduced financial risk through fi xed monthly management fees for increased control over your IT budget. Increased performance and productivity through better uptime across your infrastructure via proactive, real-time system monitoring and issue detection. Access to knowledge and specialist expertise through the advice and know-how of our 100+ certifi ed professionals. Modular flexibility with options to tailor a solution to support and manage all, or part of your IT infrastructure, as determined by you.

4 IT Services IT Support & Maintenance Flexible IT Support With the central role IT plays in today s operations, businesses need on-demand IT support to help manage and improve their systems. Our Flexible IT Support delivers comprehensive support and assistance from expert practitioners, as your business requires. Simply purchase pre-paid blocks of support hours and receive fullservice IT support and monitoring on a pay-as-you-go basis. Technology requires access to expert and experienced resources that are often expensive and diffi cult to hire. Whether it s to deliver business critical projects or simply keep operations up and running daily, our fl exible support option provides your business with experienced support, monitoring and maintenance services. The Features Use Flexible IT Support to: Access skilled and experienced resources. Brennan IT s consultants have a wealth of experience managing all types of systems, applications and networks. Obtain professional support. Our Australian-based support services operate 24/7. Use us to support your existing infrastructure. Execute new projects. Nothing helps the design and development of new IT projects like experience. Use our Flexible IT Support to secure the resources you need to rollout new systems or extend existing ones. Maintain your systems. We can monitor and maintain your servers, applications and desktops, keeping virus defi nitions and critical patches up-to-date. Audit your infrastructure. From security assessments to network audits, use Flexible IT Support to ensure your systems meet legislative and other requirements. Fill short-term vacancies. Use our staff when yours are out of the offi ce, or during periods of high demand. The Benefi ts Simple to manage costs, with pre-purchased support packs available in 25, 50 or 100 hour blocks. Pay-as-you-need access to expert skills and resources. Access to the complete range of Brennan IT s specialist knowledge from cloud computing to virtualisation. Australian-based, true 24/7 support. Flexibility in how you support and manage your systems. Brennan IT Managed IT Support allows us to concentrate on what s accelerating our growth while leaving others to manage our IT systems. Their service absolutely represents value for money. Tim Bouton, Senior Associate Enstruct

5 IT Services IT Support & Maintenance At Brennan IT, we believe in choice. You can choose to obtain our expert support and monitoring services through either our Managed IT Support or Flexible IT Support options. Service Desk Services Inclusions Managed IT Support Flexible IT Support 1st/2nd Level user support Included Chargeable 24/7 Australian based telephone support Included Chargeable Incident logging and tracking Included Included Online access to logging and tracking system Included Included Guaranteed response times based on severity Included Included Onsite Services Onsite support during business hours Included Chargeable Onsite support outside business hours Optional Extra Chargeable Server Infrastructure Maintenance & Support Patch and security management Included Chargeable Hardware problem management Included Chargeable Software problem management Included Chargeable Management of key server applications Included Chargeable Antivirus management Included Chargeable Desktop Infrastructure Management & Support Patch and security management Included Chargeable Hardware problem management Included Chargeable Software problem management Included Chargeable Management of key desktop applications Included Chargeable Anitvirus management Included Chargeable Remote management of desktops and mobile devices Included Chargeable Data Rentention Management & Support Daily backup monitoring Included Chargeable Device, backup and restore management Included Chargeable Tape rotation and offsite storage Optional Extra Optional Extra Real-Time Monitoring & Monthly Reporting 24/7 Infrastructure monitoring and availability tracking Included Excluded Monthly server performance report including capacity management and availability Account Management Included Excluded Dedicated account manager Included Excluded Procurement of hardware and software Included Excluded Vendor management Included Chargeable Included - Inclusive Service Excluded - Service not available in this package Chargeable - Charged per hour and deducted from your prepaid service pack Optional Extra - Optional service incurring an additional fee

6 WHY BRENNAN IT? At Brennan IT we are passionate about the Australian mid-market and believe that using technology is more than just choosing the right product or service it s about forming a critical and strategic business partnership. We believe that by providing the support and systems your people need, we can help them to be more effective, allowing your employees to innovate and collaborate from anywhere, at any time, on any device. For more information on how Brennan IT can benefi t and support your business, visit or call