Dedicated to you and accountable for your service relationship

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1 Dedicated to you and accountable for your service relationship For more information : claranet.co.uk - twitter.com/claranet To book an appointment or to discuss our services : Call us : us :

2 Working in partnership Claranet designs, builds, manages and evolves your services in CUSTOMER partnership CUSTOMER with your business helping you achieve your desired business outcomes today and in the future. We combine the insight we gain from our customers with the knowledge of our own subject matter experts to design solutions tailored to your needs. We continually work to improve everything we do. Design We take the time to listen and understand your business along with your EXPERIENCE personal EXPERIENCE and IT objectives. By understanding your challenges we can work with you to design a tailored service to meet your needs. By using common service ingredients and proven processes we speed up deployment times while maintaining quality. Build Once your solution has been designed, our Service Delivery team EXPERIENCE will EXPERIENCE take over, to manage the implementation and delivery process working closely with your internal teams. We take pride in ensuring your solution is delivered correctly and to the agreed schedule. Manage Your business is managed by our Service Operations team who provide a proactive, ITIL aligned, service around the clock. You receive a single point-of-contact, providing fast response and clearly defined ownership. A technical expert is always on-hand should any issues arise. Evolve Circumstances and objectives change. Our teams understand your business and new technologies, and are available to work with you on your strategic planning and roadmap development. We aim to continuously improve your services. Claranet understands just how important IT is to our customers businesses. We take the trust that our customers place in us very seriously and are completely focused on ensuring that all elements of the services we provide continually reflect this understanding. Wiebe Nauta - Operations Director, Claranet UK Expertise you can trust Solution Design Service Delivery Service Operations Service Management Service Quality Security & Compliance Vendor Management

3 Your service advocate Delivering best in class, ITIL aligned; service management starts with understanding your business. Your world is the service manager s world. Your service manager is your dedicated point of contact responsible and accountable for the complete service relationship. They will support you and be your service advocate. We have a regional service management presence across our UK sites which mean we can provide local support to you but also access the wealth of knowledge from across Claranet both in the UK and across Europe. With you every step of the way Service managers work with you across the service lifecycle from the start of discovery, analysis and scoping processes in the design phase, to working alongside project managers with regards to project planning and on-boarding, then to the evolution and continuous improvement of your service. We work closely with your account manager and solution architect and share our knowledge of your business across Claranet. Partnership approach We want to meet with as many key stakeholders within your business as is practically possible to ensure a deep partnership is built and for us to understand how you operate. This takes time but is the investment we make to ensure we know what matters to you and how we can drive success together. We are committed to working with you to ensure a long term relationship based on trust. We want to act as a natural extension to your team. Proactive service We deliver a proactive service by being involved in strategy discussions and understanding your business drivers, roadmaps and challenges which can impact the services that Claranet deliver. Service managers will arrange regular service review and technical review meetings with tailored outputs to achieve the right business outcomes. We will bring industry insight gained from our work across all sectors in the UK. Insight that allows you to make better decisions Your service manager drives and supports continuous improvement programmes on your behalf, service reviews and service enhancements. By understanding your business they help to anticipate your future requirements. We will spend time onsite with you, facilitate meetings with key stakeholders and virtual teams that will review all aspects of the service being delivered but importantly question and push the boundaries to ensure we are considering the future too. Central to our role is providing you timely and relevant reporting including demand and capacity planning. Our reporting is tailored to meet your business needs. This allows you to have valuable insight as to how the services are performing and demonstrate the ROI but more importantly supporting decisions around how the services can be shaped moving forward. This is done through a regular face to face review utilising our lifecycle scorecard approach.

4 plans Service Managed Service Managed Premium Service Managed Premium Plus On-boarding meeting Call Face-to-face Face-to-face Service review meetings (face to face) Annual on request + quarterly calls Quarterly Monthly Service review reports Annual on request Quarterly Monthly bespoke Technical review meetings Annual Bi-annual Quarterly Relationship scorecard Quarterly Monthly Service improvement plan Aligned roadmap Weekly calls On site working visits Weekly/Monthly Aligned technical resource Dedicated support contact Senior executive reviews Executive sponsorship Customer Advisory Board Annual

5 Service Managed What you get Welcome pack You will receive a welcome pack containing all the information you need regarding your service managed service along with an on-boarding call from your service manager. The service manager will arrange an on boarding meeting with you to cover the following aspects: Overview of service management and how we will work with you to support your business Discuss service review meetings and how these can best support you Overview of solution support, service levels, response times Where applicable, the service manager will attend any key meetings throughout project delivery and project closure. As the customer representative within Claranet, the service manager will ensure that your solution is handed over into live service with a service wrap to deliver the required business outcomes. Annual service review meeting You have the option to request a face-to-face annual service review meeting to review all aspects of the service, service levels and performance Annual technical review meeting The service manager will arrange and attend an annual face-to-face technical review meeting with you to review the technical solution to ensure it is meeting the requirements of the business. Quarterly service review calls The service manager will arrange and attend quarterly service review calls with you to review all aspects of the service relationship and will work with the sales account manager ensuring all aspects of the partnership are reviewed. Annual service review report You have the option to request an annual service report documenting performance against service levels, performance and ticketing. Access to duty management as part of the escalation matrix In the event that you need to escalate, our Service Operations team are ready and available to help you quickly bring your issue to closure. Claranet has developed an efficient and effective escalation process to ensure you are consulted throughout the life of your case. Within each level of our escalation process the person you speak with is responsible for evaluating your situation, facilitating the resolution plan and acting as your sponsor. Each level of escalation is available 24x7. Major Service Incidents (MSI) communications and reports In the event of a major service incident, customers will receive regular updates via the Major Service Incident communications plan, alongside ownership of the incident by the duty manager through to resolution. This will then be followed up by a Major Service Incident report. Customers under service management can also receive an SMS during an MSI. This is upon request via the service manager.

6 Service Managed Premium What you get as an enhancement to the Service Managed plan Service improvement plan As practitioners of ITIL V3 principles across the business, Claranet has established a Continual Service Improvement (CSI) team dedicated to improving the performance of our services. are responsible for driving forward service improvements ensuring Claranet departments work towards continually improving the quality and levels of service to our customers. This is done using a number of different methods: Continual review of performance measures Development of documentation to support operational efficiently and to a consistently high level Regular meetings and reviews with all operational teams to review the service improvement item Working with virtual teams to identify problem areas and facilitate resolutions. Quarterly service review meetings The service manager will arrange and attend face-to-face service review meetings with you to review the service review report along with service action plans and completion of the customer relationship score card. Quarterly service review report Reporting will deliver customer insight into product and service performance in-line with the agreed Service Levels. Information on incidents, service requests and change will be reported. Bi-annual technical review meetings The service manager will arrange and attend a bi-annual technical face-to-face meeting with you to review the technical solution to ensure it is meeting the requirements of the business. Aligned customer roadmap Working in partnership with you and your Claranet sales account manager your service manager will develop a customer roadmap with you. This roadmap will be reviewed regularly which will document insight outlining the key projects and initiatives that rely on IT so that we can support you every step of the way ensuring complete alignment. Quarterly customer relationship score card In order to review the service management partnership, customers will be asked to give their feedback through a collaborative discussion via the customer relationship score card. The customer will be required to rate each individual department providing an overall rating for the service they are receiving at that time. This enables the service manager to feedback to the business on your level of satisfaction and drive forward continual service improvement. Change Advisory Board A member of the service management team attends all change advisory board meetings to review all changes being proposed by Claranet meet with the needs of our service managed customers. From the insight gained from our customers we can share this with the change board to ensure business impact and change windows are considered.

7 Service Managed Premium Plus What you get as an enhancement to the Service Managed Premium plan Weekly calls to review on-going projects and in-life services Monthly face-to-face service review meetings On-site working visits on a weekly or monthly basis Your service manager is an extension of your IT team and we like to spend time on our customer sites meeting and engaging with all parties that use the services we provide. This valuable insight allows us to shape your service wrap accordingly and supports the long term partnership approach as we can engage with multiple levels of stakeholder within your organisation. Aligned technical contact and regular technical reviews The service manager will arrange and attend a bi-annual technical face-to-face meeting with you to review the technical solution to ensure it is meeting the requirements of the business. Monthly service reporting which can be bespoke to your requirements Monthly customer relationship scorecard reviews Executive sponsorship and annual executive meeting A member of the Executive Team will work with you and your Executive peers alongside the Claranet virtual team to sponsor all aspects of your account and will attend annual executive meetings ensuring Claranet are delivering against your expectations of the partnership. Customer Advisory Board You will be invited to be a member of our Customer Advisory Board. In addition to your annual executive meetings, every 6 months the board meetings give senior executives from our customers the opportunity to discuss industry trends, business priorities and strategy with Claranet senior executives and industry peers. This ongoing engagement helps shape new service development and improvement. Disaster recovery testing support Where Disaster Recovery has been purchased, service management will work with customers if required to assist with regular disaster recovery testing, our recommendation that this is done on an annual basis.

8 About us Claranet is Western Europe s largest independent managed service provider offering businesses integrated hosting, networks and communications services. Over 4,500 businesses trust Claranet to deliver their applications and websites 24x7. Founded in 1996, Claranet has continued to evolve from a strong base as an innovative network services company into a leading hosting provider positioned as a leader in the Gartner Magic Quadrant for European Managed Hosting. We leverage our partnerships with the world s largest technology vendors to create services that meet your needs now and in the future. By continually investing in the technology platforms and local expertise that you require we can help you get ahead. With over 750 employees, across six countries (UK, France, Germany, Portugal, the Netherlands, and Spain) our mission is to build trusted customer relationships for the long-term, helping you to focus your resources on innovation and creating value for your business. We take the time to really understand your business and create tailored, flexible solutions which transform the complex challenges you face into opportunities. Hosting Managed hosting Virtual Data Centre Colocation Networks Managed networks Connectivity Mobile broadband Communications Collaboration Telephony For more information : claranet.co.uk - twitter.com/claranet To book an appointment or to discuss our services : Call us : us :

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