HELP DESK C D M S F I R S T. C O M ADVANTAGES TECHNICAL HELP DESK CHARACTÉRISTICS CHARACTERISTICS. Always there to help you

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2 TECHNICAL HELP DESK CHARACTÉRISTICS HELP DESK Always there to help you With the emergence of specialized technologies such as network remote access, Virtualization, Intranets and Extranets, wireless networks, specialized applications and Smartphones devices, the needs for technical assistance have increased tenfold over time. Always available (24/7/365) Bilingual Cost per usage More technologies, more efficiencies and a greater need for support. CDMS answers thousand of support calls every month. The reliable, efficient, knowledgeable and bilingual (French, English) CDMS support team is able to find solutions to all of your technical issues in very short order. Response time less than 60 seconds Abandon rate less than 5% Level 1 resolution rate 85% and higher Average time on the phone lower than 7 minutes Bilingual technical help desk 24/7/365 Office assistance (Microsoft Office) Level 1, 2 and 3 technical assistance Remote assistance Remote application installation and configuration Password resetting Support on peripheral (Smartphones, printers, projectors, tablets, routers, firewalls, etc.)

3 HOSTING HOSTED APPLICATION SUPPLIER Focusing on what we do best Files, databases and server Switches, data concentrators and routers Relief plan, off-site backup and computer security Leave the specialty work to the specialists. Sit back and leave the driving to us!! CDMS Hosting services allow you to access a very sophisticated computerized infrastructure without having to pay the high price. With this service you will access many others. Ideal EDP environment Managed by specialists Cost according to usage Security: FM-200, access card, video-monitoring, firewalls, anti-virus, anti-spam Reliability: Redundancy of power supply, generator, Internet connection on optical fibre, backup Flexibility: Scalable and always available A secured data centre with a controlled temperature computer room, a FM-200 gas activated system against fire, a security control through access card and video-monitoring, a power supply system without cut-offs including a generator and network connections and high volume Internet access through optical fibre layout; 24/7/365 network monitoring by a very highly skilled technical team; File availability any time and from anywhere; Scalable service able to adjust to the growth or the downsizing of your company; Expert service with experienced technicians at workstations, servers, backups and applications levels along with network and security specialists; A call centre always available to provide support; Protection against virus and spam; Secured environment through firewalls and agreements in accordance with laws regarding the protection of confidential information; Daily and full data backup as part of a major relief plan in case of disaster. Montréal, Québec

4 IT MANAGEMENT SERVICES IT SERVICES MANAGEMENT We are always there to help you out Needs for assistance have multiplied in the past years with the advent of services such as remote access, intranets, specialized applications and tools like Smartphones (iphone, Android, Blackberry, Etc.) Always available (24/7/365) EDP Environment's increase in performance and reliability 45 specialists in all areas of expertise There are numerous and more and more efficient technologies but they also require greater support! Technical & office automation assistance In fact, CDMS responds to thousand of support calls each month thanks to a solid, reliable and bilingual (English, French) team answering all your computer related questions within a minimum timeframe. Solution drafting and budget analysis Remote monitoring (servers, networks, firewalls, anti-virus and backups) Multilingual technical assistance centre available 24/7/365 Office automation assistance (Microsoft Office) Technical assistance (Level 1 [phone support], Level 2 [workstation support], and Level 3 [servers, networking and security support]) Website hosting and creation Outsourcing Applications and data hosting Training and follow-ups Computer project management Remote access troubleshooting Remote application installation and configuration Password resetting

5 ONLINE BACKUP COST ONLINE BACKUP 25GB package: $50/month 50GB package: $2/GB/month Houston, we ve got a solution... The owners and administrators of companies using IT for their files, their accounting, their correspondence and databases understand that security and availability of their data is directly related to the welfare of the company. Risk management involves the implementation of a recovery plan in case of failure or disaster where the backup data is an integral part. 100GB package: $1.75/GB/month 250GB package: $1.50/GB/month 500 GB package: $1.00/GB/month 1TB package: $0.75/GB/month and less. The Online Backup Service from CDMS meets two essential criteria of a recovery plan in case of failure; daily backup; a backup outside the company premises. With this reliable, fast, simple and inexpensive service, you can avoid, for sure, the inconvenience of not finding your valuable data in case of failure... Daily backup Secure Intuitive and user friendly Detail reporting Economic Daily verification by our experts Backup workstations & Servers; Operating system support: Windows, Linux, Mac OSX 10.x, Free BSD 5.4 and above; Intuitive & user friendly interface works from within your browser! Incremental backups supported: backs up only changes in files and not the entire file every time. This saves bandwidth and time; Automatically detects changes in files and/or directories and backs up accordingly; Military strength (up to 448 bit) encryption of your data before it leaves your machine! Powerful Compression; Easy & powerful backups for MS Exchange Server, MS SQL Server & MySQL; Daily verification by our experts.

6 REMOTE MANAGEMENT Remote assistance and monitoring services «To be or not to be...» on the spot, next to you EDP Environment's increase in performance and reliability Network maintenance during off-peak periods REMOTE MANAGEMENT One of the most revolutionary changes introduced by the new computer technologies is without a doubt the possibility to achieve remote operations efficiently and to offer a quality of services equal to those performed by on the spot teams. As for supervision of computer systems and internal and telecommunication networks within a company, this new capacity to respond remotely and instantly to all imperatives, 24 hours per day and 365 days per year, offers great economic and logistical advantages. With such sophisticated tools, CDMS can capture alerts from your essential equipment and instantly establish problem solving control procedures and corrective measures, and this, even before any of the users are able to detect signs of failure. End of computer shutdowns Servers and network controls Firewall controls Backup controls Anti-virus and anti-spam controls Consequently, this service offers peace of mind and warrants network and equipment reliability and performance. Real time server control Real time firewall control Real time internal and external connections control Daily backup control Daily equipment event log control Periodical anti-virus & anti-spam controls Off-period equipment maintenance and updates

7 OUTSOURCING OUTSOURCING Do more with less Increase productivity. More goods and services, more wealth while using less and less energy and resources. This is what technological research is aiming at and so is most of the science. Now please take into account what those researches have brought in terms of changes in ways to operate your company and your own daily working habits. Your goal is to make sure your productivity increases without any interruption. You maintain standards of conduct which are strict as far as managing expenses and costs of all sorts. You are aware that your IT investments represent a major share of your budget with a resale value nearly null. Finally, those operating these IT are very costly. Consequently, why not produce goods and services in greater quantity and generate more wealth by focusing on your expertise. Entrust CDMS with everything else. It will be much less costly and certainly more productive for your company. We can prove it to you. Always available 90 specialists in all areas of expertise Excellent cost/services/quality ratio Operations Project management Technical & office automation assistance 24/7/365 coverage Multilingual technical assistance centre available 24/7/365 Integrated management of computer populations (from the beginning till the end of the cycle) Routine and specialized operation management Microsoft network administration (Gold Microsoft partnership certification) Network architecture and infrastructure Computer security and network protection Project management Response planning in case of disaster Remote supervision

8 Telephone : Montreal West Tower, suite 250 Montréal, Québec

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