Sector-leading support and in-depth expert knowledge

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1 servicedesk on demand Comprehensive, expertly-managed support services from Axonex that provide flexible and reliable solutions tailored to meet any of your IT infrastructure requirements or challenges.

2 Contents The Core Package Account and Service Delivery Management 5 Day-time support 5 Change Management 6 Monthly Ticket Report 6 Incident/Problem Management 7 Primary Maintencance Management 7 SLA Guarantee 7 Helpdesk portal training 7 The Extras Maintenance 9 24/7 Support 9 Proactive Monitoring 9 Day-to-day for moves, 9 add and changes (MACs) Configuration back-up 10 Software updates 10 Single point of management for multi-vendor management 10 Auditing and reporting 10 Axonex support accreditations 11 Service Desk on Demand Axonex s Service Desk on Demand provides clearly defined, managed technical support to meet the wide-ranging business and operational requirements of our diverse client-base. Whether it s remote monitoring and reporting or on-site support you re looking for, we can provide responsive, flexible, bespoke solutions that meet every IT infrastructure need, no matter how challenging. Sector-leading support and in-depth expert knowledge Our support service offerings are underpinned by Axonex s reputation for quality and our highly skilled team of in-house technicians and consultants, who are dedicated to giving you the support you need, when you need it. We go beyond industry-standard levels of support to provide both a dedicated Account Manager and a Service Delivery Manager for technical escalations. This reflects Axonex s commitment to maintaining ongoing effective and open communication channels with you as our client, but also ensures issues can be resolved seamlessly without you having to keep track of multiple contacts. The over-riding priority of our highly certified technicians is to assist by providing expert diagnoses to resolve your issues as swiftly as humanly possible. Clients often feed back to us that they very much appreciate the truly excellent level of specialist knowledge our team holds. 2 3

3 The core package Axonex s comprehensive expertly-managed Service Desk on demand support provides sector-leading, reliable solutions tailored to meet any IT infrastructure requirements or challenges. Account and Service Delivery Management Day-time support Maintenance Contract Management Monthly Ticket Report Incident/Problem Management Primary Maintenance Management SLA Guarantee Service desk Account and Service Delivery Management Your dedicated Account Manager will work closely with you to ensure that you re receiving the best support for your business needs and to keep you abreast of new technologies, providing a helpful single point of contact for your day-today IT queries and requirements. Your Service Delivery Manager will create and periodically review your Service Level Agreement (SLA) with the assistance of your Axonex Account Manager. Automatic escalation based on your service level, overseen by both account and service delivery management, will mitigate any of your issues with real urgency, should they arise, ensuring that a high-quality standard and consistency of service is delivered to you, in keeping with the agreed SLA. Day-time support Our experienced Service Desk analysts are a phone call away. If they can t quickly resolve your incident they will pass your problem to our qualified 2nd line experts, to ensure that you meet the service levels you ve promised your own customers. Support when you need it, during business hours. 4 5

4 Incident/problem management All incidents will be managed using ITIL best practice for both incident and problem management, ensuring that the root causes of all incidents are investigated. We take ownership of any issues, until resolved. SLA guarantee Our clients are able to personalise and enhance the support package they receive by adding on extras that are tailored to their business requirements. This ensures issues can be resolved as seamlessly as possible. Setting clear targets and regular client review meetings also reflects Axonex s commitment to maintaining ongoing effective We also investigate incidents to ensure that the necessary remedial steps are taken and open communication channels with our clients, and it helps us to provide the optimum support service to them. ITIL based management Let us take the strain through managing your primary vendor maintenance contract. Keeping you completely informed of renewals and any changes in contract or terms. Monthly ticket report Depending on the level of service you require, we will regularly deliver service reports either in person or via WebEx containing all the key performance indicators you require to aid your service management. Update on how key systems are operating. Identification of any potential problem areas. Primary Maintenance management Whether it s remote monitoring and reporting or on-site assistance, our aim is always to provide clients with responsive, flexible support. Our primary maintenance solutions provide the following key support features: Code, security and software updates Event/incident management Configuration back-up on data devices and management Service desk Axonex s Service Desk on demand solution is underpinned by our reputation for quality and our highly skilled team of inhouse technicians and engineers, who are dedicated to giving clients the support they need, when they need it. It includes access to our award-winning simplified Help Desk Ticketing System & Service Management Software, and also enables our clients to: Log incidents and check up on progress Update and comment on their tickets Access our support services from any BYOD device 6 7

5 The extras You may, of course, further personalise and optimise the support package you receive from us by choosing to add on some tailored extra services to suit your environment: Maintenance 24/7 support Proactive monitoring Day-to-day for moves, add and changes (MACs) Configuration back-up Software updates Single Contract for Multi Vendor Management Auditing and reporting Maintenance Maintenance work is a vital part of keeping your business network running optimally. At Axonex we pride ourselves on ensuring that all of our customer networks are performing well in order to deliver the business-critical services you demand as our client. Ensures business and operational continuity. 24/7 support If your business demands superb around-the-clock service and support, we re here to help. One call will put you through to our Network Operations Centre where our Engineers are ready to assist you. You enjoy greater peace of mind knowing that experts are always available regardless of when an incident occurs. Proactive monitoring We monitor your network to ensure your business-critical services to your customers are delivering an optimal service. We ensure any alerts are acted on as swiftly as possible, so that you can maintain the quality of service delivery that your customers require. We also make sure your systems are always operational, by identifying and resolving issues before you re even aware of them. Access to Network Monitoring and Management Systems to provide you with total visibility of your infrastructure Day-to-day for moves, add and changes (MACs) Here at Axonex we implement hundreds of MACs each week. Keeping track of those changes can be a headache from a configuration management perspective. Therefore, every MAC we implement is carefully documented on our systems, ensuring you can easily keep track of all your assets. This also maintains consistency whenever any MACs are implemented. We ensure that any changes affecting operations of your business and systems are properly controlled 8 9

6 Configuration back-up We ensure that all of your network device configurations are backed up and are readily available in the event of a component failure, swiftly putting these in place as required, so as to maintain maximum uptime for your Infrastructure. We also make sure all your device configurations are backed up and available in the event of a disaster recovery situation or when replacement equipment is needed. Software updates As upgrades to code are released from the relevant manufacturers, we will discuss the merits of upgrading with you. Emergent new features or the resolution of existing bugs may have a bearing on the upgrade path we recommend to you. Single point of management for multi-vendor management As companies lean harder on their service organisations to decrease costs, while seeking to increase revenues and competitive advantage, more and more are migrating to a complex ecosystem of people, parts and information. At Axonex we can manage your vendors and third party service provider relationships via one point of contact, ensuring service is delivered seamlessly to your customers. Auditing and reporting Axonex provides inventory management and asset auditing to help you keep track of your network assets effectively. Supported Vendors With your agreement we will ensure your network devices are at the relevant release levels in order to optimise your network. We manage software and ensure that systems are only updated where necessary. We also advise on which new features are available, as well as on those that could best assist or enhance your business operation. We ensure all of your assets and inventory are kept up to date and notify you when any equipment needs replacing. If you would like to know more about the services we offer, please get in touch with our friendly account management team: info@axonex.com

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