Contents Company overview Partnering with CCE Service offerings Accreditations Service coverage ISO compliance

Partner Capability

Contents Company overview Partnering with CCE Service offerings Accreditations Service coverage ISO compliance

Company overview About us CCE is one of the UK s largest independent IT support companies with offices in London and Manchester. Our primary services provide all elements of traditional break fix maintenance support across the UK and Europe ensuring optimum performance from managed services to a fully outsourced IT solution. We believe that after 36 years of delivering services we have developed a model that works in a wide range of industries, in an age where effective support makes all the difference to the smooth running and profitability of any organisation. We have a highly skilled technical team that are consistently trained on the latest technologies, services and products ensuring customers can be guaranteed an unrivalled level of service. With a customer retention rate to be envied, CCE is a company focused on building relationships through the provision of bespoke services to suit each individual customer needs. CCE Philosophy Service beyond the call The CCE philosophy of service beyond the call ensures delivery of a high level of service through a consultative approach strengthened by long-term strategic partnerships with industry leading IT vendors, this combined with product knowledge engenders a spirit of trust and partnership paramount for any successful long-term relationship Key facts: Established: 1979 Privately owned Turnover: 20 million Employees: 200 Customer base: 600 + Coverage: UK and Northern Europe Offices: London and Manchester UK based 24/7/365 Service desk Credentials: Over 36 years IT support experience Fully qualified technicians Industry accreditations ISP Status ISO 9001 Quality Management ISO 14001 Environmental Management ISO 27001 Information Security Management Services include: Managed Services Managed Print Managed Private Cloud Managed Voice Managed Hosting Out of Hours Service Desk Outsourced IT Business Continuity Managed Hardware Support

Partnering with CCE Partner Philosophy CCE is a leading IT support services vendor which can partner with you to maximise your revenue and margin, and help to maintain your customer s trust and loyalty. Our objective is to ensure that those organisations who partner with us maximise their customer s revenue and margin opportunities, thus ensuring its competitors cannot gain a position to threaten the core business of the partner. We provide a comprehensive and integrated range of services, giving you the choice and flexibility to deliver the skills and services required to meet your customer needs. We offer a full range of support agreements across most IT life cycles from complex systems and emerging technologies. 24/7 availability and online CRM ensures that you and your customers are always supported and remain informed. The need to build a strong and supportive relationship with our partners and ultimately their customers is ingrained into every member of the organisation. A key component of this is maintaining high level of communication to ensure that clients are always kept well informed of the work CCE is undertaking on their behalf, no matter what the enquiry or situation. Our Values Partner Customer Focus Our partner s and their customers represent the future of our business. Excellence of Service: CCE strive to satisfy each customer s requirements effectively We honour the commitments we make We work with all partners and their customers in a flexible, responsive and supportive manner Commercial Focus We are flexible in our approach, offering a broad range of service options that reflect competitive market conditions. Service Culture Through the account management and continual improve with feedback, promoting innovation and best practice. Professionalism Everything we do is undertaken professionally, honestly and ethically. Long Term Outlook Our approach to partner relationships is long-term, reflected in our flexibility and responsive manner. Confidence Before a contract commences, particular attention is made to capture the precise operational, procedural, and environmental needs of a partner s new customer in order that CCE can very quickly become an integral part of the IT operation. In conclusion, CCE s long history, experience and expertise ensures that the partner as well as their customer s requirements and expectations are exceeded; thus ensuring that no risk is associated in partnering with CCE.

Service offerings Managed Hardware Support At the core of CCE s capabilities, the ability to provide hardware maintenance where each item is covered on an annual contract basis at an agreed service level. Our guaranteed fix commitment ensures that within the contracted time a replacement will be installed if module fix is not achievable. Benefits Guaranteed Fix Competitive Pricing System Restoration 24 x 7 Delivery UK and European coverage Work Unit Voucher Scheme CCE s flexible Work unit voucher scheme, allows clients to choose response or fix based service and expenditure levels. This service compliments a fix contract on critical equipment which can be combined with pre-purchased vouchers or calls supporting PCs & Peripherals. This approach suits those clients whose equipment schedule is difficult to manage and those who need support on an irregular basis. Benefits No specific equipment schedule required Fixed costs Flexible services levels On Site Support CCE have a long experience in providing on site support. This is an ideal option for those clients with sites having large numbers of users on critical service levels, whether they are hardware or software based. Benefits 100% availability covering holidays, sickness and training Onsite resource fully qualified and trained by CCE External support provided by technical services team Flexible member of the client s engineering team No complications associated with permanent members of staff Software Support CCE s technical helpdesk provides application software and general operating systems support via the telephone, remotely and on site. This allows partners, their customers or our clients the facility for all support calls to be placed via one centralised Call Management Centre at CCE. This service ensures an extremely high percentage of faults are diagnosed first time. Software support is designed to run in conjunction with any of CCE s other support agreements. This service enhances the facility for all support calls to be placed via one centralised Call Management Centre with us. Benefits Full access to CCE s team of highly trained and manufacturer accredited technical consultants CCE s non-restrictive multi-platform experience Complete manufacturer back up and support enhanced by CCE s manufacturer accreditations UK and European on site attendance facility Service Desk All calls are managed through CCE s service desk, based in Uxbridge, London which gives a single point of contact into a qualified first line engineering team, who will trouble shoot the problem with the caller and try to find a solution be it software or hardware. If the problem is hardware related then their role is to identify the spare before an engineer even attends site, the aim of which is to achieve a high first time fix. When working with a partner helpdesk, CCE is flexible in its approach and the level of activity undertaken as first line contact with the user has already occurred. Our online call logging facility enables customers to progress calls in real time. Electronic notification is also less time consuming than a telephone call. Based on the information supplied, a field engineer or software support specialist with the right expertise and operating system knowledge will be assigned to the job and effect a solution.

PC & Multi site roll outs Our skills and experience to plan and implement small to large roll out programmes. The focus of these is to minimise disruption to the client s business and ensures the partner secures the business in areas of the country it might otherwise not be able to support or demonstrate the size of the organisation needed to give confidence to the client in choosing the partner. CCE s core competency is to manage and train its engineering team to deliver hardware and software support. This creates an experienced, qualified and responsive engineering team, able to provide a commission and decommission service with a high level of ownership through our service delivery culture. 24 Hour Monitoring Continuous Critical System Management by CCE provides affordable, proactive 24 hour monitoring and management of the client s server infrastructure. Our comprehensive server management keeps your servers running, available and secure. Private Cloud CCE s Managed IP Services division was established in 2006, to address the growing demand for hosted and data services that make up Private Cloud solutions. With a wealth of experience and a management team drawn from a systems integration and network carrier background, with experience of delivering private cloud services at the highest level. CCE can manage connectivity and voice requirements regardless of which carrier (BT, C&W, NTL) is traditionally used. Services include: Managed Desktop Resilient firewalled Internet Business Continuity Managed Voice Virtualisation Managed Services Managed services is an economical method of continually adapting your IT structure to meet the constantly growing pressures imposed by the development of ever more complex tasks and processes. Essentially, it makes the most of your existing systems whilst upgrading selected components as and when necessary. We offer a fully managed print service, giving customers visibility and control of their spending at the same time as removing time consuming administration processes. This helps to free up both budget and personnel to focus on other projects and efficiencies gained through redistribution of existing print devices, could avoid the need for investment in new hardware. Services include: Managed Print Services Consultancy & Supply Project Management

Service Accreditations At CCE, we believe the level of expertise and commitment to service is reflected in the level and number of accreditations we hold with the list below to demonstrate this: All trademarks are acknowledged as property of their respective owners.

Seamless cover wherever you are We have extensive cover across the UK and Europe for service coverage. This allows us to effectively and rapidly meet differing service level needs. All engineers are strategically located and carry boot stock of high usage components backed by a sophisticated logistics operation. We constantly review staffing levels and resources to meet the evolving requirements of existing and new customers. Unlike many other organisations, CCE also provide resident onsite spares for frequent failing items and critical elements. This ensures SLA s are met to a far higher level as engineers can diagnose remotely or onsite quickly any issues but need spares availability to often resolve the issue.

ISO Compliance Quality Management CCE believe by its commitment to a long term relationship with its customers, through investment, good account management, attention to detail, CCE s culture and the process and procedures it uses to deliver that service. CCE operates with a number of quality markers in place for all the processes involved from beginning to end when considering any client business. The Quality procedures that CCE imposes on itself are far higher than any that could be imposed upon the company by external governing bodies. Our progress and client retention to-date is proof of this. CCE s customer retention is one of the highest in the industry. CCE also have the highest volume of accreditations with Tier 1 manufacturers. To deliver CCE s quality service, CCE operates a Quality Management System that has BS EN ISO 9001: 2008 certification, covering the maintenance and support of IT equipment and infrastructures. "we aim to provide defect free goods and services to our customers on time and within budget" IT Infrastructure Library (ITIL) "the key to managing IT services" The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM). ITIL is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. We have adopted this proven methodology and applied it to our Service Support and Service Delivery processes and procedures. These two areas consist of the disciplines that are responsible for the provision and management of effective IT services. This ensures our customers can have confidence that CCE will deliver repeatable, high quality and professional IT solutions. We are looking to provide our customers with a complete end-to-end service management solution. Based on ITIL best practices, the solutions enable CCE to effectively manage information technology (IT) changes, assets, and service levels while reducing operating costs of Service Desks. Many of CCE s best business practices and working methods already comply with ITIL recommendations. Environmental Management CCE s Environmental Management System (EMS) is a continual cycle of planning, implementing, reviewing and improving CCE s processes and actions to meet environmental obligations and objectives. CCE s EMS ensures that activities, products and services conform to the ISO: 14001 Standard and environmental requirements. CCE is registered as a carrier and broker of controlled waste and is fully WEEE compliant. We offer an inexpensive and environmentally friendly solution to modern day e-waste disposal issues and can provide full waste disposal certification. All the equipment we receive will go through a full refurbishment and data cleansing process. We find homes for all equipment that can be brought back to full health, and ensure that the remainder is disposed of in an environmentally friendly manner. "committed to environmental leadership" Information Security Management "to be seen as a trusted organisation is crucial" CCE holds BS ISO/IEC 27001: 2005 Certification. ISO: 27001 is the only auditable international standard which defines the requirements for an Information Security Management System (ISMS). The standard is designed to ensure the selection of adequate and proportionate security controls. Information is critical to the operation and perhaps even the survival of an organisation. Being certified to ISO 27001 will help CCE to manage and protect our valuable information assets and give confidence to any interested parties, especially our customers.

CC Engineering Ltd Technology House 215 High Street Yiewsley West Drayton Middlesex UB7 7QP Registration No: 1900317 VAT No: 438498209 Tel: +44 (0) 203 102 7072 Fax: +44 (0) 333 800 8801 E-Mail: partners@cce.co.uk Internet: www.cce.co.uk