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At Majenta Solutions we appreciate just how much you and your business rely on your IT infrastructure. We also recognise that support needs vary from customer to customer. That’s why we’ve created a comprehensive range of packages and pricing options. Whichever package you choose you’ll benefit from a host of value added features and a Majenta Support Team that will ensure your queries are always resolved in an efficient, professional and friendly manner.

Introducing Support Plus - a highly flexible and responsive extension of an organisation’s own IT function that seemlessly augments the support services for organisations of all sizes. The service is primarily designed for organisations which operate their own IT support staff and require occasional technical assistance or support cover.

Support Plus provides a multi-vendor remote (telephone, email, remote access) support service designed to provide a virtual extension to our clients’ internal IT support structure. Included within Support Plus are a range of IT support benefits that offer:

n Centralised call logging and managementn Level 2 & 3 technical support via phone, email and

remote accessn Escalation and management of issues to vendors or

consultantsn Management and incident reportingn Assistance with infrastructure and hardware selectionn Dealing with restricted IT budgets

This brochure details the features that are included in each support package provided by Majenta Solutions. If you would like to discuss the packages in more detail please contact your Majenta Account Manager on +44 1277 263 244.

For futher information on all Support Plus packages please call +44 1277 263 244

Packages:Customer Portal Access

Telephone Helpdesk Support

Microsoft - Active Directory, Direct Access, Exchange Server, Forefront Endpoint Protection, Hyper-V, IIS, Remote Desktop Services, SharePoint, SQL Server, TMG/UAG, VDI, Windows Client and Server

Pro

Master

Genius

Y Y Y

Citrix - Access Gateway, XenApp, XenDesktop, XenServer

VMware - Converter, vCentre, vSphere, Horizon

Endpoint Security - McAfee, Microsoft Forefront, Sophos

Storage - Dell MD and EqualLogic, HP P2000/4000, NetApp, Nexsan, QNAP

Back-Up - Symantec Back-Up Exec, Symantec System Recovery, Veeam Back-Up and Replication, Veeam ONE For Symantec Netbackup & Enterprise Vault refer to Master packageServer Hardware - Dell Blade, Dell PowerEdge, HP Blade, HP ProLiant For Cisco UCS refer to Genius package

Networking - ASA Firewalls, Dell Powerconnect Switches, HP Procurve Switches, Netgear SwitchesFor Cisco Nexus refer to Genius package

CAD Workstation Optimisation

Dedicated Account Management

Dedicated Technical Management

Telephone/Remote Assistance for Installations and Upgrades

Microsoft - Lync, System Centre (CM, OM, VMM)

Back-Up/Archive - Symantec Netbackup, Symantec Enterprise Vault

Citrix - Netscaler

BlackBerry - BES and BESX

VMware - Site Recovery Manager

Cisco - Cisco UCS & Cisco Nexus

Core Server Monitoring Service

Advanced Monitoring Service

IT Infrastructure Audit

Technical Account Management Review

Extended Hours Coverage

10% Professional Services Discount

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

N Y Y

N Y Y

N Y Y

N Y Y

N Y Y

N Y Y

N Y Y

N Y Y

N N Y

N N Y

N N Y

N N Y

N N Y

N N Y

N N Y

1. A call is placed by you to our central support centre where basic details such as a unique customer reference are taken by our Support Desk Operator.

2. The call is then routed to our Helpdesk who will:a. Create a service case for the incident.b. Determine whether the customer is entitled to support.c. Take additional technical details regarding the customer and

the incident.d. Evaluate whether the issue is within the technical ability of

the Helpdesk personnel:i. If it is, the issue is dealt with by the helpdesk operative.ii. If it is not, the issue is escalated to a senior member

of our support services division and the customer will be provided with a “call back” timeframe.

3. At each point the case is updated with additional information.4. Unresolved issues are escalated automatically.5. When a resolution is achieved the case is closed.

2 For futher information on all Support Plus packages please call +44 1277 263 244

Should you need us to assist you at any time we will ask you to provide us with some basic information so that we can action your request as quickly as possible:

Should you need us to assist you at any time you may log a call the Helpdesk on +44 1277 266 955, use our Majenta Solutions Customer Portal (www.majentasolutions.com/customerportal), or email us at supportplus@majentasolutions.com.

Should you need us to assist you at any time we will ask you to provide us with some basic information so that we can action your request as quickly as possible:

1. A description of your problem / request2. The service level to assign to your request3. Your contract number4. Your contact details5. The number of users affected by this issue6. The impact to the business

Our Helpdesk Co-ordinator will record the details of your issue and assign your case to the appropriate Support Engineer who will then endeavour to contact you within 60 minutes.

Once your request has been processed you will be emailed a reference case number which will then be used by our systems to track the progress of your case through to completion. If you have any queries relating to your issue you will be asked to provide this reference case number.

Our Helpdesk Co-ordinator will require a detailed description of the problem that you are experiencing so that we can find a quick resolution to your issue and assign the Engineer most suited to resolving it. Our call logging procedure is summarised in this flowchart (right).

3For futher information on all Support Plus packages please call +44 1277 263 244

Contact Helpdesk:+44 1277 266 955

supportplus@majentasolutions.com

Access Customer Portal:www.majentasolutions.com/customerportal

Case number and emailnotification sent to customer

Majenta case investigation

No

No

Yes Case updated and closed

Call is logged with vendor and areference number is issued. Case is

progressed to resolution with the vendor.Case updated and closed

YesIs it a product fault?

Investigate workarounds.Document in case

Call logged into helpdesk system

Issue resolved?

4 For futher information on all Support Plus packages please call +44 1277 263 244

The service is based upon support tokens that are purchased upfront, and used on demand. Each token represents a pre-determined unit of engineering support. Units will be reduced in line with the actual time consumed in resolving calls placed with the Helpdesk.

Support Plus is the ideal solution for complementing your in-house IT support team during peak periods, or staff shortages. Alternatively, you may require expertise for new or specialist products which don’t warrant a full time technical support resource. Whatever your circumstances, Support Plus can absorb the problematic calls, enabling your IT users to enjoy consistently high levels of availability. You get what you need when you need it and only pay for what you actually use.

Our extensive knowledge of providing support to our clients has enabled us to develop a range of packages that deliver reactive support, proactive monitoring and a host of value added offerings to help you maximise your investment in IT technology.

Support Plus provides a multi-vendor remote (telephone, email, remote access) support service designed to provide a virtual extension to our clients’ internal IT support structure.

Choose from 3 packages:

The service described here is available during the following hours, depending on the package chosen:

n Standard Service Desk: 9.00am - 5.00pm (Monday to Friday excluding public holidays)n Extended Service Desk: 8.00am - 6.00pm (Monday to Friday excluding public holidays)n 24/7 Service Desk: 24 hours a day, 365 days a year

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Telephone Helpdesk SupportAvailable up to 24 hours a day, 365 days a year, depending on the contract selected. Simply call the Helpdesk on +44 1277 266 955.

You can also email us at supportplus@majentasolutions.com.

Customer Portal AccessThe Majenta Solutions Customer Portal is your online resource for logging your IT support issues and requests. The interface is easy to use and provides you with a comprehensive view of your cases. Visit the portal at www.majentasolutions.com/customerportal to log, track and manage your support cases.

3rd & 4th Line Core SupportProvision of pre-purchased support that is consumed for reactive support services. Services are consumed through remote technical support via telephone, email, or remote access methods for core technology sets found on most modern networks.

3rd Party Vendor EscalationMajenta has an escalation procedure in place with major manufacturers and vendors should the need to escalate an incident arise. This speeds up problem diagnoses and resolution.

Service Level AgreementA Response Time SLA provides a guaranteed level of first response to support cases raised with Majenta. Our Time to Assign SLA provides a guaranteed window when the case will be handed over to a technology specialist. These SLAs ensure that we continue to deliver a responsive, high quality service to you at all times.

CAD Workstation OptimisationMajenta’s dedicated IT Division specialises in supporting our customers with advice on hardware and wider infrastructure solutions. On an annual basis one of our IT Technicians will evaluate your CAD hardware for you and offer advice on any identified improvements that could help you to optimise your software performance.

Core Technology SupportFirst rate enterprise level assistance, advice and reactive support for a wide range of technologies including:

n Microsoft - Active Directory, Direct Access, Exchange Server, Forefront Endpoint Protection, Hyper-V, IIS, Remote Desktop Services, SharePoint, SQL Server, TMG/UAG, VDI, Windows Client and Server

n Citrix - Access Gateway, XenApp, XenDesktop, XenServern VMware - Converter, vCentre, vSphere, Horizonn Endpoint Security - McAfee, Microsoft Forefront, Sophosn Storage - Dell MD and EqualLogic, HP P2000/4000,

NetApp, Nexsan, QNAPn Back-Up - Symantec Back-Up Exec, Symantec System

Recovery, Veeam Back-Up and Replication, Veeam ONEn Server Hardware - Dell Blade, Dell PowerEdge, HP Blade,

HP ProLiantn Networking - ASA Firewalls, Dell Powerconnect Switches,

HP Procurve Switches, Netgear Switches

For futher information on all Support Plus packages please call +44 1277 263 244

6 For futher information on all Support Plus packages please call +44 1277 263 244

Inclusive of all Support + Pro features plus:

Dedicated Account ManagementAll customers on our Master package are allocated a dedicated Majenta Account Manager. Your Account Manager will become your key contact at Majenta for any general requirements or queries that you have relating to Majenta and your IT infrastructure. From offering advice on products, pricing, services and training through to ensuring that you are entirely satisfied with the service that you are receiving, your Account Manager will become your leading source for advice.

Dedicated Technical ManagementIn addition to your Majenta Account Manager we will also allocate you a dedicated Technical Account Manager. Your Technical Account Manager will be responsible for ownership of your technical issues and queries from the point of logging through to resolution.

Extended Technology SupportFirst rate enterprise level assistance, advice and reactive support for an even wider range of enterprise technologies. Our extended Technology Support covers all of the products outlined in our Pro package plus:

n Microsoft - Lync, System Centre, (CM, OM, VMM)n Back-Up/Archive - Symantec Netbackup, Symantec

Enterprise Vaultn Citrix - Netscalern BlackBerry - BES and BESXn VMware - Site Recovery Managern Cisco - Cisco UCS & Cisco Nexus

Telephone/Remote Assistance forInstallations and UpgradesWhen installing or upgrading your software you might find that you could benefit from some assistance. We offer telephone and remote assistance to help resolve any issues that you might encounter with your installation or upgrade. Majenta recommends that in order to reduce downtime and fully optimise the performance of your installation that you utilise our professional on site installation service.

7For futher information on all Support Plus packages please call +44 1277 263 244

IT Infrastructure AuditTo keep you at your most productive we will offer you a free IT systems audit which covers server, storage and network infrastructure.

We will review your environment to identify resource and network bottlenecks as well as assess your data back up and disaster recovery capability.

Extended Hours Coverage as StandardTo better assist those who start early or work later we provide extended hours support coverage as standard from 8.00am to 6.00pm. A 24/7 option is also available on request.

Core Server MonitoringMajenta’s Core Server Monitoring service continually monitors the messages being relayed by your server, alerting you to any anomalies. This makes you aware of potential issues before they develop into problems, allowing corrective action to be taken before your users become affected. This relieves your own staff of the overhead of carrying out routine manual systems monitoring, or deploying expensive on premise solutions.

Advanced Server Monitoring ServiceExpand the reach of the Server Monitoring package through the addition of daily automated health checks, Back-Up and AV checks, event checks, on-demand and scheduled reports and asset tracking and inventory.

Technical Account Management (TAM) ReviewOur onsite full day review of your working practices and software productivity are conducted by your dedicated Technical Account Manager (TAM). In addition, your TAM will evaluate your current procedures to unearth bottle-necks and identify any skills gaps. They will also deliver a proposal designed to increase your workflow efficiency and user productivity.

10% Professional Services DiscountIT Infrastructure continually evolves and business requirements frequently change. Most businesses require specialist IT assistance from time to time to help evaluate, plan, implement, deploy or maintain their ever changing IT infrastructure.

To help you get more value for money we offer a 10% discount on all professional services within our Genius Plus Support package. Through tighter integration with your day to day operations and systems we familiarise ourselves with your environment and are therefore ideally placed to assist you with your IT projects. This also enables us to discount our Professional Service days to help you drive down IT costs whilst improving efficiency.

Inclusive of all Support + Pro and Master features plus: