Managed Services
True Managed Services
What’s the Difference?
Monitoring
Management
• Software sits on customer
network and “watches”
• Software alerts based on
pre-defined list of
attributes
• Issues presented to client
and if need be, truck is
rolled to resolve issue.
• Priority Queue
• Smaller MSPs
• Software sits on customer
network and “watches”
• Software alerts based on
pre-defined list of attributes
• Issues are handled by 3rd
party helpdesk
• Client receives reports
• Upgrades recommended at
time of failure
• Most MSPs
ProServ
• Systems watch customer
environments
• System alerts based on predefined list of attributes
• System attempts to resolve
issue without any interaction
• 3rd Party handles reactive,
then creates plan to
completely alleviate issue in
future
• 3 Year technology plan with
budgeting and quarterly
meetings
True Managed Services
How We Stand Out
• Dedicate 10x more internal resources to proactive
than reactive support
• Automated tools manage systems and fixes
• Internally developed management system
• Close 800x more proactive tickets than reactive
• 1/3 The cost of larger MSPs
• 25% of all profits go to improving systems
• Managed based on SLA
• NO CONTRACT
The Modern Office
Maintenance Services
Maintenance Services
• RoomServ Extended Warranty/Maintenance
Maintenance Services
• Features:
• Fixed cost service plan
• Purchased with
equipment
– Also available for
equipment outside of
the manufacturer
warranty period
• Phone Support & Trouble Shooting
(Tier 1)
• Onsite Support (Tier 2)
• Priority Service Level
• Travel Time/Mileage
• Warranty Management
• Returns processing
• Equipment Repair or Replacement
• Equipment Removal & Reinstallation
• Benefits:
• Budgeting simplicity
• Removes risk of unforeseen service
expenses
• Single point of contact
• Peace of mind
Maintenance Services
RoomServ vs. Manufacturer Warranty
Service Description
Phone Support
Manufacturer
RoomServ
X*
X
On-Site Service
X
Equipment Removal
X
Equipment Repair/Replacement
X*
X
Service Parts Coverage
X*
X
Equipment Reinstallation
X
Travel Time/Mileage
X
Fixed Cost Service
X
* Limited Coverage – while under manufacturer warranty.
Maintenance Services
RoomServ vs. Time & Materials
SERVICE DESCRIPTION
RoomServ
TIME & MATERIAL
Emergency Response Time
4 Business Hours
Best Effort
Non-Emergency Response Time
8 Business Hours
3-5 Business Days
Standard Business Hours
Standard Business Hours
$50
Billable
Service Parts Coverage
No Charge
Billable
Replacement of Defective Equipment
No Charge
Billable
StayBrite Preventative Maintenance
Optional
Billable
Software/Firmware Patches
No Charge
Billable
Trip/Mileage Charges
No Charge
Billable
Hot Spare Equipment
Optional
Not Covered
User and/or Administrator Training
Billable
Billable
Not Covered
Not Covered
Billable
Billable
Maintenance Coverage Hours
No Trouble Found & Operator Error Service Calls
Acts of God (Secondary System Coverage)
Remote Programming
Maintenance Services
StayBrite Preventative Maintenance
Maintenance Services
• Features:
•
•
•
•
•
•
•
•
Preventative maintenance
Conducted to keep
equipment working
Extends the life of
equipment
Ensures greater return on
investment
Scheduled during seasonal breaks
Onsite Service
Testing and trouble shooting
Detailed report of findings by room
• Equipment make/model/type
• Problems discovered
• Required service, parts, and pricing
• Benefits:
• Identify problems prior to peak
need
• Decreased service expenses
• Increased utilization
• Increased return on investment
• Peace of mind
Maintenance Services
StayBrite Preventative Maintenance Process
•
Discovery
–
–
–
–
•
Scheduled meeting w/ customer
Determine goals
Facilities walk-through
Document initial findings
Provide Scope of Work
– Scheduled meeting w/ customer
– Detailed project plan & pricing
– Success Criteria
•
Schedule Services & Resources
– Create project schedule w/ customer
– Project Manager provides SPOC
• Perform StayBrite Services
•
•
•
•
Clean equipment
Power on and test equipment
Inspect components and connectivity
Adjust settings, realign, perform basic
fixes
• Identify and document findings
• Project Review
• Scheduled meeting w/
customer
• Provide final documentation
• Gap Analysis by room
• Proposed remediation and pricing
Maintenance Services
Volume Service Purchase Agreement
Maintenance Services
• Features:
•
•
•
•
• Provides customers a
flexible service umbrella
that lowers long term labor
expenses.
• Customers who purchase
VSPA’s receive preferred
service status and savings
based on advanced
payment.
Phone Support & Trouble Shooting (Tier 1)
Onsite Support (Tier 2)
Priority Service Level
Warranty Management
•
Returns processing
• Equipment Removal
• Equipment Reinstallation
• Benefits:
•
•
•
•
•
Lowers service labor expenses
Decreases administrative burden
Single point of contact
Does not expire until service hours are used
Peace of mind
C-it
Thank You
(888)834-9711
www.c-it.cc
211 Breighton Drive, Unit 8
Shelbyville, KY 40065