Business Benefits of Vo IP for the SMB

Business Benefits of Vo. IP for the SMB IT EXPO East Geoffrey Drayton, Vice President Sales and New Business Development, Decision. One January 23, 2007

Agenda § § § 2 Decision. One Vo. IP Suite of Services Service Descriptions & Deliverables New Operating Model Next Steps Appendices

Decision. One Vo. IP Suite of Services Plan Implement Maintain S e r v i c e E v o l u ti o n IP Phone Support IP Phone Install 5 Depot Configurati on 3 Vo. IP Site Readiness 2 1 4 Router & Switch Install Pick, Pack & Ship T i me 3 6 7 Training & 30 -day Vo. IP Support 8 IP Phone Replacem ent

Decision. One Vo. IP Services Suite defines required services … 4 Service Descriptions, Deliverables & Market Pricing Service Description Deliverable Market Pricing S 1 - Vo. IP Site Readiness Physical inspection of client’s IT environment including cabling, bandwidth, LAN equipment & IP address schema Operational assessment/benchmarking to determine ability of client’s IT environment to support Vo. IP Readiness Report IP network topology 1 -30 user site: $600 plus $79 trip charge 31+ user site: custom quote Site Survey only = $200 + trip charge S 2 - Pick, Pack & Ship Inventory, warehouse & ship equipment for installation Unit ready for shipping to customer location Std process control system rpts $6. 32 (logistic labor only) Needs further investigation. S 3 - Configuration Logistics service complementary to Pick, Pack & Ship that configures equipment for a customer installation Configured device Std process control system reports Quote S 4 - Router & Switch Install Rollout & implementation of pre-configured Router & Switch Successfully installed and tested router/switch $70/unit S 5 - IP Phone Install Rollout & implementation of pre-configured IP phone Successfully installed and tested IP Phone w/ability to make Vo. IP calls $30/phone (5 phone min) S 6 - Training & 30 -day Vo. IP Support End User IP Phone Training and 30 days of Tier 1 End User Remote Technical Support for IP Phones 30 -minute training webinar M-F 7 am-7 pm Tier 1 Support Historical & Real time reporting Training – in process $19/call S 7 - IP Phone Support Remote problem receipt, call tracking, entitlement, triage and resolution of end user IP phone issues 24 x 7 x 365 specialized Tier 1 & Tier 2 Support Historical & Real time reporting $19/call S 8 - IP Phone Replacement Receipt of defective unit Return defective to vendor Receive replacement from vendor Exchange of defective IP phone Std reporting $11. 03 (logistic labor only) Needs further investigation.

1 Vo. IP Site Readiness inspects a client’s IT environment’s ability to support Vo. IP What do we deliver? : What’s the value to the client: Help the customer quickly answer the following questions: • Vo. IP Site Readiness report of major categories • Is the equipment installed in your network Vo. IP–Vo. IP network topology –Overall Scorecard for –Wiring –Bandwidth –Network equipment –IP addressing schema –Gap identification listing Service Highlights: • • • 800 number for customer service End to end management of service delivery including scheduling, ticket management, service escalations and reporting Scripted procedures and processes for consistent service delivery Designate Point of Contact responsible for operational activity Best of breed Vo. IP Assessment technology Extensive investment in technical talent friendly? • Are any equipment upgrades or replacements needed? • Is the existing cabling adequate to support Vo. IP? • Does sufficient bandwidth exist to support Majoracceptable voice call quality? Activities: • • • Receive partner service request and create service ticket Schedule on-site visit Gather detailed information about wiring, bandwidth, network equipment & IP addressing schemes Generate synthetic Vo. IP calls on network, when needed Assess bandwidth ability to handle Vo. IP traffic Assess IP addressing schema Obtain customer sign-off of on-site visit Review/Analyze the collected material Identify any network and cabling gaps Craft deliverable report Update and close service ticket 5

2 Pick, Pack & Ship logistics service inventories, warehouses 6 and ships equipment for a customer installation What do we deliver? : • Inventoried, warehoused, packed and shipped units for client installations What’s the value to the client: • Improved customer satisfaction through reduced capital, infrastructure costs, and reduced business complexity • Standard Process Control System reports Service Highlights: • • • Point of Contact responsible for conducting Periodic Business Reviews and interim conference calls (as required) Deep, experienced workforce with technical certifications across multiple products and technologies Corporate freight discount Flexible/scaleable workforce and systems to provide tailored solutions to meet your unique requirements and workload variations Fixed fee per device Inventory management Inspection for shipping damage End to end management of warehoused inventory including stocking, tracking, packing, shipping and replenishment Coordination of shipped unit with scheduled on-site installation date Major Activities: • • • Receipt of OEM equipment via Decision. One Process Control System Receive partner service request and create service ticket Select equipment from inventory according to client specifications and license agreements Repackage in original packaging Ship unit to the installation site per customer instructions for deployment by Decision. One CSE Update and close service ticket

Depot Configuration logistics service complementary to Pick, 3 7 Pack & Ship that configures equipment for a customer installation What do we deliver? : What’s the value to the client: • Configured device in a Decision. One Depot location • • Standard Process Control System reports • • Service Highlights: • • • Point of Contact responsible for conducting Periodic Business Reviews and interim conference calls (as required) Deep, experienced workforce with technical certifications across multiple products and technologies Flexible/scaleable workforce and systems to provide tailored solutions to meet your unique requirements and workload variations Fixed fee per configuration End to end management of warehoused inventory including stocking, tracking, configuration, testing, packing, shipping and replenishment (includes Pick, Pack & Ship) Reduces on-site labor expenses and eliminates risk of non-functioning equipment being discovered during the installation process Improved customer satisfaction through reduced capital, infrastructure costs, and reduced business complexity Achieve accountability for ensuring consistent device configuration for any installation regardless of location Major Activities: • • • Receive partner service request and update service ticket Configure selected equipment from inventory according to client specifications and license agreements Perform functional testing of assembled hardware unit Address any installation issues resulting from test Coordination with rest of Pick, Pack & Ship service Update service ticket

4 Router & Switch Install of pre-configured units What do we deliver? : 8 What’s the value to the client: • Increased customer satisfaction due to expertly • Achieve accountability for ensuring consistency and standardization across all locations while keeping deployments on time and within budget Rapid solution deployment within a single location or simultaneously across multi-site locations • Successfully installed and tested router/switch managed service delivery and execution Service Highlights: • • • 800 number for customer service Coordination to ensure installation occurs successfully for date scheduled Scripted procedures and processes for consistent service delivery Escalated support for the trained workforce from central network specialists Designate Point of Contact responsible for operational activity Extensive investment in technical talent • Major Activities: • • • Receive partner service request and create service ticket Verify customer readiness for install activity Schedule appropriate resource(s) to perform work Ensure local resource has all material to perform install for customer environment Unpack equipment and place in rack or on tabletop Connect power and Ethernet to router/switch Perform acceptance test of installed equipment Address any installation issues resulting from test Provide technical overview of installed equipment to administrator Obtain customer sign-off of successful installation Update and close service ticket

5 IP Phone Install of pre-configured devices What do we deliver? : 9 What’s the value to the client: • Successfully installed and tested IP phones • Ability to make Vo. IP calls from phones • • Service Highlights: • • • Participate in coordination to ensure installation occurs successfully for date scheduled End to end management of service delivery including scheduling, ticket management, service escalation and reporting Scripted procedures and processes for consistent service delivery Designate Point of Contact responsible for operational activity Escalated support for the trained workforce from Vo. IP specialists Extensive investment in technical talent Increased customer satisfaction due to expertly managed service delivery and execution Accelerated realization of technology solution’s value Achieve accountability for ensuring consistency and standardization across all locations while keeping deployments on time and within budget Rapid solution deployment within a single location or simultaneously across multi-site locations Major Activities: • • • Receive partner service request and create service ticket Verify readiness for install activity (e. g. Vo. IP Site Readiness) Schedule appropriate resource(s) to perform work Ensure local resource has all material to perform install for customer environment Unpack and setup IP phones on desktop Connect power and Ethernet Perform acceptance test of installed equipment Address any installation issues resulting from test Distribute end user dialing instructions & features documentation Obtain customer sign-off of successful installation Update and close service ticket

6 Phone Training & 30 -day Vo. IP Support for 10 end users What do we deliver? : • 30 -minute Training webinar • M-F 7 am-7 pm local time Tier 1 remote technical support • Historical & Real Time Reporting Service Highlights: • • • Hosted End User Feature Training provided via webinar Telephone support provided via an 800 number Real-time availability of appropriate technical skill set Stable contact center infrastructure with scalability options Tier 1 remote technical support of IP phone and dialing features Scripted procedures and single point of contact for handling call escalations Tracking of service problems/call history What’s the value to the client: • Keeping people up to speed on technology with training focused on operational topics to fully leverage basic product features Increased customer satisfaction due to specialized technical support available via phone Decrease need for expensive on-site technical visits Reduction or elimination of CAPEX and OPEX expenditures Support is available when you need it with ability to scale to meet your changing requirements Obtain a remote presence with a single point of contact for all support inquiries Frees up internal technical resources to focus on core differentiating activities rather than support • • • Major Activities: • • • Schedule training webinar date with customer Host 30 -minute training webinar Receive customer support calls and create service tickets Entitle, triage and resolve customer problems Update and close service ticket

7 IP Phone Support for end users What do we deliver? : 11 What’s the value to the client: • Increased customer satisfaction due to specialized technical • Support is available when you need it with ability to scale to meet your changing requirements Obtain a remote presence with a single point of contact for all support inquiries Frees up internal technical resources to focus on core differentiating activities rather than support Augments the IPT expertise within IT departments Increase employee productivity from expedited problem resolution by Vo. IP support specialists • 24 x 7 x 365 specialized Tier 1 and Tier 2 remote support available via phone technical support • Decrease need for expensive on-site technical visits • Reduction or elimination of CAPEX and OPEX expenditures • Historical and Real Time Reporting Service Highlights: • • Telephone support provided via an 800 number Real-time availability of appropriate technical skill set Stable contact center infrastructure with scalability options Tier 1 remote technical support • Basic physical connectivity troubleshooting of IP phone • Dialing features Tier 2 remote technical support • User administration on switch • User configuration parameter changes in portal • Troubleshooting basic switch/router connectivity Scripted procedures and single point of contact for handling call escalations Tracking of service problems/call history • • Major Activities: • • • Receive customer support calls and create service tickets Entitle, triage and resolve customer problems Update and close service ticket

8 IP Phone Replacement providing whole unit exchange 12 for defective IP phones What’s the value to the client: • What do we deliver? : • Rapid exchange of defective on-site equipment • • Standard reporting • • • Service Highlights: • • • Customer service & triage support provided via an 800 number Stable contact center infrastructure with scalability options Inventory management with next business day delivery Shipping request processing and RMA tracking Defective product returns Point of Contact Transactional, fixed fee pricing Flexible/scalable workforce and systems to handle equipment exchange ISO 9001 Logistics center with scripted procedures and processes for consistent service delivery Increased customer satisfaction due to rapid equipment exchange from a low cost alternative solution Decrease need for expensive on-site technical visits Reduction of CAPEX and OPEX expenditures Obtain a remote presence with a single point of contact for all support inquiries Frees up internal technical resources to focus on core differentiating activities rather than support Major Activities: • • • Receive customer support calls and create service tickets Entitle, triage and diagnose customer IP phone hardware problems Verify need for whole unit swap Request replacement unit from in stock configured inventory Pick and pack replacement IP phone Issue RMA and ship replacement unit overnight to designated customer location Update inventory stocking levels Receive and test defective unit for problems Coordinate repair tasks, if required Place refurbished unit in inventory stock, if designated Update and close service ticket

The “new” D 1 operating model has the Service Desk as our service delivery hub Decision. One Service Desks Internet POTS FTP/XML Customers • Tier 1 -3 Technical Support/Proficiency • Entitlement/Ticket Creation • Triage/Diagnostics • Tool Access/Diagnostics • Remote Resolution • Escalation • Intelligent Dispatch (Parts, Tech) Infrastructure • Self-Help (Tier 0) Web • Email, Chat, Phone Services • Remote Monitoring/Mgmt • Entitlement Screening • Automated Alarms Field Technician & Engineers On-Site Support • Expert Systems/Knowledge Mgmt • Ticket Management • Diagnostic/Training Labs • Advanced Reporting Capabilities Logistics/Parts Forward & Reverse Svc Delivery Partners 13

14 A Foundation for World Class Service Delivery Key Attributes Tier 2 –Technical Knowledge … Dispatch Tier 3 –Product Knowledge Dispatch Tier 4 – OEM Knowledge Dispatch Knowledge-enabled Dispatch Netwo r Deskto king & Com m. p Request Resolved Tier 1 – Entitle, Triage Field Dispatch Labo Tier 0 – Self-Service r Service Requests Knowledge-Enabled • Tiered Service Delivery Model • Standard approach to service request processing (ITIL compliant) • Consistent data capture & reporting at all levels • Utilize common knowledge base for fast, quality resolution (8090% resolved without field) • Self-service case access • Decision. One value derived from IC sourced by field AND remote capabilities • Tier 0 -2 – Can be bundled as “customer Selected Key metrics: First Call service” with CHD or TSD Resolution, Dispatch Avoidance, for partner; or backend First Field Call Effectiveness “high tech” support

Knowledge-enabled, Tiered Service Delivery Knowledge-Enabled • Knowledge is captured throughout process (by client, call, product, issue, resolution, etc. ) • Knowledge is re/used for triage & resolution at all levels of support • Knowledge is available for customer “self-serving” • Tiers leverage IP for “smart hands” field labor/support • Field labor accesses and contributes directly during onsite support • D 1 valued derived through domain specific IC versus field capability exclusively 15 Tiered Support Model • Tier 0 – Self-Service problem resolution • Tier 1 – Scripted, knowledgebase resolution, broad IT service skills & knowledge • Tier 2 – Product specific knowledge & skills, certifications • Tier 3 - Deep dive skill & knowledge in target domain areas (e. g. , DC, Desktop, N&C, etc. ) • Tiers 2 -4 – Primary source for knowledge base • Tier 0 -2 – Will be bundled as “customer service” with CHD or TSD for partner; or backend “high tech” support • Tiers 3 -4 – Will be bundled for specific TSD for OEM, Outsourcer, backline support, etc.

Next Steps 16 We Take Care of Your Technology… Questions? So You Can Take Care of Your Business.

Appendices § Appendix A: Decision. One Service Delivery Model § Appendix B: Standard Vo. IP Installation Service Delivery Model 17

Appendix A: Decision. One Service Delivery Model 18

Appendix B: Standard Vo. IP Installation Service Delivery Model Our approach builds a foundation for service support 12) Periodic Reporting. Standard Installation Reporting 11) Track and monitor performance and SLAs 3) Partner calls/schedules install with D 1 Vo. IP Partner 10) Notifies Partner of completion OR solicits further information for problem 2) Partner resolution determined client 6) D 1 Service Desk network can confirms client site is 3. 1) Partner handle voiceready & equipment is on-5) CSE Ships over-IP 1) Customer receives/ site equipment acknowledges service requests to client site request OR installation “smart hands” support 7) Performs installation (or resolution actions) until successful or notifies Vo. IP Service Desk CSE Client 8) Install is successful, or fails D 1 Service Desk 4) D 1 Service Desk: • Takes service request • Entitles caller • Schedules install • Dispatches CSE • Supports “smart hands” 9) CSE notifies Service Desk of completed installation OR requests additional support for problem resolution 19

Decision. One Corporate Profile § Decision. One is the largest independent IT services provider in North America with 45 years experience in technology support services. We employ over 2, 500 technology professionals in North America – including US, Canada and Latin America. § Our core business resides in local, reliable, cost-effective technology support services for Data Center, Desktop, Networking, Communications, and Specialty Equipment § Our Repair Depots and Remote Service Desks support the field service activity § You may know us as: § Bell Atlantic Business Systems Services, Sorbus, Decision Data, IDEA Servcom, Intelogic Trace, Memorex Telex, General Diagnostic Incorporated (GDI). 20

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