Managed IT Operations Basis Managed Desktop Services www

Managed IT Operations Basis Managed Desktop Services www. snt-world. com

MDS-Lifecycle Overall Responsibility Three Service Levels (Gold – Silver – Bronze) Uniform Standards (Hardware & Software) Procurement / Provision / Leasing – Standard Hardware (Desktop / Laptop) – Basis Software Products (Operating system and max. 8 applications) Lifecycle Services / Operational Management – Installation and Start Up – Support / Service • Help Desk • On-site Hardware Servicing (field service) • Remote Software Support (software distribution) – Dismantling/Disposal

We don‘t just supply the product, but also take responsibility for it throughout its entire life cycle. • Standardized Client Configurations • Measurable Service Level Agreements • Documentation of Installed Assets Replacement with upgrade to new standard without increase in the monthly cost base

Overview of Solutions Service Levels Bronze Silver Gold 8: 00– 17: 00 – 6: 00– 20: 00 Service Time Monday-Friday Saturday Provision Order until Supply “end-to-end“ within 10 days 8 days 6 days Installation/ Start Up Within n Hardware n Software 5 days 2 days 3 days 1 day 2 days 0. 5 days <8 h < 16 h <4 h <8 h <1 h <6 h Troubleshooting (Break down/Fix) n n Reaction Time Recovery

Overview of Solutions Basis Hardware Product Desktop HP DC 5800 SFF, dual core 218, 2 GB, 160 GB, no floppy, DVD-RW, Intel GMA 3000, keyboard, scroll mouse, MS Windows downgrade XPP Monitor L 1710 17“ LCD-monitor, or L 1908 W 19“ wide LCD-monitor Laptop HP 5670 dual core, 15. 4“ WXGA, 2 GB, 160 GB, DVD-RW, Bluetooth 2. 0+, Gbit-Ethernet, 802. 11 a/b/g, basic docking station, MS Windows downgrade XPP Basis Software Product Operating System Microsoft Windows XP Professional Applications MS Office Prof. 2007; MS Internet Explorer; MS Media Player; Win. Zip; Acrobat Reader; SAP GUI; Antivirus Client.