Introduction

Arch Technology Solutions– Formerly SMC Electronics, formed in 1988– A leading provider of alternative IT maintenance

services– ISO 9001 Compliant Facilities and Laboratories– Supporting over 75,000 product SKU’s– Supporting major Government and Private Sector end-

users and resellers

What we do

• Cost effective IT maintenance service coverage– Replacement for OEM Service Contracts (i.e. Cisco

SMARTnet ®)– 24x7 US based Technical Support Center (TAC)– Advance hardware replacements– OEM Certified technicians– Tailored Service Offerings

Supported OEM’s

Some Supported Clients

Terms Guideline

• EOL– End of Life: equipment that the manufacture is no longer willing to

support. Devices reach EOL status typically 5 years after initial sale

• OEM– Original Equipment Manufacturer

• TAC– Technical Assistance Center: toll free call center where the

customer can contact certified technicians• Advance Replacement

– Replacement for defective hardware is sent to the customer in advance of Arch receiving the defective gear

Example Support Levels

• 8x5xNBD– Toll-free phone support 8 hours a day 5 days a week

with Next Business Day advance hardware replacement

• 8x5xSBD– Toll-free phone support 8 hours a day 5 days a week

with Same Business Day advance hardware replacement

.. continued

Example Service Level’s cntd.

• 24x7xNBD– Toll-free phone support 24 hours a day 7 days a week

with Next Business Day advance hardware replacement

• 24x7xSBD– Toll-free phone support 24 hours a day 7 days a week

with Same Business Day advance hardware replacement

• 24x7x4– Toll-free phone support 24 hours a day 7 days a week

with 4 hour advance hardware replacement

Example Service Level’s cntd.

• Tailored Solution– Coverage solutions can be customized

• 1 Contract, 1 Contact– All equipment under 1 contract and 1 contact number

The Arch difference

• Coverage of multiple manufacturers under 1 coverage umbrella

• Support of End of Life and legacy equipment• Support of grey market and used equipment• Support of 3rd party memory, WIC’s and VIC’s• Blended contract options with OEM services• No cost recertification procedures for lapses in coverage• Flexible payment terms• Average savings to the customer of 20-30%

Operations Management

• Case Management– Tier 1-3 toll free support, Tier 4 OEM failsafe support

• Predetermined conference calls– Scheduled calls with the customer

• Critical problem resolution– Expedited case management at no cost

• Problem root-cause analysis– Analysis and resolution of root issue

• No cost Fail Safe– Escalation to OEM support at the cost of Arch for

unresolved cases

And the benefits

• Significantly reduced cost• 1 contract, 1 contact for all IT related equipment• Guaranteed problem resolution• Customer initiated escalation• Reduced down time• Streamlining IT costs• Yearly, quarterly, and monthly billing