MANAGED SERVICESPriority service plans for proactive actions and preventative maintenance

The Prosirius Managed Services suite aims to ensure that your collaboration spaces and equipment remain optimally functional with a seamless user experience through our on-site or remote concierge service.

At Prosirius we recognize that your audio-visual collabo-ration environment is vital to your business success. We strive to add value to your business by aligning our expertise with your collaboration strategy and objectives.

Enjoy peace of mind knowing that you have partnered with a highly skilled team of dedicated professionals to ensure that you receive the optimum return on your investment.

Prosirius offers a comprehensive suite of services to choose from. Our world-class services complement our extensive product line to ensure you receive the absolute best end-to-end user experience.

Service Level Agreements

Service delivery and innovation are our differentiators in the market. We understand that after-sales support is an integral component of our relationship with our valued clients.

Choose from our standard Silver, Gold or Platinum packages or work with our team to design a Service Level Agreement more suited to your specific needs.

Service Silver Gold Platinum

Basic User Training and Instruction Manual Included Included Included

Technical Skills Training ExcludedIncluded

1 session annually limited to 4 people

Included 1 session annually limited to

4 people

Call Centre Access Included Included Included

Telephonic Technical Support Included 2 Hour response time

Included 1 Hour response time

Included 1 Hour response time

On-site Technical Support(Call outs)

Included Next Business Day

12 hours per annum

Included 6 Hour response time

JHB, PTA and CPT Unlimited

Included 4 Hour response time

JHB, PTA and CPT Unlimited

On Standby Technical Support ExcludedIncluded

2 sessions limited to 6 office hours and 2 after hours per annum

Included 4 sessions limited to 12 office

hours and 4 after hours per annum

Health Checks Included Bi-annually

Included Quarterly

Included Quarterly

Technical Maintenance Reports Included Bi-annually

Included Quarterly

Included Quarterly

Parts ReplacementIncluded

(only on equipment under warranty)

Included (only on equipment

under warranty)

Included (only on equipment

under warranty)

Loan Equipment (Ts and Cs apply) Excluded Included Included

Software and Firmware Updates (Only if under license and warranty) Excluded Included Included

Prosirius VNOC Excluded Excluded Included

Our Service Level Agreements are available on 12 - 36-month packages:

Basic User Training

An approximately 30 minutes course on project handover. Covers the basic understanding of how to operate the system and the basic use and care of the visual communication environment for the end user. This also includes a basic step by step manual.

Technical Skills Training

A half day course where one of our highly skilled professionals will train your technical personnel [limited to 4] on the basic technical expertise required to understand and operate the solution at a level where they would be confident to perform first-line diagnostics and support.

Call Centre Access

All Prosirius clients have access to our national support call-center for 1st line telephonic support or to log a call for more advanced technical support. All calls are logged via our Prosirius National Support Desk on 0861102242 or via e-mail to support@prosirius.co.za

Telephonic Technical Support

If for any reason, the call centre coordinator was unable to resolve the problem a ticket will be logged for more advanced telephonic technical support. A highly skilled Prosirius technician will be assigned to your ticket to ensure that the problem gets resolved promptly. Upon receiving this request, the technician would attempt to establish the nature of the fault telephonically. Once a good understanding of the fault is established the technician will assist the client to resolve the problem by performing a few basic technical functions or tests.

On-site Technical Support (Call out)

If the problem could not be resolved telephonically, the call-center operator will escalate the incident to “call-out” status for a technician to be dispatched to the client’s premises within the corresponding SLA response times.

On Standby Technical Support

Our clients occasionally request additional ad-hoc on-site technical support resources, especially when hosting special events in auditoriums, boardrooms or open-plan function areas. Prosirius can provide these services at a 96-hour notice period.

Health-checks and Technical Maintenance reports

We will perform on-site equipment/system health-checks on a quarterly or bi-annual basis and provide a full maintenance report regarding equipment status and recommendations for enhancements or improvements within 72 hours from completion of the health-check.

Any 1st line repairs or maintenance that can be performed during the health-checks will be carried out at no additional charge.

Software and Firmware updates

Prosirius will be responsible for scheduling and implementation of software and firmware upgrades for infrastructure and end-point equipment that is still under warranty as/when updates become available.

Parts Replacement and Loan Equipment

In the unlikely event of equipment failure Prosirius will remove the faulty equipment from site for assessment and/or repair:

• If the equipment is still under warranty the manufacturer will repair or replace the equipment at no cost

• If the equipment is out of warranty a repair or replacement cost quote will be sent to the client for the repairs or replacement

Where possible, Prosirius will provide an alternative solution, or loan equipment within a reasonable period to restore uptime. Loan equipment may not be the same as the original installed equipment and is provided on the understanding that it will restore basic functionality.

Prosirius will restore the room to its original state and provide a detailed report regarding warranties as soon as the repaired [or replaced] equipment has been received from the respective manufacturer.

Prosirius VNOC (Virtual Network Operating Centre)

Our remote managed services concierge will take care of the management and control of your entire collaboration eco-system by running daily pre-meeting system health-checks, performing infrastructure diagnostics, coordinating meeting participants or launching [and live-monitoring] your conference calls.

PROSIRIUS VNOC

VNOC Engineer/Help desk

Room Scheduling/Connecting

Report Generation/Analytics

Live Monitoring

Internet BreakoutVideo Conferencing• Live Monitoring and Support• Conference Management• Endpoint Control

Meeting Rooms• Room Control• Lamp Checks• Firmware Updates

Digital Signage• Screen Control• Content Management• Play list Updates

Room Booking• Advance Analytics• Booking Management• Advanced Reporting

Secure VPN

ClientNetwork

Prosirius VNOC (Remote Managed Services)

ProsiriusVNOC

A simple, intuitive end-user interface process is integrated seamlessly into your existing business infrastructure and communication model.

Meeting is scheduled by the end user

7 Meeting venues are booked out and Prosirius is included in the calendar invite helpdesk@prosirius.co.za

1

Pre-meeting connectivity and call-quality tests are conducted with external participants

2

Prosirius co-ordinates the activation of endpoints and integrated equipment at the scheduled time

3All participants are

dialed in along with our VNOC Engineer

4

VNOC Engineer confirms that everyone can see and

hear each other and exits the meeting (Incl. content testing)

5

During the meeting,The VNOC Engineer monitors

the connection

6

EXECUTIVE ON-SITE SUPPORT

Executive On-site Support

Our comprehensive managed services suite provides skilled on-site resources trained to provide a host of in-room technical support services for your end-users, compliment your internal infrastructure support team and optimize operational efficiencies.

This service provides you with the 8 X 5 on-site expertise you require, supported by our management team. The on-site resource will be responsible for monitoring, managing and controlling all aspects of the video conferencing and audio visual infrastructure, assuring you of our best service and attention at all times. This resource will also provide telephonic technical support to the other regional offices. Other functions of the on-site resource include (but are not limited to) the following;

• In-person support of all rooms

• On site assistance for all VC and AV related issues

• Regular health checks of all VC rooms

• Daily VC testing and remote health checks across the VC network

• Daily recording server testing

• Troubleshooting and first line repairs

• Remote support to all sites included in the agreement

• Call scheduling and start management

• Calendar scheduling assistance

• Live call monitoring and time keeping

• Call logging and reporting

• Infrastructure maintenance and support

• Out of network call testing

• Mobile user setup

0861 10 2242 | info@prosirius.co.za | www.prosirius.co.za