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SunGard Higher EducationCentral Help Desk

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Central Help Desk (CHD) - Overview General Overview

Receive tier 1 (1st call) IT help desk calls into Maitland, FL All calls answered live – No IVR Dedicated toll free line per client Custom answer script - “private label” All work is recorded in site’s Help Desk Online (HDO)

Provide Tier 1 help desk support and triage all other issues to site. Currently Support: All Major ERPs and several minor ones All Email Solutions (Lotus Notes, Exchange, GroupWise, Web Mail) More Desktop apps than can be listed Most major CMS applications (Angel, WebCT, Blackboard) Provide basic How-To level instruction

Team & technician based call routing for higher probability of repeat technician contacts Professional in-depth training program for all new hires (3 week training regiment) Scaleable to meet peak call demands Robust and Redundant Telecomm Infrastructure

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Central Help Desk Telephone Infrastructure

Site End-User

Site Teleco Provider

Site PBX

Time Warner

Off-Site Location

Remote HD Location

SunGard HE Data Center

corp-voip-01

corp-voip-02

Corp PBX

ACD Server

orldc-voip-01

orldc-voip-02

Site-voip-01

SunGard HE Maitland Office

TDM

PhoneSet

Soft Phone

IP

TDM

IP

IP

IP

TDM

Laptop

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CHD Performance Metrics

2005 Performance Metrics Number of schools supported 53 2005 calls 240,000+ Average speed to answer (ASA) <30 sec CMS first call resolution rate 96% CHD first call resolution rate 73% QA Response Rate 8.0/9.0

Value Proposition Higher & consistent customer service at a lower cost Scale and depth of skills to meet seasonal demand Increased Support hours to meet expanding needs of Faculty, Staff & Students Defined Service Level Guidelines & reporting Scale and depth of skills to support new technologies

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CHD Rolling 14 Month Calls

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

Calls

Total 12,539 11,770 14,666 17,563 16,976 15,544 39,179 26,467 20,197 18,077 16,392 34,892 18,685 19,696

Feb 2005

Mar 2005

April 2005

May 2005

June 2005

July 2005

Aug 2005

Sept 2005

Oct 2005Nov 2005

Dec 2005

Jan 2006Feb 2006

Mar 2006

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Central Help Desk (CHD) - Offerings

Faculty & Staff Help Desk 24 x 7 Help Desk (best value) 8 – 5 (or any X – Y M-F hours) plus optional weekend hours

Student Help Desk Always 24 x 7 Help Desk

CMS Help Desk (WebCT, Blackboard, Angel, etc)) Always 24 x 7 Help Desk

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Course Management Systems Remote CMS Management

Physically hosted in your Data Center CMS Administration

Course Administration Enrollment Management

CMS System Administration Hardware and OS Management Application Management

24 x 7 Help Desk

Hosted CMS Physically hosted in our Data Center in Orlando, FL CMS Administration

Course Administration Enrollment Management

CMS System Administration Hardware and OS Management Application Management

24 x 7 Help Desk