An Introduction to Source Support Services

Source Support Services

is a service, support, and quality focused company that provides it’s customers with a cost effective solution for offering on-site computer hardware support and maintenance in North America and Internationally.

Who We AreWho We Are

Company BackgroundCompany Background

Headquartered in Atlanta, GA

Around the clock help desk support and depot repair facility in Atlanta, with parts depot’s now in Amsterdam, Tokyo & Singapore

Proven successful international warranty support provider for over 70 computer/IT manufacturers

Over 150,000 systems covered throughout the world

Network of over 15,000 field engineers in North America giving our customers greater responsiveness and flexibility.

Help Desk personnel experienced in Linux, BSD, Unix, Novell, AIX, and Windows operating systems.

Our focus is only hardware maintenance; we will never be your competitor.

Our model allows for very competitive pricing while maintaining excellent services levels.

Warehouse and Parts Inventory in Duluth, GA, as well as Amsterdam,

Tokyo, and Singapore

Source Support ServicesSource Support Services

Problem found

Parts used

Corrective action if applicable

QC checklist and all performance and Burn in tests run

Copy of all tests results

Picture of unit before being shipped

Our Depot repair, help desk, and training facilities, coupled with our worldwide on-site support network, enables us to offer full post-sale warranty support to our customers

Every depot repair system returned with quality controlled documentation:

Source Support ServicesSource Support Services

• Our Warranty Service Offerings Are World-Wide:

Service Package I8x5 (local time) Next Day On-site Response – Service Calls Made By 3 PM Site’s Local Time Handled Next Business Day.

Service Package II24x7x365 Help Desk With Next Day Business Response – Same On-site Response Mentioned Above With 24 Hour Help Desk

Service Package III24x7x365 With 4-Hour On-site Response - Same As Above With 4-Hour On-site Response

* Customizable Support Options for Specific Projects Are Available As Well.

Standard OfferingsStandard Offerings

• Covering All 50 States and Most Zip Codes

When new system is placed under warranty we immediately “research” our tech network to make sure we have the proper

resource to handle that system – quickly and effectively.

We “hand pick” from our database, the technicians and on-site partners to best suit you and your end-users needs!

We continually monitor, measure and report on our on-site techs and partners performance

Onsite NetworkOnsite Network

Over 15,000 technicians in our Source Support Data-base

Covering Canada as well

Onsite NetworkOnsite Network

Atlanta HD & Pts Depot

Amsterdam Parts Depot

Singapore Parts Depot

Tokyo Parts Depot

• Source Support Services offers the same warranty service programs around the worldCovering over 150,000 systems in over 40 countriesUtilizing an international on-site network24/7 help desk and on-line service call tracking programParts depot in Amsterdam and Singapore & TokyoToll Free International Numbers from most major international cities

International SupportInternational Support

Local On-Site Coverage Currently available in:

EuropeMiddle EastAsia PacificS. America

Toll Free International Numbers from most major international cities Toll Free International Numbers from most major international cities

Example of On-Site Capabilities in Europe

Greater Europe SupportGreater Europe Support

Source Support Services is confident that NBD on-site services can be achieved in all of the major cities of the countries listed above.

If there is no partnership company there today, we are confident that within weeks a suitable on-site partner can be identified, interviewed and signed up to give excellent hardware break/fix on-site service in conjunction with our 24/7 around the clock help desk.

This is proven continually as new systems are sold into "other" cities in these countries.

If you have a need in a location not listed, contact us!

International SupportInternational Support

– Reference Checking

– Phone or Personal Interviews

– Verification of Licenses

– Permits and authorizations

– Testing

– Solid performance feedback loop via Tesseract

Recruiting and Maintaining of our Technical Database:We have a recruiting team whose function is to find and quality technicians and organizations who meet the needs of our customers. The qualification process has several elements including:

Authorized Service Provider ProgramAuthorized Service Provider Program

– Responsiveness

– Technical Ability

– Communication

– Reporting

– Customer Service Skills

– Call Backs

– Efficiency and other categories

Tesseract Performance Feedback Loop:Source Support’s custom-designed call management system, is our primary quality assurance tool. In the hands of our in-house help desk engineer and manager, Tesseract evaluates each technicians performance on:

Only by achieving good “grades” in each of these categories, does a technician earn the right to participate in the next project.

Authorized Service Provider ProgramAuthorized Service Provider Program

Authorized Service Provider FormsAuthorized Service Provider Forms

• Insuring on-site partner is already “approved” by Source Support. Discussing the requirement of the specific on-site call which is to take place.

• Insuring that the partner is qualified to handle the on-site requirement based upon knowledge of type of systems being repaired as well as experiences.

• Insuring availability to not only begin the call when required but to insure availability throughout the expected time frame of the call.

• Going through strict rules and guidelines, based upon Source Supports “Standard Operating Procedure” document of how to act on-site, how representing, numbers and contacts to call when arriving, during and before leaving an on-site.

• Going through any specific technical steps and documentation necessary for the upcoming on-site call.

Interview Process for Onsite TechsInterview Process for Onsite Techs

• Introducing Source Support’s RCA Program RCA = Remote Customer Access

Web Based and Part of our Service Call Database

Available to you and your end-users!

Accessible via www.sourcesupport.com or your website! Enter any new service event or access any and all of your company’s systems under warranty with Source Support

Track and monitor the progress of all “open” service events.

Access, create and customize reports regarding your systems performance, and your end-user’s history and satisfaction level

Enable your end users specific access to their accounts status

Specific end user passwords given by Source Support (limited to their site only)

Source Support’s New RCA ProgramSource Support’s New RCA Program

Intro screen from Verari Web Site

Reports

Open Service Call

Query Existing Records

This program can be easily accessible from your web-site

– enabling your customers and end-users to enter, track and monitor a service call

with Source Support

Call us for an on-line demonstration!

• RCA Program Automatic e-mail enhancement

Automatic e-mail sent when:New Call is opened

Parts are dispatched

On-site is Scheduled

Call is successfully completed

Automatically notifies “key people” within your organization of call status

Includes direct links to on-line program for immediate review of newly opened service ticket!

Automatic Email NotificationAutomatic Email Notification

• Sample Failure Rate Analysis Graph

– Reports can be custom made to fit your requests

New System Failure Rate

3.55%3.37%

5.23% 5.13%

4.48%

5.42%5.04%

6.53%

5.04%

3.64%

4.62%62

74

104 107

141

113107

139

52

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%

10/25 11/1 11/8 11/15 11/22 11/29 12/6 12/13 12/20 12/27 1/3

Week Ending

0

20

40

60

80

100

120

140

1603427 4122 4130 4665 4916 5018 5648 5795

Cumulative Nodes Shipped

Annualized Failure Rate Cumulative Failures

• Source Support is pleased to present a “sample” of our reporting capabilities.

• Utilizing our extensive service call program that is remotely accessed by you and your end-users via our on-line Remote Customer Access (RCA) program 24/7

– Monthly reports available

– Failure rate analysis

– Component level by fault code and / or by product

• Excellent performance & measurement tool

Reporting CapabilitiesReporting Capabilities

Failure Rate Analysis• By Fault Description• By Product• Over Specific Time

PeriodsSpecific Early Error - Week Ending 07/12/04

Hard Drive Failure

Hard Drive Failure Memory

FailureMotherboard

Failure

Power On Failure

0

10

20

30

Reporting CapabilitiesReporting Capabilities

• As part of our quality program, Source Support has an internal and external “Severity Level” escalation plan that is implemented on every single service call performed.

• This is to insure immediate action and escalation within Source Support, with our partners and with our Partner’s end –users to insure the quickest and most effective route to solving any severity level issue.

Severity & Escalation PlanSeverity & Escalation Plan

• As part of Source Support’s quality plan, each step and potential escalation of all aspects of our services is clearly documented and detailed to insure excellent customer communication and satisfaction

Severity & Escalation PlanSeverity & Escalation Plan

• What to do when a service issue arises:– Contact Source Support Services 24/7 Technical Support Help Desk via:

• Toll free number: 1-866-777-8450• E-mail to support@sourcesupport.com• Log call on RCA program via www.sourcesupport.com

– https://sc.sourcesupport.com/sc42_RCA/asp/login_launch_RCA.asp – User ID / Password given to each account by Source Support

– Have serial number of defective systems ready to give to help desk tech– Help desk tech will call back within 1 hour (usually 20 min) if after hours.– Once diagnosis complete, SSS will arrange for the shipment of parts if needed and

dispatch locally based technician for Next Business Day On-site or within 4 hours (depending upon warranty coverage) – provided proper spare parts are on-site.

– Once on-site, the on-site tech will be in constant communication with SSS help desk technician insuring proper handling of service call.

– Once call is complete, SSS will get approval from end-user before releasing technician.– Every detail and update of call is reported and time and date stamped within the RCA

program for review by end-user and Source Support partner.– If at any time call is not going as planned, call will be escalated per Source Support’s

Escalation Procedure!

Service Call ProceduresService Call Procedures

• Key Numbers & Escalation Numbers for Support:

– Source Support 24/7 Phone Numbers: Toll free: 1-866-777-8450Local: 770-664-4822Fax: 770-664-4481

– If not satisfied with phone support or response escalation numbers are:

Steven Wright: Senior Account Executive: Extension 123, Cell Phone: 770-362-2707stevew@sourcesupport.com

Jason Roles: Director of Help Desk Services Extension 109, Cell Phone: 770-823-0479jasonr@sourcesupport.com

John Trautwein: Executive Vice President: Extension 106, Cell Phone: 770-823-0463johnt@sourcesupport.com

Escalation Contact InfoEscalation Contact Info

• Our Goal is to continually present and offer to our Partners ways to improve their service efficiencies:

– Offer a scalable support model to support growth in the USA and Internationally

– Allowing Management and Sales Teams both to focus on revenue generating activities.

– Always strive to decrease your sales team’s “time away from selling” by effectively and efficiently handling all after sales service events.

• Contact us for more information!

Total Support StrategyTotal Support Strategy

Contact Us:

11455 Lakefield Dr.Suite 200,

Duluth, GA30097

Telephone us toll free at: 1-866-777-8450 or 770-664-4822

Visit us at: www.sourcesupport.comContact us at sales@sourcesupport.com

Source Support ServicesSource Support Services