Welcome to theLogicalis Operations Center

Logicalis has been in the Managed Services business for more than 12 years providing over-the-wire remote infrastructure management (RIM) services. Over time, we have grown our services organization through the investment of people, enterprise-class management systems, and processes built upon service management standards. The goal is to provide highly scalable and repeatable services to help manage our

clients’ IT infrastructure. We have seen the transition of RIM services leading to a more complete solution. Clients are seeking converged solutions that provide Infrastructure as a Service, combined with the management platform that a service provider delivers.

Logicalis began investing in cloud services in 2009 and continues to make significant investments, including expanding our cloud infrastructure into three data centers and expanding our offerings to focus on managed cloud services in our multi-tenant infrastructure, leveraging virtualization technologies, enterprise networking infrastructure, and our managed services platform. Over this time, we have spent more than $15 million building out our cloud services, which represents more than 50 percent of our revenue from our as-a-service offerings.

We have more than 150 clients currently running applications in our cloud infrastructure today. This represents nearly 1,000 VMs and 500 TBs of storage capacity that is monitored, managed, and backed up 24x7. We plan to invest in and expand our cloud services as we see this platform as a key benefit in how we engage, support, and deliver IT solutions to our clients. We have clients running everything from simple web servers to core enterprise applications.

We are excited about the opportunity to provide you first-class services through our operation center. Please review the enclosed information about our services.

Mike MartinVP, Services and Solutions

FAQsWhat are the operating hours?The NOC is staffed 24/7/365 and has approximately 85 resources located across the US.

How do you operate during bad weather or emergency situations?We operate 24/7/365. In the event of a power outage, we have a gas-powered generator that provides power to the NOC and support equipment.

What technology do you support?We support various technologies, including servers, network, storage, back-up, database, IPT, messaging, security and applications.

What software tools do you use?We currently use Nimsoft for end device monitoring and Indicative (also known as E2E) to perform synthetic transition monitoring. These tools feed our ticketing system, ServiceNow, where tickets are worked by our engineers based on priority.

How does ServiceNow work?Dashboard�� Tickets appear on the dashboard sorted by the SLA time remaining.�� Engineers can, at a glance, see which inci-dents need their immediate attention.�� SLAs are assigned based on the Service

Level: Platinum, Gold, Silver, and Bronze, and the urgency assigned to that device by our clients. As an example, a P1 ticket is generated for Platinum-level devices assigned a high urgency by the client and hold a resolution time of 4 hours.

Metrics�� The total number of tickets generated over the past 90 days and the number of tickets that have SLAs associated with them are always displayed.�� Tickets are created for some devices where only notification of the issue to the customer is required of Logicalis (Bronze Service Level). Those types of incidents do not have SLAs attached to them.�� Additionally, we have gauges that represent a summary of the time to resolution and the SLA compliance percentage. (Our time to resolution is low and SLA compliance is high!)�� Logicalis also performs change requests for some of our clients. We average up to 800 change requests per month.��Where a large number of incidents are created that are related, or when an issue is found while troubleshooting that requires additional investigation beyond restoring the device to service, a problem ticket is created. These problem tickets can also be used for trending, to identify specific reoccurring incidents for remediation.

Our Customers

Our NOC is staffed 24/7/365 so someone is always available to answer incoming calls.

Services Industry

ManagedServices

221Enterprise

Cloud154

ServiceDesk43

MS & Cloud26

Manufacturing

FinancialServicesRetail

ProfessionalServices

HealthcareGovernment

& Education

Why did you choose Cincinnati, OH, for the main operation center?There are many reasons. It is a central location within driving distance for many of our clients. We are also located within an hour of two major airports, which allow many travel options. Our Midwest location offers lower labor costs as well as close proximity to resources coming out of colleges.

Who manages the operation center?The director of managed services operations has the overall responsibility for day-to-day operations. Each shift is managed by a shift lead or manager who acts as an escalation point for all incidents. These personnel ensure that tickets are being addressed in a timely manner and act as mentors for the teams they manage. The shift leaders and managers also communicate directly with the operations director and the senior management team when critical incidents occur within the Logicalis and customer environments.

Who is the first point of contact?Since the operation center is staffed 24/7/365, someone is always available to answer incoming calls. The phone system is set up with queues based on Tiers, 1-3. All inbound calls are typically answered by our first-line engineers; however, if none are available, second- and third-level engineers answer as needed.

Why are the cubicles in the operation center set in groups?The operation center seating is arranged by shift and by technology. Engineers who work the same shift sit together, allowing them to collaborate and to communicate about outages that may cause alerts to be generated across technologies.

What other resources does the operation center offer?We have a full-service facility offering our customer many opportunities while they visit. We offer a Tele Presence Room that allows you to do video conferencing. We also offer a collaboration demo room where you can check out the latest UC technology. Our training room can be used for technical and other types of training needs.

We support various

technologies, including IPT,

Network, Windows server

products, Exchange,

Citrix, VMware, IBM System I, Linux/Unix, Oracle, etc.

Top 10 States

OHWI

IN

IL

CA

MI

MAGA

Revenue

$0M-$20M

$20M-$50M$50M-

$100M

$100M-$500M

$500M-$1B

$1B+

What can we do for your organization?

Contact Logicalis to learn how we can help. Visit www.us.logicalis.com/ms Call 866.456.4422

Take a break from everyday IT concerns. When you’re with Logicalis, our all-inclusive service allows you to relax in a worry-free IT environment.

© 2013 Logicalis, Inc. Logicalis is a trademark of Logicalis, Inc. All other trademarks and registered trademarks are the property of the respective owners. 5/13

The Logicalis Operations Center ExperienceThis is where we manage and deliver IT and have everything in place to put IT to work for you. We give you technology process, and—most important—experienced people. This fact sheet is designed to address questions you might have regarding our facilities and services. If you need any additional information that is not provided in this overview, please contact your Logicalis Account Executive.

Year Operation Center Established: 1999

Operation Center Locations: Cincinnati, OH, and Auburn Hills, MI

Cloud Data Center Locations: Ohio and Arizona

Services Provided:�� Remote Infrastructure Monitoring and Management�� Cloud—IaaS, DRaaS�� Service Desk

Average Monthly Ticket Stats: Help Desk Incidents—45,800

Infrastructure Management:�� Incidents—30,000�� Configuration items—15,300�� Yearly SLA compliance—99.88%

About LogicalisLogicalis is an international IT solutions and managed services provider with a breadth of knowledge and expertise in communications and collaboration; data center and cloud services; and managed services.

Logicalis employs nearly 3,500 people worldwide, including highly trained service specialists who design, specify, deploy and manage complex ICT infrastructures to meet the needs of almost 6,000 corporate and public sector customers. To achieve this, Logicalis maintains strong partnerships with technology leaders such as Cisco, HP, IBM, CA Technologies, NetApp, Microsoft, VMware and ServiceNow.

The Logicalis Group has annualized revenues of more than $1.4 billion, from operations in Europe, North America, South America and Asia Pacific, and is fast establishing itself as one of the leading IT and Communications solution integrators, specializing in the areas of advanced technologies and services. The Logicalis Group is a division of Datatec Limited, listed on the Johannesburg and London AIM Stock Exchanges, with revenues of more than $5 billion.

For more information, visit www.us.logicalis.com.