Critical IT Support Presentationfor

New Customer

Traditional IT Support Model (10 years ago)

OEM

TPM

OEM (Higher Cost)• Better Trained

Engineers• Local Parts Logistics• Access to Backline

Resources• Lower Risk of Downtime• Overall Better Support

Experience

TPM (Lower Cost)• Poorly Trained

Engineers• Inferior Parts Logistics• No Real Escalation Path• Higher Risk of Downtime• Poor Support

Experience

Over the Past 10 Years

TPM OEMLevel Playing Field

• OEM pressured to cut cost internally• Outsourced their call centers to TWC • Outsourced their parts logistics• No local parts• Laid off most expensive and experienced engineers• Account to engineer ratio sky rocketed • Resulted in Missed SLA’s• Increased down time• Decreased customer satisfaction

IT Support Model Today

TPM OEM

SD

OEM PRIME

“If another service provider offered us a lower cost solution, which they have, we owe it to our shareholders to consider it. However, we already know if a decision were made to move away from SD support, we would be facing mutiny from our entire IT staff.”

- Tim Pilson Southwest Airlines

“I was dead set against trying another vendor, however I was lucky that my manager pushed me into contacting references. Source Direct’s references convinced me to give them a try. I’ve worked in IT for over 37 years, 21 years at DuPont and 16 years at Christiana Care. I’ve seen TPM’s under bid and win contracts, but their service was always terrible. SD’s bid was competitive and their service is outstanding. I’ve told my manager that he would have a fight on his hands to get me to go back to the OEM!”

- Tom Tobin, IT ManagerChristiana Care Health System

“VERY POSITIVE. Meet all commitments and expectations. Responsive to SLA's better than requirements. NO missed calls or issues with parts availabilities. Internal Admin Tech Staff have great respect for SD and Techs. How do they compare with the OEM? 10X … better than the OEM’s in every way!”

- Larry Miller, Americas Region Manager, ST Microelectronics

People - Engineers

• We only hire the best OEM field engineers with an average of 20 year experience

• 6th Sense of troubleshooting complex issues.• We assigned an entire support team of HW/SW/System

Administrators/Product Specialists• We support all major OEM products (HP, Dell, Sun/Oracle, IBM/Cisco,

EMC, etc.)• Hand-picked engineers that have customer service in their DNA inspired

by HP

Parts

• We stock 100% local parts to your environment • Pretested, Authorized OEM parts• We match firmware and revision levels to your current configuration• Firmware access is a non-issue with SD

Process

• Engineers are empowered to do whatever it takes• Engineers are lightly loaded – become proactive• Assigned support team becomes intimately familiar with your environment

and staff’s skill set• All hands on deck escalation process

• Highly Customized, End-to-End, Content Management Software• Ticketing System• Phone Home Capability• Access to open tickets company-wide• Service call history• Add/remove equipment mid-term• Modified SLAs• Sort equipment by location, type, contract• Search via serial number, host name, keyword• ITAM- IT Asset Management• True budget forecasting

ESP (Enterprise Service Portal)

Managed Services

• Managed Backup Services• Disaster Recovery• Sys Admin Services/Outsourcing Solutions • SA/CE Days • Data Center Relocations• Data Center Cleaning Services

Enterprise Product Sales

• Enterprise Solution Team – Vendor Agnostic• Purchasing Power – Lower Cost• 20,000 sq. ft. Staging and Integration Facility• Turn Key Solutions• Source Direct Warranty

Proposal Presentation

• Personalized demo of our entire ESP system with your equipment that includes ITAM

• All of SD’s appropriate internal technical resources will be available for Q&A

• Invite your impact players

Online Quote Packet

• Terms and conditions tab• Ability to change SLAs• Customized pricing options – user enabled• Assigned support team bios• Acceptance tab• Typically, we’re able to save our clients between 40%-60%

Equipment List

• Any format is acceptable• You can modify the list once it’s online • OEM, Part Number, Quantity, Serial Number, Location, SLA• SD will provide scripts to gather more detail if needed• Executed non-disclosure provided

Next Steps – Discussion