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Managed IT Operations with Three Service Levels | Complete Lifecycle Services | www.snt-world.com

Explore our Managed Desktop Services offering three service levels - Gold, Silver, and Bronze, with standardized hardware and software procurement, installation support, service help desk, and more. We take responsibility for your product throughout its lifecycle, offering uniform standards and operational management. Our services include hardware servicing, software support, dismantling/disposal, and overall lifecycle responsibility. Get standardized client configurations, measurable service level agreements, and asset replacement with new upgrades without cost increases.

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Managed IT Operations with Three Service Levels | Complete Lifecycle Services | www.snt-world.com

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  1. Managed IT Operations Basis Managed Desktop Services www.snt-world.com 1

  2. Three Service Levels (Gold – Silver – Bronze) Uniform Standards (Hardware & Software) Procurement / Provision / Leasing Standard Hardware (Desktop / Laptop) Basis Software Products (Operating system and max. 8 applications) Lifecycle Services / Operational Management Installation and Start Up Support / Service Help Desk On-site Hardware Servicing (field service) Remote Software Support (software distribution) Dismantling/Disposal MDS-Lifecycle Overall Responsibility 2

  3. We don‘t just supply the product, but also take • responsibility for it throughout its entire life cycle. • Standardized Client Configurations • Measurable Service Level Agreements • Documentation of Installed Assets Replacement with upgrade to new standard without increase in the monthly cost base 3

  4. Service Levels Overview of Solutions Bronze • 8:00–17:00 • – Silver • 6:00–20:00 • – Gold 6:00–20:00 6:00–20:00 Service Time Monday-Friday Saturday Provision Order until Supply “end-to-end“ within 10 days 8 days 6 days • Installation/Start Up Within • Hardware • Software 5 days 2 days 3 days 1 day 2 days 0.5 days • Troubleshooting • (Break down/Fix) • Reaction Time • Recovery < 8 h < 16 h < 4 h < 8 h < 1 h < 6 h 4

  5. Basis Hardware Product Overview of Solutions Desktop HP DC5800 SFF, dual core 218, 2GB, 160GB, no floppy, DVD-RW, Intel GMA 3000, keyboard, scroll mouse, MS Windows downgrade XPP Monitor L1710 17“ LCD-monitor, or L1908W 19“ wide LCD-monitor • Laptop HP 5670 dual core, 15.4“ WXGA, 2GB, 160GB, DVD-RW, Bluetooth 2.0+, Gbit-Ethernet, 802.11a/b/g, basic docking station, MS Windows downgrade XPP Basis Software Product Operating System Microsoft Windows XP Professional • Applications MS Office Prof. 2007; MS Internet Explorer; MS Media Player; WinZip; Acrobat Reader; SAP GUI; Antivirus Client. 5

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