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Sirius Maintenance ServicesOverview

Date

Sirius Maintenance Services SpecialistSirius Computer Solutions

www.siriuscom.com April 18, 2023 2

Sirius Maintenance ServicesDecrease time & money spent on maintaining IT hardware & software Cost of downtime by

percentage:

Sirius Maintenance Services help you save money, decrease risk by minimizing the amount of time and money spent maintaining technology equipment and software licenses.

What you see on the surface isn’t

always the complete picture – The importance of

maintenance & support

79%

21%People & Process Errors

Sirius Maintenance Services offers: – Single point of contact– A single, secure online

repository– Assurance that all

equipment intended to be covered by maintenance is accurate and up-to-date.

– Flexibility to add, change and remove equipment efficiently.

– Powered by our proprietary, award- winning SMART (Sirius Maintenance and renewal tracking) portal, our Sirius Maintenance Services Solutions provide our clients the ability to reduce, reduce risk, and reduced critical downtime.

– Hardware is more resilient than ever before – however – unplanned downtime has increased by 50% in the past five years.

– Standard hardware maintenance services will address 21% of failures.

– Only proactive services can begin to address the other 79%

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Sirius Industry Recognition

Cisco• Cisco Gold Partner• Master Managed Services Partner• Master Security Partner• Master Unified Communications Partner • 2013 Cisco Geographical Region Award

for Architectural Excellence – Data Center • Dedicated Smartnet Totalcare Support

team, both Sales and Engineers, providing unique implementation and deployment solutions

Industry Recognition• 2014 Top 50 on CRN Solution Provider

500 list• 2014 CRN Managed Service Provider

Elite 150 on Managed Service Provider 500 list

• 2013 & 2012 CRN Tech 250• 2013 CRN Fast Growth 100 list• Sirius executive Marjorie Wermuth

featured on CRN Women in the Channel

CommVault• CommVault Platinum Partner

Dell• Dell PartnerDirect Premier Partner

EMC• EMC Signature Solution Provider• Fastest partner to achieve Signature

status

Hitachi• Hitachi TrueNorth Platinum Partner

HP• HP Platinum Partner – Converged

Infrastructure• HP Specialist Partner:

⁻ Virtualization Elite⁻ Enterprise Storage Elite⁻ Networking Elite⁻ HP HPSS Preferred Partner⁻ HP Partner in Excellence Award for Tech

Svcs

NetApp• NetApp Star Partner• FlexPod Premier Partner• Top 5 National Partner• Top 5 Healthcare Partner• Top 5 SLED Partner

Red Hat• Red Hat Premier Business Partner• 2013 Red Hat Commercial Partner of the

Year

VMware• VMware Premier Solutions Provider

IBMBeacon Awards• 2015 IBM Beacon Award WINNER in

the category of Outstanding Technical Support Services

• Inaugural IBM Beacon Laureate Award Winner: Overall Technical Vitality (2012–2016)

• First Partner to achieve IBM TSS Sales Leadership Initiative

• 13 IBM TSS Level One and Two Certifications

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Maintenance Services – What Does It Mean?

Sirius’ maintenance practice focuses on:•Hardware and software contract management •Warranty and maintenance coverage management•Inventory and service level management•Software license contract management

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Client’s Common Issues & Concerns

Resulting Problems: Equipment has fallen off

warranty Paying maintenance on

equipment that has been taken out of productive use

Contractual coverage doesn’t match perceived coverage

Client’s aren’t taking advantage of the most cost effective agreements to maintain installed equipment

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Our Focused Approach

•People - Sirius has a dedicated staff to support our clients that understand all aspects of maintenance needs.

•Process - Sirius has a proven process for tracking installed equipment, warranty exits and existing contract expirations.

•Technology – Our proprietary Online Portal, SMART (Sirius maintenance and renewal tracking) is truly unique in the industry.

People

Process

Sirius Maintena

nce Mgmt

Technology

Do You Know What’s Included in Your Base Warranty?

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Or more importantly – what’s not? Base Hardware warranty: Is your equipment being covered 7x24 Onsite? Most manufacturers are providing warranty at 9x5 next business day response. Is that adequate?

Software Support: Is software included in your new solution? If yes – Is support available 7x24? Is it live support – or up to a four hour call back? Are you connected with live technical resources who know your account?

“How do I” Questions: For new storage and x86 based solutions; are product usage questions covered in your base support?

Proactive/Enhanced Problem Resolution: What is your hourly cost to the business for unplanned downtime? Are you aware of the Proactive/Enhanced Services available to help reduce downtime and unplanned outages?

Don’t be Stranded Needing Help

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Sirius’s CAM Solution provides:

A single point of contact to reduce the time and resources spent working with separate maintenance contracts for hardware and software across an enterprise.

A single repository to view all equipment covered by maintenance.

Assurance that all equipment intended to be covered by maintenance is accurate and up-to-date.

Flexibility to add, change and remove equipment efficiently.

A proven methodology that improves productivity and increases efficiency – all while reducing costs.

Change the Conversation – Resilient Infrastructures

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You can be assured that IBM delivers all the essential characteristics of a trusted business resilience vendor.

Hardware support Software

support Remote support Web self-

service

Integrated hardware and software support

Preventative hardware and software support

System monitoring and automated services

Integrated infrastructure availability management

Single point of accountability

Adaptive service levels

Multi-vendor support

Contract and inventory management

Customized support

Support

Enhanced Support

Managed Support

Start with foundational hardware and software support

Add preventive support and monitoring

Move to single-vendor support as/when needed

IBM provides a continuum of support services to match an organization’s specialized needs.

IBM SW and HW Call Flow: Base Vs. Enhanced

Various IBM Support,

Development and Consulting

Teams

1-800-IBM-SERV

Software Specialists

2 Hours Prime/4 Hours Off Resolve Reroute Engage other Support organizations

Hardware Specialists

2 Hours Prime/4 Hours Off Resolve Reroute Engage other Support organizations

Customer Calls

into VRU

Software

HardwareCustomer

Callsinto VRU

1-800-IBM-SERV

Entitlement Customer data collection Problem Routing

Call Back by Support Specialists *

Admin Call Routing

Base Support (SWMA, Supportline, SvcPac, Warranty, HWMA)

Enhanced Support (AA, ETS and CTS)

Customer Calls

into VRU

Software & Hardware

1-800-IBM-SERV and enters

unique DAC

Priority Support Team Potential for Live call or 30 min max hold time

Single Point of Entry for reporting all HW/SW issues related to products associated with eligible machines and that have valid IBM support contracts

Initial problem determination by technical specialist already familiar with client environment

Direct resolution whenever possible

Continued ownership of issues related to eligible OS & Storage products + management / coordination of additional specialists who provide assistance

Regular Status Updates

Routing of non-eligible issues to appropriate specialist support teams + escalation path as needed

Hardware Specialists

Software Specialists

Various IBM Support,

Development and Consulting

Teams

* All products except IBM i

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Sirius Maintenance Solution OfferingsKey Offerings

Sirius provides core services to help our customers maintain their technology investments.

Managed Hardware Maintenance

Managed Software Maintenance

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Sirius Industry Recognition

Cisco• Cisco Gold Partner• Master Managed Services Partner• Master Security Partner• Master Unified Communications Partner • 2013 Cisco Geographical Region Award

for Architectural Excellence – Data Center • Dedicated Smartnet Totalcare Support

team, both Sales and Engineers, providing unique implementation and deployment solutions

Industry Recognition• 2014 Top 50 on CRN Solution Provider

500 list• 2014 CRN Managed Service Provider

Elite 150 on Managed Service Provider 500 list

• 2013 & 2012 CRN Tech 250• 2013 CRN Fast Growth 100 list• Sirius executive Marjorie Wermuth

featured on CRN Women in the Channel

CommVault• CommVault Platinum Partner

Dell• Dell PartnerDirect Premier Partner

EMC• EMC Signature Solution Provider• Fastest partner to achieve Signature

status

Hitachi• Hitachi TrueNorth Platinum Partner

HP• HP Platinum Partner – Converged

Infrastructure• HP Specialist Partner:

⁻ Virtualization Elite⁻ Enterprise Storage Elite⁻ Networking Elite⁻ HP HPSS Preferred Partner⁻ HP Partner in Excellence Award for Tech

Svcs

NetApp• NetApp Star Partner• FlexPod Premier Partner• Top 5 National Partner• Top 5 Healthcare Partner• Top 5 SLED Partner

Red Hat• Red Hat Premier Business Partner• 2013 Red Hat Commercial Partner of the

Year

VMware• VMware Premier Solutions Provider

IBMBeacon Awards• 2015 IBM Beacon Award WINNER in

the category of Outstanding Technical Support Services

• Inaugural IBM Beacon Laureate Award Winner: Overall Technical Vitality (2012–2016)

• First Partner to achieve IBM TSS Sales Leadership Initiative

• 13 IBM TSS Level One and Two Certifications

SMART Online Management Portal

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•Sirius’ SMART Portal is designed to help organizations better manage hardware and software inventory, and agreements

•SMART provides access to key machine and contract information from any web-browser

•Secure login with User ID and password

Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their installed base, service contracts, and product alerts.

Smart Net Total CareCustomer Needs SNTC Value

Accurate view of IB and Contracts

Actionable Reports

Contract Consolidation

Entitlement Confidence

Contract Renewal Ease

Timely RMA Assurance

Device Life Cycle Data

Device Specific Alert Notification

• “I want to identify my serial numbers and map to contracts.”

• “Doing this manually is costing me time and money.”

• “I want my records to be accurate and up to date.”

• “I want to simplify my service renewal process.”

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Smart Net Total Care Customers

Validated data about customers installed base, viewable on web portal

Easy access to contract status to verify proper service levels

Faster problem solving and improved network uptime

Proactive Support for Cisco Networking equipment

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Thank You

Date

Sirius Maintenance SpecialistSirius Computer Solutions