CleverBoxes - IT Support Services

clever boxes

www.cleverboxes.com

Cleverboxes is a support organisation specialising in end to end IT services across the UK and Ireland. All our services are split into 2 key areas, ‘IT Support Services’ and ‘Advanced Technology Services.’ Our services portfolio is designed with our Customers in mind, providing a flexible and efficent service.

Maintenance Cleverboxes currently supports over 9000 live hardware maintenance contracts across the UK & Ireland. We provide multi-vendor hardware support across Server, Comms and PC technologies.

Installation Cleverboxes support engineers are trained and certified by market leading hardware vendors providing a full network installation service, ensuring competency in addressing and diagnosing hardware and software issues across the UK and Ireland.

Service Desk The Cleverboxes Service Desk provides a 24/7, single point of contact for all their Customers. Customers can log all fault calls and place technical queries through the Service Desk in the knowledge that it will be dealt with promptly and efficiently from one of our technical support specialists.

Monitoring Services Cleverboxes delivers a remote network monitoring solution which allows our team of technical experts to monitor our Customers’ networks remotely in a safe and secure environment 24/7. We monitor a wide range of complex networks and quickly alert Customers of potential problems before they have a significant impact on a business.

Pre-Sales Support Pre-Sales offers professional services including a wide range of deliverables from Senior Engineering Consultancy, Network Design, Configurations to Project Management.

IT Disposal Cleverboxes IT Disposal services guarantee that all sensitive or secure items, such as hard drives, are disposed of in accordance with the Government’s WEEE directive.

IT Support Services

Voice & Unified Communications

Cleverboxes have experience that reaches across many vendors, products and technologies which in turn ensures businesses receive independent advice that has their best interests in mind both commercially and technologically.

Security Cleverboxes has a team of security specialists to assist Customers across a broad spectrum of network security. These may include firewalls, VPN access, router & switch security and endpoint security all of which require the same high level of technical expertise and industry knowledge.

Wireless Cleverboxes pride themselves on their wireless LAN security testing and wireless LAN health checks which provide Customers with elements such as penetration testing and performance analysis. These areas coupled with the wireless LAN installation and commissioning services ensure all Cusotmers can be confident that no stone is left unturned when setting up a wireless network.

Server & Desktop Providing support and maintenance across legacy, current and emerging products and technologies which all form a substantial part of Cleverboxes support base today. Wintel through to enterprise such as low end Proliants to high end Sun and storage equipment are all supported and maintained.

Routing & Switching Cleverboxes will assist you in making sure your routing and switching networks remain optimised to support their business objectives. We share our technical knowledge and leading operational practices.

Advanced Technology Services

Supported Vendors

For more information please contact us today:

Tel: +44 (0) 1254 238 749 www.cleverboxes.com0370v1

9090second service overview

WelcomeWelcome to Cleverboxes

Cleverboxes is recognised as one of the leading IT support services providers across the UK, Ireland and mainland Europe. Cleverboxes provides a complete support solution supplying 24/7 maintenance, installation and integration support on a wide range of data systems.

As a support services provider Cleverboxes

understands the importance of Customer

requirements. Equipped with a strong

technical and support team, Cleverboxes

is able to offer a competitive pricing model,

a highly qualified technical team and an

unrivalled level of service. Supporting industry

leading vendors including Cisco, 3Com, Nortel,

Juniper, IBM, HP and Extreme Networks means

Cleverboxes is vendor independent and is

continually investing in training technical teams

to the highest standards.

Cleverboxes are constantly at the forefront of

emerging technologies and offer reputable,

flexible IT support services across areas that

include IP Telephony, Networking & Comms,

Wireless, Managed Services, Installation,

Security, Network Health Checks, IT Disposal

and Repair services. So whatever problems

you experience, you can be sure Cleverboxes

is able to provide a suitable support remedy.

Already established across the UK and Ireland

Cleverboxes have more recently expanded into

mainland Europe with dedicated resources

located across various countries including

Spain and Germany. This European coverage

is providing a service for Customers who

require a dedicated IT support resource but still

wish to retain a single point of contact across

all their IT infrastructure.

( )“The support from Cleverboxes was second to none and we would wholeheartedly recommend them.”

Our commitmentOur commitment to you

At Cleverboxes we are committed to providing our Customers with all the necessary tools to successfully promote their network infrastructure. Benefiting from years of IT support experience and most importantly listening to the needs of the client, Cleverboxes are ideally positioned to assist all types of Customers regardless the technology platform.

Even Customers that provide their own IT

support services often need to call upon

support companies such as Cleverboxes from

time to time to use their specialist technical

skills, geographic coverage, short response

times and spares resource.

Cleverboxes takes great pride in assisting

their Customers and will go to great lengths

in providing all the areas of support you

would come to expect from a leading network

services provider.

To completely understand our Customers’

support requirements, Cleverboxes work

closely with them to fully understand what they

are trying to achieve. Due to our flexible and

responsive approach Cleverboxes are able to

listen to the needs of our Customers and tailor

a solution in a quick and efficient manner.

Building long term relationships with our

Customers is very important to Cleverboxes

as it gives them time to maximise the potential

opportunity for both parties. More importantly,

it allows the chance to utilise the vast technical

knowledge and expertise that is constantly

available once they become a valued

Cleverboxes Customer.

( )“Downtime is critical to our business and that is why our infrastructure support is in the experienced and trusted hands of Cleverboxes.”

Technical assuranceTechnical assurance

With an extensive number of experienced engineers all trained in maintaining and installing a wide range of networking equipment, Cleverboxes’s Customers can be assured of receiving the support required to meet their continuously evolving demands.

As a network services provider, Cleverboxes

provides support across a wide range

of vertical markets from finance, legal,

construction, retail, government and leisure.

Focused totally on the Customer Cleverboxes

are able to deliver the latest resource, skills,

insight and innovation to Customers whatever

their business.

Working closely with our Customers enables

Cleverboxes to specifically cater for their IT

support requirements. Industry accreditations

and a competitive pricing model allow us to

deliver enhanced support services without

compromising on quality whilst providing our

Customers with a single point of contact.

Certified engineers

All Cleverboxes engineers are periodically

provided with training on all the leading

vendors’ products. Cleverboxes’s network

of engineers are made up of Field Engineers,

Network Engineers and Senior Consultants

offering a wide range of skill sets to cater for a

number of scenarios from a simple router install

to a complex multi-site network audit.

Working around the clock

No matter which technology, vendor or location

the Cleverboxes Service Desk is always ready

to process Customers requests. This single

point of contact approach provides you with

a simple and efficient method of logging your

call or email, making sure that all issues are

resolved in a prompt and professional manner.

Equipment spares

Another fundamental element in the successful

implementation of a support contract has to be

a dedicated spares resource. In order to meet

stringent SLAs, Cleverboxes has access to a

comprehensive network of spares warehouses

so field engineers have the ability to respond

quickly and effectively to any fault call or

incident.

Location, location, location

The footprint of Cleverboxes’s engineers

spans an area that includes the UK, Ireland

and parts of mainland Europe. This is one

of the main reasons why Cleverboxes is

able to accommodate very short SLAs and

is recognised as the premier choice support

company. Most IT support companies cannot

provide the levels of geographic coverage

that Cleverboxes can and that is why more

and more of them are looking towards trusted,

reliable and experienced support providers

such as Cleverboxes.

Manchester to MilanManchester to Milan

As businesses become increasingly global, we see new technologies playing a major factor in making the world a smaller place. The demands to provide network support across these technologies, not only on a national level, but across many continents, are becoming ever more present. This is why Cleverboxes has installed a network of dedicated technical resources across UK, Ireland and mainland Europe.

The support infrastructure put in place

across Europe by Cleverboxes has opened

up new opportunities. As long as a support

requirement is within Europe, we can now

provide pricing on maintenance, installation

and other bespoke engineering projects, with

the back office support still being provided by

the Cleverboxes Service Desk back in our HQ.

A Service Delivery Manager provides a single

point of contact monitoring compliance with

the Service Level Agreement (SLA). Through

Cleverboxes’s Service Desk contracts can be

managed, incidents raised and technical advice

given irrespective of the location within Europe.

Cleverboxes is able to scale their business

very quickly in response to any demands from

their Customers. This approach has enabled

Cleverboxes to forge long lasting relationships,

increase Customer retention and provide

dedicated resource. The high level of support

Cleverboxes can provide across Europe

has resulted in discussions on addressing

opportunities further afield in areas that include

North America, Asia and Australia.

SupportSupport infrastructure

Another major addition to the Cleverboxes service portfolio is the ability to provide European cover for all our Customers. Coupled with our UK, Ireland and mainland Europe coverage Cleverboxes now have one of the most extensive IT support packages available.

As companies are working in a WAN

environment across geographic borders with

regional offices, European support is becoming

more and more relevant and it is important that

we can support these requirements.

This move from Cleverboxes illustrates our

continuous development of the services we

provide and is just one area where we have

acted on Customer demands.

“Cleverboxes worked closely with us to understand our problem and provided us with a solution that immediately addressed our needs.”

Why partnerWhy partner with Cleverboxes?

Through partnering with Cleverboxes you can be assured that you will be receiving the very best in IT support services. As a network services provider Cleverboxes are committed on working with you and realise the value of that relationship.

With the investment in a purpose built Network

Operations Centre, Cleverboxes are able to

provide a 24/7 Service Desk facility to all our

Customers. From here we can proactively

monitor networks in real-time, provide technical

assistance, process fault calls and provide

a ‘single point of contact’ for all our service

contracts.

As well as the UK and Ireland Cleverboxes also

provide the same high levels of support across

mainland Europe. This is once again evidence

of how Cleverboxes has reacted positively to

the needs of Customers who require multi-

vendor support services across multi-site

locations throughout Europe.

We have built our business around the needs

of our Customers, constantly reviewing our

service portfolio and ensuring we continue to

meet and exceed the requirements outlined by

the Customer.

It is no coincidence that a major factor in

Cleverboxes’s success has been the support

received from all our Customers. We

understand the importance of this support

and work very hard in maintaining Customer

confidence, loyalty and satisfaction and

believe this is why Cleverboxes is continuing

to become the number one choice for

organisations when looking to outsource their

IT support services.

Contact us today to find out how Cleverboxes can add real value to your business.

Tel: +44 (0) 1254 238 749Email: [email protected]

Cleverboxes & Cisco support services overview

Cisco SMARTnet

Support contractsAre offered with engineering resource as an optional extra:

Cover options - 8 hours per day, 5 days per week, next business day - 8 hours per day, 5 days per week, 4 hour response - 24 hours per day, 7 days per week, 4 hours response

CCOAccess to Cisco connection online web information service

Consulting tools, product news, updates and technical details

TAC access24 hours per day for complex technical issues

IOS software updatesAutomatic updates on all minor and major IOS releases online

Cleverboxes support

Cleverboxes support contracts include: - Guaranteed fix times - Onsite troubleshooting services for complex network software issues - Access to C.C.I.E’s - Performance guarantees - S.L.A’s - Cleverboxes all logistics - Cleverboxes assign dedicated account manager

Cleverboxes additional options: - Flexible cover options - TAC access (via shared support) - CCO - IOS software updates

- Cleverboxes to handle any network changes - Maintenance of other vendor’s equipment - Cisco approved support process - Regular customer satisfactionsurveys - Customer review process

Same as Cisco SMARTnet with the addition of the following:

For more information call +44 (0) 1254 238 749 www.cleverboxes.com0370v1

Level 1Entry level grade for junior engineers.Working to CCNA/MCDST/A+ with field experience.Can handle basic fault finding hardware/software.

Engineer levels

Level 2CCNA/MCSA qualified with field experience and at least 2 years field experience.Can handle fault finding on a wider range of equipment, installation and configuration of OS.Dell DSP.

Level 3CCNP/MCITP, MCSE qualified with at least 2 years field experience, complex fault finding, basic system design.Dell DSP.

Level 4At least CCNP/MCITP, MCSE level with over 4 years field experience, project management, complex fault finding, complex system, 3rd line. Broad skill set.Leadership skills.IBM System X Certified.

Level 5CCNP, CCVP, CCSP, CCIP/MCITP, MCSE Consultant Level with 6+ years field experience. As above plus Team Leader, Pre Sales. Area of specialisation. Prepare and implement training.HP Blade Centre ASE. VMware VCP. Citrix CCA.

Level 6CCIE Voice, Security and Routing/Switching qualified.As above plus Team Leader, Pre Sales. Area ofspecialisation. Prepare and implement training.

Vendors supported


Engineer locations

Location Description Total

Comms Engineer 45

Cross discipline Engineer 22

Desktop Engineer 14

Senior Engineer 9

Engineering description> Comms Engineer = CCNA - CCNP level engineers> Desktop Engineer = MCDST or other Desktop / Server certification> Cross Discipline Engineer = Comms Engineer + Desktop Engineer> Engineering spread correct at date of publication


Supported vendors & software overview

Cleverboxes is regarded as one of the leading server support organisations in the UK and Ireland. Supporting servers across a wide range of vendors including HP, Sun, IBM, Dell and Fujitsu Siemens to name but a few, Cleverboxes has the infrastructure and expertise to assist their customers quickly and efficiently regardless of the SLA or network location.

HP Sun Microsoft IBM Other

SAN Storage Servers Solaris Windows Server AIX (PVS) CITRIX

HP-UX Veritas XP/Vista Desktop H/W break-fix across current & legacy

range

Oracle

Open VMS Veritas Cluster NT Server SCO Unix

Tru64 UNIXH/W break-fix across

current & legacy range

SQL Red Hat Linux

H/W break-fix across current & legacy

rangeOffice SGI IRIX

SPS/CMS/MOSS

BizTalk

The Cleverboxes Enterprise Server Support service provides you with:> Increased network availability through reduced response times

> Multi-vendor technical expertise

> UK and Ireland coverage

> Dedicated 24/7 Service Desk

> Comprehensive Spares facilities

> Onsite Fix, Response and Advanced Replacement cover options

> Software Telephone Advice and Guidance (TAG) service

> Cost effective service excellence

Enterprise Server Support

Our main differentiator is our ability to offer an alternative,

cost effective solution to the vendors support services.

In order to compete successfully, two things have to be

achieved; deliver an improved service and deliver it more

cost effectively. Cleverboxes’s customers bear witness to

this achievement and this has been possible due to the

successful implementation of ITIL across Service Support

and Service Delivery and a clear view on the incident

lifecycle, not just focusing on the equipment but on

process, business pressure and individuals. Cleverboxes

server support solutions also include a 4hr fix option which

customers can upgrade to where networks are mission

critical.

Hardware & software support Our nationwide team of field based server support

specialists are fully trained to deliver around the clock

onsite hardware support. If a fault cannot be resolved

remotely and the incident requires a site visit a member of

our support team with the backing of our extensive spares

and logistics infrastructure will resolve any incident quickly

and efficiently with the minimal disruption to a business.

Cleverboxes provides technical advice and assistance

across the midrange Operating System (OS) environment.

Our proficiency in software support ensures our customers

have access to our telephone advice and guidance service,

allowing access to OS software support across all the

leading vendors.

Advanced Technology Services delivered by Cleverboxes

Service deliveryCleverboxes’s multi-vendor services team provides a wide

range of support services through a scaleable business

model that delivers real value to the customer. Our aim is to

deliver cost effective support services in a professional and

timely manner. We provide technical advice and assistance

across both server hardware and software enviroments via

our 24/7 Service Desk, providing you with a single point of

contact which in turn helps you maximise your operational

efficiency by reducing time consuming administration.

Our wide range of flexible Service Level Agreements

ensures we can customise and mould our service solutions

to the needs of your business. We will work closely

with you to identify and prioritise the critical support

requirements of your server infrastructure. From this

information we can formulate the most suitable range of

service levels and service solution then contain them under

a single support contract, reducing your overhead and

downtime whilst increasing your business productivity.

As networks are continuously evolving with the needs of a

business we provide a Service Management facility which

periodically reviews those changes through customer

review meetings and continuous improvement plans, in

doing so it ensures that the support services remain in

step with the customers business while capturing all levels

of business driven change ensuring that the customer

remains in control of their network.

Remote Monitoring With networks demanding 24/7 availability, increased

pressure from customers is being put on service providers

to deliver a dedicated technical support team that remotely

monitors servers in a real time environment.

From our Network Operations Centre Cleverboxes monitors

a wide range of complex networks across the UK, Ireland

and mainland Europe and quickly alerts customers of

potential problems before they have a significant impact on

a business. Remote monitoring can save businesses from

the time, inconvenience and costs of a call out.

You are in safe handsTo ensure complete ‘peace of mind’ with all our customers

we adhere to industry leading quality procedures. This

stringent approach and service excellence has resulted in

Cleverboxes being awarded with some leading industry

accreditations.

UK Head officeUnit C, Falcon Court, Petre Road, Clayton Le Moors, Lancashire, BB5 5JD

T: +44 (0) 1254 238 749E: [email protected]

www.cleverboxes.com0370v1

European network maintenance servicesCleverboxes is fast becoming recognised as one of the leading IT support service providers across the UK, Ireland and mainland Europe. Cleverboxes’s technology portfolio includes WAN, LAN, Security and IP Telephony incorporating all the leading network vendors including Cisco, 3Com, Nortel, Juniper, IBM, HP and Extreme Networks.

All Cleverboxes’s support services are delivered through a single-point-of-contact utilising the comprehensive range of skills and resources within our dedicated 24/7 technical assistance centre based at Cleverboxes’s Head Quarters in the UK.

Services include:

> UK, Ireland and mainland Europe coverage

> A single point of contact for all related incidents

> Guaranteed responses and fixes within defined service level agreement

> Access to 48 spares locations

> Extensive spares resource

> A vast network of skilled and accredited field based engineers backed up by specialist consultants

> 24/7 Service desk and call logging facility

> Service delivery management

> Remote and onsite trouble shooting services

Cleverboxes has invested heavily in the training and accreditation of it’s engineers and consultants and has the ability to support the following vendors:

> Cisco

> Nortel

> 3Com

> Allied Telesyn

> Cabletron

> Watchguard

> Extreme

> Nokia

> HP

> IBM

> Axis

> Dell

> Baystack

> Draytek

> Gandelf

> Check Point

> Zyxel

> Planet

> Perle

> Newbridge

> Netgear

> Lucent

> Juniper

> Chase

Cleverboxes is committed to delivering the highest standards in support services. Providing your customers with unrivalled levels of service and support in order to minimise downtime and increase both user and overall operational efficiency.



www.cleverboxes.com

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For more information call +44 (0) 1254 238 749 www.cleverboxes.com

Cleverboxes IT disposal servicesIn a world of increased waste and environmental legislation the disposal and recycling of PC components, IT hardware and all types of redundant computer equipment has put growing pressure on companies to dispose of IT equipment in an environmentally friendly way.

In response to this Cleverboxes have introduced Cleverboxes IT disposal services - a disposal and recycling service designed to remove all of your redundant laptops, monitors, desktops, servers, storage units, telephone systems and all other types of networking equipment. The service ensures that all disposals are done in a safe, secure and environmentally sensitive way.

Don’t be caught outWith the Waste Electrical and Electronic Equipment (WEEE) directive coming into force along with the data protection act of 2000, sensitive information and computers must be disposed of in a secure manner. Failure to comply with these regulations could result in the following:

> Minimum £5,000 fine per prosecution; Maximum unlimited

> Possible ban from company directorship

> Civil action from the data subject

> Costs claimed against your company

> Possible forced closure of business by the Commissioners office

Cleverboxes IT disposal services guarantees that all sensitive or secure items such as hard drives are disposed of on site in front of the customer, with certificates issued as proof of elimination so you can be confident that all items leaving your site have been dealt with following the right procedures. Cleverboxes has also partnered with registered IT distribution charities in developing countries; this will allow communities in these areas to benefit from reusable IT equipment.

Benefits of using Cleverboxes IT disposal servicesArranging the disposal of redundant IT equipment can prove to be a logistical strain for a lot of companies so an outsourcing solution such as Cleverboxes IT disposal services can prove very beneficial for a number of reasons;

> Large quantities of IT equipment are removed free of charge

> Complete peace of mind that all data is shredded on-site

> Certificate of destruction issued

> Security sacks and ties delivered free of charge

> Large or small quantities accepted

> Lockable secure cabinets

> Quick and efficient service

> All recyclable material is distributed accordingly

What will it cost?Cleverboxes IT disposal services provides users with a flexible option to the removal of redundant IT equipment. If your requirement is for the removal of a significant amount of items we more than often provide this service free of charge, with smaller quantities of IT equipment removed at very competitive prices. Each project is evaluated at the time so please contact one of our representatives today to find out how we can assist you.

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Advantages of the Cleverboxes Managed ServiceWhy choose Cleverboxes for your Service Desk & 24/7 Help Desk?

With many years experience in successfully delivering IT systems support, Cleverboxes work closely with our customers to develop and manage a service that aims to drive down costs, improveoperational efficiency and increase your bottom line. Through regular monthly meetings with yourdedicated Account Manager and Service Delivery Manager, we can ensure the agreed levels of serviceare consistently achieved and maintained through the duration of your support contract.

Support you can trustModern working practises, new technologies and an

increasing number of users operating in a mobile,

dynamic environment increases the pressure on an IT

department, its resources, skills and knowledge.

This is where a Managed Service 24/7 Help Desk can

assist you. Managing elements of your IT infrastructure

through the Cleverboxes proposition, enables your IT

department to remain focussed on strategic objectives

and new projects, safe in the knowledge that time and

resource-intensive tasks are cared for by a trusted IT

support partner such as Cleverboxes.

The Cleverboxes Managed Service & 24/7 Service DeskUK Technical Help Desk

> Your own dedicated technical support number

> Extended hours or full 24/7/365 models

> All calls answered in the UK by trained, accredited

analysts

> Ability to log an unlimited number of incidents

> Access to all hardware/software vendors at premier

level

> Adaptive incident logging system

Proactive Remote Management

> Extended hours or full 24/7/365 models

> Full management of alerts and thresholds

> Production of availability reports

> Hardware and software baseline control

> Trend analysis reports

> License compliance, alerting and reporting

What are some of the benefits of the Cleverboxes Service?

> Increase your services portfolio

> Minimum lead time to set up

> Minimum start-up costs

> Scaleable solutions

> Measured Service Levels

Recommended OptionsProblem Management

Our teams will conduct root cause analysis to develop a

long term fix for the problem

Capacity Planning

We provide standard reports for all monitored devices

showing capacity changes over time, or we can take

the reports generated and use customer information to

interpret the reports and recommend changes that would

improve your systems.

Change, Configuration and Release Management

We can help control the infrastructure and operating

environment by managing how and when changes are

made.

Patch Management

Each month we will assess the monitored infrastructure

and provide a report of deficient patch levels.

Additionally, we can create and effect the rollout plan

necessary to deploy agreed, required, changes.

Network maintenance servicesCleverboxes is fast becoming recognised as one of the leading IT support service providers across the UK and Ireland. Cleverboxes’s technology portfolio includes WAN, LAN, Security and IP Telephony incorporating all the leading network vendors including Cisco, 3Com, Nortel, Juniper, IBM, HP and Extreme Networks.

All Cleverboxes’s support services are delivered through a single-point-of-contact utilising the comprehensive range of skills and resources within dedicated 24/7 technical assistance centre based at Cleverboxes’s Headquarters.

Services include:

> UK & Ireland coverage

> A single point of contact for all related incidents

> Guaranteed responses and fixes within defined service level agreement

> Extensive spares resource

> A vast network of skilled and accredited field based engineers backed up by specialist consultants

> 24/7 Service Desk and call logging facility

> Service delivery management

> Remote and onsite trouble shooting services

Cleverboxes has invested heavily in the training and accreditation of it’s engineers and consultants and has the ability to support the following vendors:

> Cisco

> Nortel

> 3Com

> Allied Telesyn

> Cabletron

> Watchguard

> Extreme

> Nokia

> Dell

> HP

> IBM

> Axis

> Baystack

> Draytek

> Gandelf

> Check Point

> Zyxel

> Planet

> Perle

> Newbridge

> Netgear

> Lucent

> Juniper

> Chase

Cleverboxes is committed to deliveringthe highest standards in support services by providing you with unrivalled levels of service and support in order to minimise downtime and increase operational efficiency.

Offices and spares locations

Key

Offices

Spares Storage

Facilities



www.cleverboxes.com

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Network WAN optimisation testingfrom CleverboxesAs businesses search for more efficient and cost effective technology solutions to meet theirstrategic objectives there is increased pressure on IT departments to optimise their existinginfrastructure. This has resulted in an increasing trend of organisations adopting a moreholistic approach to their communications needs through installing a single IP based unifiednetwork.

The demand for always on connectivity acrossmobile, data, voice and video applications is oneof the main reasons why network optimisation istaking on more importance in today’s convergedenvironment.

Before any IT infrastructure can be modified,expanded or moved it is essential that diagnosistests are carried out to identify the currentefficiency and performance of the network.

Everything you need

In order to remain profitable in a highly competitivemarket Cleverboxes looks to provide new services that they can offer to Customers. Before these services can be adopted it is often essential that network performance tests are undertaken. Cleverboxes are able to offer a complete field testing solution that combines all the apparent interfaces and technologies from SDH and PDH testing to ATM and IP, GSMLeased Line, X21 and E1 testing and UMTS testing.

All our testing equipment allows us to analyse both signals out and back at the same time, acrossall interfaces. This process highlights any issuesquicker and more efficiently, reducing networkdowntime and disruption.

Optimising your network infrastructure

Because Cleverboxes have invested in the latest testing equipment, all of our field support professionals are fully equipped to deal with a wide and diverse range of network technologies and protocols. This saves valuable time, resource and costs when it comes to testing connectivity, performance measurement, monitoring and load testing.

Cleverboxes’s comprehensive approach gives us a unique ability to test, maintain and optimiseexisting networks while they are in operation. Dueto advances in technology Cleverboxes also provides an unsurpassed upgrade path to cater for the changing needs of a business.

Service overview

> Test installations at the provisioning stage

> Test physical lines

> Emulate network traffic

> Carry out load testing

> Performance measurement

> Voice readiness audits

> Reporting tools

Reduce costs and increase operationalefficiency

Having to revisit a field site due to inadequatetesting equipment or inexperienced supportstaff is the quickest way to lose money andCustomer confidence. Cleverboxes has the infrastructure in place to ensure quality of service which in turn provides increased profitability and greater opportunities for Customers.

At a glance – technical specification

> E1, E3, SDH (STM-1/-4)

> STM-16, E4 (future)

> Alarm and error monitoring

> Overhead byte analysis

> Mapping and de-mapping

> BER testing

> Ethernet 10/100/1000

> Traffic generation and analysis

> Automated RFC 2544 test

> Network monitoring

> V-series data interfaces (X21)

Technologies

> GSM

> GPRS/EDGE

> UMTS

> ATM and IP testing



www.cleverboxes.com

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Network support voucher schemeDo you have access to your own maintenance and installation resource?If not, you might want to learn more about the Cleverboxes pre-paid Network support voucher scheme. Vouchers are valid for a year and can be purchased in a minimum number of 10 at any one time, giving you access to Cleverboxes’s engineering resource and technical expertise.

Standard Voucher Premier Voucher

Voucher 1 Engineer level 1-4Remote configuration assistance / adds,moves and changes / software supportService hours - Mon to Fri 9.00am - 5.30pmNext business day1 hour time limit per voucherPrice: TBC

Engineer level 1-4Remote configuration assistance / adds,moves and changes / software supportService hours - 24/7/365Next business day1 hour time limit per voucherPrice: TBC

Voucher 2 Engineer level 1-4Remote configuration assistance / adds,moves and changes / software supportService hours - Mon to Fri 9.00am - 5.30pm4 hour response1 hour time limit per voucherPrice: TBC

Engineer level 1-4Remote configuration assistance / adds,moves and changes / software supportService hours - 24/7/3654 hour response1 hour time limit per voucherPrice: TBC

Voucher 3 Engineer level 1-3Engineer on site within 8 hours with laptopand console cableService hours - Mon to Fri 9.00am - 5.30pm8 hour response2 hour time limit per voucherPrice: TBC

Engineer level 1-3Engineer on site within 8 hours with laptopand console cableService hours - 24/7/3658 hour response2 hour time limit per voucherPrice: TBC





Voucher 6 Engineer level 6Senior level consultancy, design and configuration solutions delivered remotely through a dedicated CCIE grade technical consultant.Partner price: POA (Please consult your Account Manager)

Engineer level 6Senior level consultancy, design and configuration solutions delivered remotely through a dedicated CCIE grade technical consultant.Partner price: POA (Please consult your Account Manager)

This service is not intended to replace Cleverboxes’s more traditional maintenance contracts and only applies to specific organisations.If you are using vouchers for fault diagnosis there is no guarantee of a satisfactory resolution.Minimum of 10 vouchers to be purchased at any one time.Vouchers are valid for 12 months after the date of purchase.Additional vouchers can be purchased for extra hours and chargeable services, spares are not included but can be purchased separately.Any partially used vouchers will be counted as a full voucherUsual terms and conditions apply.



www.cleverboxes.com

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Remote Network Monitoring

Looking after networks is a full time job and one that requires a dedicated, strategic approach to ensure that any issues are dealt with as soon as they arise. Calling engineers out after the network has gone down is inefficient and costly and can be avoided by utilising Cleverboxes’s remote network monitoring service.

OverviewWith networks demanding 24/7 attention it has never been more important to have the correct support procedures in place. Increasing pressure from customers has put more reliance on support organisations to provide a dedicated remote technical support team that are available to monitor networks whatever the time.

Focussed on supporting our customers, Cleverboxes can deliver a remote network monitoring solution which allows our team of technical experts to monitor networks remotely in a safe and secure environment 24/7.

From our Network Operations Centre (NOC), we can monitor a wide range of complex networks across the UK, Ireland and mainland Europe and quickly alert customers of potential problems before they have a significant impact on a business. Remote monitoring can save businesses from the time, inconvenience and costs of a call out. Optimised performance and availabilityOur remote network monitoring service provides the monitoring of all devices under contract with Cleverboxes and will alert the customer of any incidents that could affect the performance of the overall network infrastructure.

The types of events monitored include:

> Device failures

> Module failures

> Power supply failures

> Link failures

> High utilisation

ReportingCleverboxes provides an advanced reporting engine with a dynamic web based console that will enable network visibility across your entire network infrastructure.

Key Product Features: > High Level Summary Views > Topology and Event Search Views > Monitor Performance and Alerts > Reports for Common Performance Metrics

ManagementIn addition to alerting you of incidents Cleverboxes are able to provide an incident management service. This service will provide you with access to our highly skilled engineering teams to assist with the related incident and ensure a swift resolution. All incidents will be logged and managed through the Cleverboxes Call Management System (CMS).

Through secure access to the customer infrastructure through one or more MPLS links Cleverboxes are also able to use advanced diagnostic and troubleshooting skills so that any non-hardware related incidents can be identified.

Key features of remote network monitoring include:

> Active monitoring

> Retrospective network reporting

> Performance monitoring

> Network failure reporting

> Central network error log

The system will assist your Customers with:

> Network visibility

> Network troubleshooting

> Network reporting

> Failure notification

> Multi-user access

> Security

Customer PortalThe portal provides basic functionality and includes user specific topology map displays, event log views, and real-time MIB table/graph displays. The web based module will allow you to have full visibility of the infrastructure health. With multi user access, you will have the ability to view, monitor, remotely manage, and report on the whole network through a single interface. This is the most important aspect of the solution and is extremely flexible. There are over 400 reports which can be setup and run with as much or as little information as is required.

Software capabilities include:

> Performance and fault management

> Intuitive point and click interface

> Enterprise scalability

> Universal device poller

> Community support

> VMware virtualisation monitoring

> Report writer

> Customer property editor

> Role based access control

> SNMP trap and syslog viewer

SummaryAt Cleverboxes we are committed to providing tailored support solutions to meet your needs. Assisting customers across the UK, Ireland and mainland Europe means Cleverboxes has the technical expertise, resources and experience to monitor your networks 24/7. Remote monitoring allows us to closely monitor and fix any network problems from our Network Operations Centre which in turn provides an efficient, reliable service to keep our networks running optimally at all times.



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Addressing the needs of today’s businessFlexible and agile new business models play a fundamental part in today’s business environment, where customers increasingly expect a customised and personal experience above and beyond your existing service portfolio. IT plays a pivotal role across many businesses in enabling progress, delivering new capabilities while running the existing business. In order to succeed in this ever evolving marketplace requires effective network support and increased utilisation of system resources. Business and information technology goes hand in hand, with the network acting as the core to all the people, locations, resources, and applications of a business.

Achievement through collaborationIn partnership with your internal support team and our technical specialists, we take an integrated approach to helping you create a more sophisticated, responsive, unified network. Through an extensive portfolio of routing & switching services, Cleverboxes can help you fuse together your IT infrastructure in-line with the needs of your business, creating an optimised, secure, fluid network capable of addressing any future system requirements and device additions.

Enabling networks to become a strategic business asset through effective planning, integration and support.

Routing & Switching Services

Efficient preparation and design to enhance performance and allow scalabilityThe progress of any business is dependent on the integration of new technologies, devices and applications onto the routing and switching platform. Effective integration relies on a precise assessment of the network and general promptness to support proposed solutions which Cleverboxes can deliver on your behalf.

> Preparation: Cleverboxes can evaluate your network capabilities, services, and solution requirements ensuring that planned changes are in alignment with your business goals. Cleverboxes are able to assess availability issues such as infrastructure design, operational efficiencies and security, making recommendations to help you proactively address any issues.

> Design: Outlining a detailed design is fundamental to reducing risk, delays, and the total cost of network deployments. Cleverboxes can put into operation a tailored design that you can use to implement your network. Your technical requirements and network design goals are considered in order to create an infrastructure optimised for your business that can enhance performance, maximise security and scale to support future change.


Streamlined for business evolutionCleverboxes will assist you in making sure your routing and switching networks remain optimised to support your business objectives. We share our technical knowledge and leading operational practices, complementing your internal teams. We combine a wide portfolio of routing & switching services incorporating network assessment, network support, and network learning which is focused on optimising your core routing and switching network to meet future requirements, helping your team succeed with new technologies. Outlined below are a selection of some of the key routing & switching services we provide all our customers with.

Routing & Switching Design and Consultancy> Certified engineers providing vendor neutral network consultancy

- Network design

- Validation

- Capacity Planning

- Detailed LAN diagrams

- Training Suggestions

Routing & Switching Implementation> Certified engineers providing vendor neutral network implementation

- VLAN Segmentation

- Resiliency Protocols (STP, RSTP, HSRP, VRRP)

- Routing Protocols (OSPF, EIGRP, BGP)

- VRF’s (Virtual Routing Forwarding)

- Quality of Service profiles

- Multicast planning for IPTV

- VOIP readiness

- VMware integration

- Multi-vendor installation

- Blade Server/Switch integration

Routing & Switching Health CheckReview of the current network and recommendations for improvement

- Review of network architecture

- Locate logical/physical inconsistencies

- Peak and average traffic levels

- Network protocol utilisation

- Network errors

Report produced to include

- Detailed diagram of the network

- Graphical representation of traffic flows

- Recommendations for improvement and future growth

- Solution recommendations




Visibility

Most networks have evolved over a period of time housing a mixture of technologies and vendors across both legacy and current networking devices and software. For this reason alone organisations need to formulate an inventory of their network in order to understand the complexities surrounding the security of their business systems. This audit provides the foundations for future network expansion and should be constantly reviewed and updated. As part of any unified network it is important to have a network security policy in place that identifies and mitigates any form of attack or disruption to a business whilst conforming to privacy and legal compliances.

Cleverboxes has a team of security specialists who assist customers across a broad spectrum of network security areas. These may include firewalls, VPN access, router & switch security and endpoint security all of which require the same high level of technical expertise and industry knowledge.

All Cleverboxes technology specialists are trained to deal with the most complex network scenarios and because of Cleverboxes’s specialist support services customer’s benefit from utilising this resource without the need for employing specialists of their own, ensuring overhead is kept to a minimum.

As technologies increasingly converge onto a single IP based network it is becoming increasingly common for organisations to be vulnerable to security breaches from internal and external threats. Organisations require stringent network security reassurance through in-depth security reviews across their network devices.

Security

Security services

Security policy development> The first step for security is to develop a security policy defining acceptable use and administration of the network> Hand hold client through the creation of a security policy> Deliverable: Completed security policy customised to match the Customer’s requirements

Network security audit> “Do you know what is being added to your network?”> Designed to gain an understanding of what is there and how it is put together with a focus on security> A basic audit including; kit lists, configurations, connections> Network capture only to look for types of traffic, P2P, IM traffic> Allows a company to gain control back where networks have evolved > Use automated tools/checklists to review configs or best practice> Deliverable: Summary report on the state of the network − What is there − Generalisations about what it is, or is not doing − Noted issues observed

Security design audit> In depth review of the current environment (or output of the network audit) − Kit and configurations − LAN, WAN and perimeter design − Security features used and un-used> Deliverable: In depth report providing best practice design recommendations − Security device positioning − VPN design − Scalability − Redundancy − Shopping list of recommendations − Recommended implementation processes − Training suggestions


Security device review> A customer may only have a single device, or may only have concerns about the configuration of one or two devices. Therefore they may not want to have a full audit. This review is designed to provide an in depth review on specific devices.> What devices can be reviewed? − Firewall policy - Rule set - Nat configuration - Device access - Additional service (IPS, VPN, AV etc) - Software versions − IPS/IDS Policy - Software versions - Signature updates - Configuration signatures - Monitoring configuration (inline etc.) - Device access - Blocking functions − VPN access policies - VPN design and access - Authentication process - IPSEC policies used - Performance issues − Router security - Routers can provide many security functions, firewall, IPS, VPN (all which can be reviewed) - Device access - Routing protocol security - QOS − Switch security - Switches can have many of the security requirements of routers - In addition, layer 2 functions, would be reviewed, port security, storm control etc

Installation Services> Managed using Prince 2 methodology> Provide installations for a wide range of security technologies> Subject matter experts on all market leading devices> Able to provide engineers who can look at the bigger picture, not just the security device, to integrate the solution into your network. − Layer 2 & Layer 3 − WAN optimisation − Content switching

Security testing services> Vulnerability assessment − An automated audit of the network from the inside or outside of the network − Use of industry recognised tools to produce a report − The report will also include an engineer summary detailing prioritising issues and identifying false positives> Wireless testing − A test of your network to review the security of the wireless infrastructure that would include: - Signal leakage - Encryption security - Authentication> Penetration testing − A custom designed manual audit of the network, this audit could include aspects of: - Vulnerability assessment - Wireless testing - External & internal testing - Social engineering

Management & monitoring> Firewall management − Adds, moves and changes (max no. set per year) − Hardware maintenance − Software support − Installation of software updates (as released by manufacturer) − Configuration backup and recovery> IPS management − Adds, moves and changes (max no. set per year) − Hardware maintenance − Software support − Installation of software updates (as released by manufacturer) − Installation of patches − Configuration backup and recovery> Managed VPN connectivity − Site adds, moves and changes (max no. set per year) − Hardware maintenance − Software support − Installation of software updates (as released by manufacturer) − 2nd & 3rd line remote user VPN support − Configuration backup and recovery

Security training> Administrator training> End user training

Primary technologies supported

Security technologies − Identity - 802.1x - NAC (Network Access Control) - AAA - 2 factor authentication − Access - WAN - LAN Security - Wireless - VPN - Site to Site - SSL - Remote − Protection - Firewall - Integrated Service Routers - Endpoint security − Monitoring - IDS/ IPS - Content monitoring - AV/ Spam filtering - Security agent

Network edge technologies − WAN optimisation − Content switching




Experienced handsRefined from many years experience in the server and desktop support arena Cleverboxes have customised a dedicated range of installation, maintenance, solution design and consultancy services across a wide range of leading server and desktop devices.

This knowledge and expertise is a resource made available to customers to ensure we can meet your ever changing requirements. Cleverboxes has the necessary staff across service support, service delivery and professional services to respond to all types of server and desktop incidents and requests.

Server supportCleverboxes design, install and maintain leading edge server systems across all kinds of vertical markets. Security, availability and stability is recognised as critical criteria when delivering any level of server support from installation, configuration, design and support as we realise the importance of this element within any installed configuration.

In today’s complex and demanding business environment organisations are faced with continuous technology and industry changes that are directing increased pressure on IT support and services departments and associated budgets. Organisations have to be flexible enough to be able to react and adapt to these changes quickly and efficiently to ensure that networks remain operational. Cleverboxes offers customers a full range of server and desktop support services that can be utilised to fulfil customers ever changing system requirements.

Server & Desktop

Cleverboxes are able to provide support and maintenance across legacy, current and emerging products and technologies which all form a substantial part of Cleverboxes’s support base today. Wintel through to enterprise such as low end Prolients to high end Sun and storage equipment are all supported and maintained under the Cleverboxes support portfolio and service catalogue.

Desktop supportDesktops are very much an integral part of all businesses these days with many being set up to be the access point to much more complex underlying business systems and applications. Just like with these critical systems it is important to have the necessary levels of support in place should anything go wrong with your desktop environment. This is where Cleverboxes can really make a difference with their comprehensive infrastructure of desktop services that provides elements that include full incident lifecycle around hardware break/fix and install’s, moves and changes.

Accreditations include:> Cisco> ARC> VMware> Microsoft> IBM> Dell

Benefits of partnering with Cleverboxes

> ‘Return to service’ - up to latest back up

> Open new revenue streams due to geographic reach and technology expertise

> Highly qualified and vendor trained teams of support engineers

> Rapid Response Team for critical support options

> Latest and up-to-date accreditations

> One single SLA or SLA’s to suit

> Multi-vendor; HP, Dell, Toshiba, VMware, Sun, IBM

> 24/7 Service desk

> Up to 2hr response time within a 4 hour fix


Server Hardware Installation (x86)> HP server installations − ML & DL range − MSA Storage − BladeCentre / Blades − Tape library/drive> IBM server installations − X-Series range − BladeCentre / Blades − Tape library/drive> Dell server installations − Poweredge range − Power Vault Tape range − Equalogic Storage > Deliverable: Installations customised to match the Customer’s requirements

Desktop Hardware Installation (x86)> Individual or multiple rollout of − HP desktop/laptop − Dell desktop/laptop − IBM desktop/laptop − Other desktop/laptop (on request)> Deliverable: installation checklist and rollout schedule as per the Customer wishes

Software Installation ServicesPlanning, installation, migration and consolidation of:> Microsoft Professional Services − Windows 2000-2008 Server − Small Business Server 2000-2008 − Exchange 2003-2007 − Active Directory> Citrix Professional Services − Presentation Server 4x (XenServer) − Citrix Secure Gateway > VMware Professional Services − Virtual Infrastructure (ESX) 2.x – 3.x − Virtual Center 1.x – 2.x − VMware Converter

Customised Server/Domain audit> Disk space usage reporting> Memory usage reporting> Backup success/failure reporting and diagnosis> Event log checking and diagnosis> Hardware log checking and diagnosis> Microsoft update reporting> Active directory − User audit − Group audit − Group policy audit − Replication Audit> Microsoft security analysis − Deliverable: Summary report on the above with recommendations where appropriate

Performance monitoring> Reporting and recommendations on the following counters per server − Processor usage − Memory usage − Memory paging − Network card usage − Disk usage − Read/write bottlenecks




Server & desktop voucher schemeDo you have access to your own maintenance and installation resource?If not, you might want to learn more about the Cleverboxes pre-paid Network support voucher scheme. Vouchers are valid for a year and can be purchased in a minimum number of 10 at any one time, giving you access to Cleverboxes’s engineering resource and technical expertise.

Standard Voucher Premier Voucher

Voucher 1 Engineer level 1-3Engineer on site within 8 hoursXP, Windows 2000 & 2003Hardware diagnosticsService hours - Mon to Fri 9.00am - 5.30pm8 hour response2 hour time limit per voucherPrice: TBC

Engineer level 1-3Engineer on site within 8 hoursXP, Windows 2000 & 2003Hardware diagnosticsService hours - 24/7/3658 hour response2 hour time limit per voucherPrice: TBC

Voucher 2 Engineer level 1-3Engineer on site within 4 hoursXP, Windows 2000 & 2003Hardware diagnosticsService hours - Mon to Fri 9.00am - 5.30pm4 hour response2 hour time limit per voucherPrice: TBC

Engineer level 1-3Engineer on site within 4 hoursXP, Windows 2000 & 2003Hardware diagnosticsService hours - 24/7/3654 hour response2 hour time limit per voucherPrice: TBC

Voucher 3 Engineer level 4-5Engineer on site within 4 hoursXP, Windows 2000 & 2003, Active directory,Exchange 2000 & 2007Hardware diagnosticsService hours - Mon to Fri 9.00am - 5.30pm4 hour response2 hour time limit per voucherPrice: TBC

Engineer level 4-5Engineer on site within 4 hoursXP, Windows 2000 & 2003, Active directory,Exchange 2000 & 2007Hardware diagnosticsService hours - 24/7/3654 hour response2 hour time limit per voucherPrice: TBC

This service is not intended to replace Cleverboxes’s more traditional maintenance contracts and only applies to specific organisations.If you are using vouchers for fault diagnosis there is no guarantee of a satisfactory resolution.Minimum of 10 vouchers to be purchased at any one time.Vouchers are valid for 12 months after the date of purchase.Additional vouchers can be purchased for extra hours and chargeable services, spares are not included but can be purchased separately.Any partially used vouchers will be counted as a full voucherUsual terms and conditions apply.



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Server and Desktop support

In today’s complex business environment companies are faced with continuous technology and industry changes that are directing increased pressure on IT departments and associated budgets. IT professionals have to be flexible enough to be able to react to these changes quickly and efficiently to ensure that networks remain operational. Cleverboxes offers their clients with a full range of Server and Desktop support services that can be utilised to fulfil their ever changing network requirements.

Experienced handsRefined from many years experience in the Server and Desktop support arena Cleverboxes have customised a dedicated range of installation, maintenance, solution design and consultancy services across a wide range of leading Server and Desktop devices.

This knowledge and expertise is a resource made available to all our clients to ensure they can meet their ever changing network requirements. Cleverboxes has the necessary staff across Service Support, Service Delivery and Professional Services to respond to all types of Server and Desktop incidents and requests.

Server supportCleverboxes design, install and maintain leading edge Server systems installations across all kinds of vertical markets on behalf of their clients. Security, availability and stability is recognised as critical criteria when delivering any level of Server support from installation, configuration, design and support as we realise the importance of this element within any installed configuration.

Cleverboxes are able to provide support and maintenance across legacy, current and emerging products and technologies which all form a substantial part of Cleverboxes’s support base today. Wintel through to enterprise such as low end Prolients to high end SUN and storage equipment are all supported and maintained under the Cleverboxes support portfolio.

Desktop support Desktops are very much an integral part of all businesses these days with many being set up to be the access point to much more complex underlying business systems and applications. Just like with these critical systems it is important to have the necessary levels of support in place should anything go wrong with your Desktop environment. This is where Cleverboxes can really make a difference with their comprehensive infrastructure of Desktop services that provides elements that include full incident lifecycle around hardware break/fix and install’s, moves and changes.

Benefits of partnering with Cleverboxes:

> Highly qualified teams of support engineers

> ‘Return to service’ - up to latest back up

> Rapid Response Team for critical support options

> Latest and up to date accreditations

> One single SLA or SLA’s to suit

> Multi-vendor, HP, Dell, Toshiba, VMware, Sun, IBM

> 24/7 Service desk

> Up to 2hr response time

Service deskWith increasing business process and the dependency on IT services and IT infrastructure, it has never been more important to ensure that changes to the infrastructure are managed with minimal impact to the installed estate. What’s more, you need a detailed understanding of the business impact of an outage as well as the ability to control the process to execute upgrades and changes flawlessly and maintain service availability and service performance to the agreed levels.

Cleverboxes Service desk is a comprehensive, scalable IT Service desk designed to provide a 24/7 support service to their Customers. Using the Cleverboxes Service desk ensures you can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. The Service desk also provides effective controls for your critical service support and service delivery processes.

CoverageProviding support to Customers across the whole of the UK and Ireland with strategic support resource throughout mainland Europe ensures that Cleverboxes continues to be the number one choice in network support. The depth of support across these areas also enables Cleverboxes to provide very competitive response and break/fix times on all SLA’s no matter the location or technology type. Being vendor independent with a wide range of leading vendor accreditations means all Cleverboxes’s Customers can utilise a vast resource of technical skills and knowledge base.

Accreditations and vendors:

> Microsoft Certified Partner

Accreditations include:

> MCSE

> MCP

> VMware

Servers and desktops supported:

> Dell

> Toshiba

> IBM

> HP

> SUN



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Service DeskEvery organisation is effected by change on a daily basis. For the IT department, management of change has become a key focus area, requiring an increased amount of resource and commitment.

With increasing dependency on businessprocesses across IT services and IT infrastructure, it has never been more important to ensure that changes to the infrastructure are managed to perfection. What’s more, you need a detailed understanding of the business impact of an outage as well as the ability to control the process to execute upgrades and changes flawlessly and maintain service availability and service performance to the agreed levels.

Cleverboxes Desk is a comprehensive, scalable IT Service Desk designed to provide a 24/7 support service. Using the Cleverboxes Service Desk ensures you can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. Cleverboxes Service Desk provides effective controls for critical service support and service delivery processes.

Challenges of service and support managementManaging service commitments and keeping users networks mobile is the core goal of Cleverboxes service support activities. Today, keeping people connected with their network infrastructure is more complex than it has ever been. Technology is constantly advancing, the infrastructure is rapidly converging and the demand changes as businesses evolve. To meet this challenge users are being asked to do more within a shorter timescale, which in turn increases expectations on managing service commitments, motivating and effectively managing support personnel, addressing governance issues and doing so with the constraints of declining budgets.

Optimising service and support Cleverboxes Service Desk addresses the challenges of managing today’s complex service and support requirements. Providing a comprehensive and scalable service management solution Cleverboxes Service Desk is available to you all year round.

The technology behind Cleverboxes Service Desk is designed to reap maximum benefits to you through a service and support solution that can grow in parallel with your network requirements. Servicing the UK and Ireland, Cleverboxes Service Desk handles over 1 million incidents and requests each year.

Engineer at Customer site

Distinctive features and functionalities Cleverboxes Service Desk is designed to meet all your service and support requirements. Whether they need network integration with supporting IT management or highly capable knowledge resource, Cleverboxes Service Desk can meet the demands of today’s businesses. Our service has been tailored over a number of years to accommodate the features and functionality required to support a multi-vendor, non-proprietary technology environment.

Incident managementIncidents are faults, errors and issues that users are experiencing with their network. All incidents are logged immediately through the Cleverboxes Service Desk.

Key features of Incident management:

> Log calls for users

> Incidents are automatically routed to teams or individuals based on client and type

> Full service level times and milestones recorded

> Time spent at each action and function recorded

> Link incidents to problems, change requests or known errors

> View asset information eg. Software installed, hardware specifications

> Check against open calls, user or asset to prevent duplicate calls being logged

Knowledge managementWithin any organisation the distribution ofknowledge to staff is essential, allowing staff tohave the knowledge resource to perform generalday to day roles efficiently and effectively.

Cleverboxes’s Service Desk allows knowledge to be recorded, monitored and distributed to the required teams effectively. Partitioned knowledge bases allow managers to decide who has the relevant knowledge to support field engineers with any additional technical information that is essential to address a particular site visit.

Raising an incidentEngineers are able to raise new incidents via theCleverboxes Service Desk. Screenshots or files that can aid the Service Desk in rectifying the incident more efficiently can also be added. After the call has been logged with the Service Desk theengineer has the ability to add additional notes tothe call, allowing further actions to take place.

Engineers also have the ability to remotely updatecalls and even resolve them; this activity througha secure portal will automatically update theCleverboxes Service Desk records ensuring high levels of productivity.

Engineer remotely connecting onto the Cleverboxes Service Desk

Service level managementThe Cleverboxes Service Desk features dynamic Service Level Agreement (SLA) management capabilities. All incidents, requests and engineer calls are recorded into an inventory allowing Cleverboxes Service Desk to quickly search any recent or previous call records.

The 24/7 Cleverboxes Service Desk has the ability to receive and track calls at any time of the day or night ensuring that you are supported in the most efficient way possible, keeping downtime to the absolute minimum.

Key features include:

> Unlimited SLA’s

> European network of field engineers

> User defined priorities

> Breached and near breach analysis with warnings via e-mail, pop up notify, colour coding, BlackBerry/PDA and mobile phone alerts

Why choose Cleverboxes?Cleverboxes is fast becoming recognised as one of the leading network and IT support serviceproviders across the UK and Ireland.

Due to considerable investment in an infrastructure that includes a highly qualified technical team, competitive pricing model and an unrivalled level of service, Cleverboxes can confidently provide prompt installation, integration and maintenance on a wide range of data systems throughout the UK and Ireland. Cleverboxes’s technology portfolio includes WAN, LAN, Security and IP Telephony incorporating all the leading network vendors including Cisco, Nortel, Juniper, IBM, HP and Extreme Networks.

Cleverboxes field engineer locations



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Cleverboxes Service Desk

Cleverboxes Service Levels

Cleverboxes Limited has been established since 2002 and has soon matured into one of Europe’s leading online IT providers. Our continued investment into our integrated sourcing and merchandising system has enabled our customers to take full advantage of special offers and pricing not seen from our major competitors.

Our cutting-edge on-demand business management software enables us to manage all key business operations from a single point, therefore saving time and money – in addition, our integrated system continually analyses both our suppliers and competitors enabling the provision of the perfect balance of price aggressiveness without sacrificing the ability to speak to real people.

Covering devices from all the leading networking vendors that include routers, switches, desktops, laptops and servers Cleverboxes have the technical expertise to successfully respond to a variety of networking scenarios.

The devices Cleverboxes support span across many different technologies such as IP Voice, Unified Communications, Servers & Desktops, Wireless and Security which are all maintained by a comprehensive infrastructure of experienced technical teams.

Tailored Service LevelsCleverboxes’s Service Levels are split into 3 defined areas; Fix, Response and Advanced replacement. Depending on the requirement all Cleverboxes clients can select a variety of options to tailor their SLA in response to their networking needs.

As part of the defined Service Levels provided all Cleverboxes clients can select a specific time constraint to accompany the SLA whether that be a 4 or 8 hour response, Monday to Friday coverage or a complete 24/7 support package. These flexible options mean Cleverboxes can tailor the solution to meet the needs of their clients rather than the client having to fit into a limited number of restricted SLA’s.

As part of any support contract partners are provided with a single point of contact via the Cleverboxes service desk regardless the SLA, device type or network location. This ensures all faults can be logged on a central online system where partners can even have access to view any incidents through a secure portal.

Tailored Service Levels to meet your network requirements

Service Level features

If you require any further information or assistance regarding Cleverboxes’s Service Levels then please contact one of our representatives who will be willing to assist you further.

Fix

> Return to service within defined SLA

> Onsite engineer

> Parts to site

> Escalation

> Software support upon request

Response

> Engineer to site within defined SLA

> Parts following diagnoses

> Escalation


Advanced replacement

> Parts to site within defined SLA

> Escalation




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Cleverboxes have formed a partnership with specialist support �rm Comms-care to provide leading network & server support across the UK, Ireland and mainland Europe. Their technology portfolio includes Routing & Switching, Servers & Desktops, Wireless, Voice & Uni�ed Communications and Security incorporating all the leading network vendors including Cisco, VMware, Dell, 3Com, Nortel, Juniper, IBM, HP and Extreme Networks.

All our support services are delivered through a single-point-of-contact utilising the comprehensive range of skills and resources within a dedicated 24/7 technical assistance centre.

Services include: > UK, Ireland and mainland Europe coverage > A single point of contact for all related incidents > Guaranteed responses and �xes within de�ned service level agreement > Access to 48 spares locations > A vast network of skilled and accredited �eld based engineers backed up by specialist consultants > 24/7 Service Desk and call logging facility > Service delivery management > Remote and onsite trouble shooting services

Cleverboxes and Comms-care have invested heavily in the training and accreditation of their support teams and have the ability to support the following vendors:

> Cisco> Nortel> 3Com> Allied Telesyn> Cabletron/Enterasys> Watchguard> Extreme> Nokia> Dell> HP> IBM> Axis

> Baystack> Draytek> Gandelf> Check Point> Zyxel> Planet> Perle> Newbridge> Netgear> Lucent> Juniper> Chase

UK and Ireland o�ces and spares locations

Key

O�cesSpares Storage Facilities

Support services overview

Comms-care Cleverboxes End User

Service Delivery

End User Relationship

Engineering LogisticsService Desk

ProfessionalServices

AccountManagement

Cleverboxes Customer relationship model

Location Description Total

Comms Engineer 45

Cross Discipline Engineer 22

Desktop Engineer 19

Senior Engineer 9

All our support services are designed with the Customer in mind. These services have evolved over a period of time to continuously meet and exceed the needs of the Customer. We like to think that the �exible, can do attitude we provide is one of the main reasons our Customers keep choosing us as their preferred support partner.

10 good reasons why to choose us;

> Multi-vendor, Multi-technology

> Competitive pricing

> Cisco Gold & Microsoft Gold Partner status

> Tailored SLA’s - Fix, Response & Advanced Replacement

> UK, Ireland & mainland Europe coverage

> 24/7 Service Desk

> Rapid Response Service

> Comprehensive spares infrastructure

> Reliable, trustworthy and e�cient

Engineer locations

UK Head o�ceUnit C, Falcon Court, Petre Road, Clayton Le Moors, Lancashire, BB5 5JD


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Supported Applications

Windows Server (2003 / 2008)> Active Directory> Clustering> NLB> Group Policy

Windows Small Business Server (2003 / 2008)

Exchange 2003 / 2007 / 2010

Blackberry Enterprise Server

SQL 2005 / 2008 / 2008R2

Security> ISA 2004 / 2006 / TMG> PIX / ASA> RSA SecurID / Safeword> BeCrypt Disk Encryption> Scriptlogic

User Microsoft (XP / Vista / Win 7)

Office 2003 / 2007 / 2010

Server Virtualisation> Hyper-V> Terminal Services> VMware 3.x / vShpere> XenServer 5.5> VConverter – Vizioncore> VReplicator – Vizioncore> VDR - Vizioncore

Desktop Virtualisation> VMWare View> XenDesktop 4> vWorkplace> Remote Desktop Services

Application Virtualisation> ThinApp (VMWare)> Citrix> XenApp 5 / 6> Presentation Server 4, 4.5 > WanScaler

Application Gateways> Microsoft UAG

Content Filtering> Threat Management Gateway> Webroot> MessageLab> Forefront Online Protection for Exchange

Backup> Symantec Backup Exec> VytaVault> Data Protector> Data Protection Manager 2010> vRanger Vizioncore> Veeam

AntiVirus> McAfee> Sophos> N-able Endpoint Security> Symantec

Unified Communications> Office Communications Server 2007 / 2007R2> Cisco

Mobile Devices> Nokia (Symbian)> HTC (Microsoft)> iPhone 3G / 3GS / 4 (Apple)

SharePoint 2003 / 2007 / 2010 / WSS 3.0 / WISP (Citrix)> Server Hardware> HP> IBM> Dell

Desktop / Laptop Hardware> HP> IBM> Dell

Storage> HP EVA> HP MSA> HP Lefthand> Dell Equalogic> Datacore

Thin Clients> Chip PC

LAN Switches> Cisco> HP

Storage Switches> Cisco> Broccade (Fibre)> HP

Management Applications> Microsoft - System Centre Suite> ScriptLogic – User / Patch Management> Insight Manager> IBM Director> N-able> WSUS

VoIP> Avaya> Verizon> OCS> Mitel> Cisco

Cloud Services> Forefront Online Protection for Exchange> Windows Azure> SQL Azure> Exchange Online> SharePoint Online> Office Communications Online> Office Live Meeting> Exchange Hosted Archive

Connectivity> Verizon> Virgin Media (NTL)> BT> C4L

Imaging> Acronis> Ghost> Windows Deployment Services


Supported vendors

Comms ServersPC’s &

Laptops Printers

Allied Telesyn IBM Acer Acer Brother Printronix

Axis Juniper Clone Clone Canon QMS

Baystack Lucent Compaq Compaq Epson Tally

Cabletron/Enterasys Netgear Dell Dell Fujitsu Tektronix

Chase Netscreen Fujitsu Fujitsu Genicom Xerox

Cisco Newbridge Gateway GatewayHewlett Packard Zebra

Draytek NokiaHewlett Packard

Hewlett Packard IBM

Check Point Nortel IBM IBM Kyocera

Extreme Perle Toshiba Toshiba Lexmark

Gandelf Planet Sun SamsungNewbury

Data

Hewlett Packard Watchguard Sony OKI

3Com Zyxel Panasonic


Efficient, feature rich integration through Unified CommunicationsMost of us agree that integrating our voice, data, video and mobile communications across a single network is a fundamental factor for businesses that are looking to streamline their technology infrastructure. By adopting a single network approach employees also have the added benefit of 24/7/365 accessibility whatever their location or preferred technology device, ensuring that companies can adjust to demands quickly and efficiently.

The reality

On paper the idea of a unified network sounds like communications ‘nirvana’ but in reality it is a very different prospect. In an ideal world you would want a seamless integrated communications network that was provided by a single vendor, providing your voice, data and security solutions all under the one umbrella with the upmost of ease. Within most cases though, organisation’s data and voice infrastructure has evolved over a period of time and is built up from a wide range ofproducts supplied by a variety of vendors. This is where organisations need to ensure that they have the technical skills and resource in place before they start to implement a converged network solution.

Bring in the experts

In order to address some of the key issues when implementing a Unified Communications (UC) network such as quality of service, security, infrastructure and employees adoption of the newsystem, it can be useful to utilise the skills of a vendor independent UC specialist such as Cleverboxes. A multi-vendor specialist such as Cleverboxes have experience that reaches across many vendors, products and technologies which in turn ensures businesses receive independent advice that has their best interests in mind both commercially and technologically.

Investing in new technologies can often mean increased costs, especially in the short term. However with many UC projects, the mid to long term benefits are very appealing due to it having an impact on reducing the operational costs of a company as it looks to improve it’s business processes. By integrating an IP network you are also putting tracking measures in place to help assist how you interface with all your Customers, Prospects and Partners.

Unified Communications has definitely arrived and is successfully being implemented on a global scale due to critical elements being addressed including industry standards, core infrastructure, security and technology advances. The impact of this in a world that demands 24/7/365 communication means that single IP based networks fusing together a multitude of technologies will be here to stay.

Benefits:

> Reduce administration costs

> Scalable

> Multi-vendor solutions

> Real time monitoring

> Single IP based network

Ask for references

When selecting a UC solutions provider it is important that you thoroughly evaluate their credentials not only from a business perspective but a technological one also. Any reputable provider will be able to offer reference sites, demo facilities and capability documents to illustrate their expertise in this area. Cleverboxes is no stranger to providing this information to all their channel partners that show an interest in migrating over to a UC network.

A leap of faith

Once an organisation has made that ‘leap of faith’ it is important that UC providers have the necessary back office to support any future developments within the business that leads to a change to the network infrastructure. This is where UC really does make a difference because as it sits on a single IP based network, additions and changes can be implemented with minimum impact on a business. To ensure a smooth transition you still need your provider to invest in their skill sets and that is why at Cleverboxes we have a continuous investment programme that includes training and the latest technological trends allowing us to grow our portfolio of accreditations and skill sets such as:

> Cisco Collaborative Services Partner

> Advanced Wireless Specialisation

> Advanced Router and Switch Specialisation

> Advanced Security Specialisation

> Advanced Unified Communications Specialisation

In addition to these specialised accreditations, Cleverboxes have the expertise and knowledge base across the whole of the UK and Ireland for the most complex UC projects. Cleverboxes understand that without the right people no technology solution will be a success and that is why we invest a lot of our time and resource into preparing and training our support staff and engineering team to the highest of standards. Don’t just take our word for it, get in touch and see how we have assisted our customers across many vertical markets, technologies and geographic areas.



www.cleverboxes.com

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The realityOn paper the idea of a unified network sounds like communications ‘nirvana’ but in reality it is a very different prospect. In an ideal world you would want a seamless integrated communications network that was provided by a single vendor, providing your voice, data and security solutions all under the one umbrella with the upmost of ease. Within most cases though, organisation’s data and voice infrastructure has evolved over a period of time and is built up from a wide range of products supplied by a variety of vendors. This is where organisations need to ensure that they have the necessary technical skills and resource in place before they start to implement a converged network solution.

Bring in the expertsIn order to address some of the key issues when implementing a Voice & Unified Communications (UC) network such as quality of service, security, infrastructure and employees adoption of the new system, it can be useful to utilise the skills of a vendor independent UC specialist such as Cleverboxes. A multi-vendor specialist such as Cleverboxes have experience that reaches across many vendors, products and technologies which in turn ensures businesses receive independent advice that has their best interests in mind both commercially and technologically.

Investing in new technologies can often mean increased costs, especially in the short term. However with many UC projects, the mid to long term benefits are very appealing due to it having an impact on reducing the operational costs of a company as it looks to improve its business processes. By integrating an IP network you are also putting tracking measures in place to help assist how you interface with all your customers.

Prospects and partnersIP based Voice & Unified Communications has definitely arrived and is successfully being implemented on a global scale due to critical elements being addressed including industry standards, core infrastructure, security and technology advances. The impact of this in a world that demands 24/7 communication means that single IP based networks fusing together a multitude of technologies will

be here to stay.

Most of us agree that integrating our voice, data, video and mobile communications across a single network is a fundamental factor for businesses that are looking to streamline their technology infrastructure. By adopting a single network approach employees also have the added benefit of 24/7 accessibility whatever their location or preferred technology device, ensuring that companies can adjust to customer demands quickly and efficiently.

Voice & Unifi ed Communications

Ask for referencesWhen selecting a UC solutions provider it is important that

you thoroughly evaluate their credentials not only from a

business perspective but a technological one also. Any

reputable provider will be able to offer reference sites,

demo facilities and capability documents to illustrate

their expertise in this area. Cleverboxes is no stranger to

providing this information to all their customers who show

an interest in migrating over to a unified network.

A leap of faithOnce an organisation has made that ‘leap of faith’ it is important that UC providers have the necessary back office to support any future developments within the business that leads to a change to the network infrastructure. This is where Voice & UC really does make a difference, due to it sitting on a single IP based network, additions and changes can be implemented with minimum impact on a business.

Benefits:

> Reduce administration costs

> Scalable

> Multi-vendor solutions

> Real time monitoring

> Single IP based network


Voice & UC Services> Network audits & Health checks − Business impact assessment − Technology infrastructure assessment − IP Telephony readiness assessment − Unified communications health check> Consultancy services − Executive workshops − Migration planning − Integration planning − Solution demonstrations − Pre-Installation design workshops> Implementation services − Implantation of solutions using proven best practices − Systems installed according to agreed and signed Statement of Works (SoW) − Systems installed by appropriately skilled and certified engineers − Full systems testing − Customer sign off − Go live support> Training services − User training for phones and attendant consoles − Administration training

Product and Technology offerings> IP Telephony − Cisco Unified Communications Manager (CUCM) − Cisco Unified Communications Manager Business Edition (CUCMBE) − Cisco Unified Communications Manager Express (CUCME) − Cisco UC 500 Series> Contact centre − Cisco Unified Contact Centre Express (UCCX) − Cisco Unified Customer Voice Portal (CVP)> Unified communications applications − Cisco Unity − Cisco Unity Connections − Cisco Unity Express (CUE) − Cisco Unified MeetingPlace Express − Cisco Unified Presence> IP Telephony Endpoints − Cisco 7900 Series Phones − Cisco 3900 Series Phones − Cisco 500 Series Phones − Cisco ATA 180 Series − Cisco IP Communicator − Cisco Unified Personal Communicator> Communications infrastructure − Cisco Catalyst POE Switches − Cisco Voice Gateways − Cisco 7800 Series Media Convergence Servers (MCS) − IBM and HP Cisco approved servers> IP Phone services − Bespoke development of IP phone services to meet the customer’s needs> Complementary technologies − Routing and Switching − Wireless − Microsoft Integration − Traditional PBX Integration




Access all areasIn order for any wireless implementation project to run successfully you need to ensure the right amount of planning has been put in place. Cleverboxes has a tried and tested formula which compiles a comprehensive site survey. This survey maps out the Radio Frequency (RF) area, measures interference, any channel overlaps and records what cable runs are required. The site survey documentation becomes a key reference tool for the customer and includes maps of the RF coverage, photographs of the wireless device locations along with technical recommendations.

Cleverboxes also prides themselves on their wireless LAN security testing and wireless LAN health checks which provide customers with elements such as penetration testing and performance analysis. These areas coupled with the wireless LAN installation and commissioning services ensure all partners can be confident that no stone is unturned when setting up a wireless network.

As we become more mobile in the way we work organisations are looking to technology partners who can address the growing need from businesses to provide an ‘always on’ wireless connectivity function. Whether this is at the office, in a hotel or at an airport people recognise a wireless connection is a necessity rather than a luxury. Just as they can roam using their mobile phone, users also require the same level of convenience when accessing an internet connection through a laptop or wireless device.

Wireless

Wireless services

Wireless LAN site survey> Multi vendor surveys on any 802.11 standard − Map out the RF area − Spectrum analysis − RF Interference − Measurement of SNR − RF power peaks − Channel interference − Channel overlap − Cable runs required> The site survey documentation will include: − Photographs of the location of all wireless equipment − Maps of the RF coverage − Details of RF interference − Antenna review and recommendations − Wireless solution recommendations

RF coverage map


Wireless LAN health check> Review of existing WLAN performance − Poor performance / throughput − RF interference − Find rouge access points − Locate dead spots − Client connection problems> Health check methods − Airmagnet passive scans of the RF environment − Packet analysis − Packet decodes − Spectrum analysis> The health check documentation will include − Maps of the RF coverage − Detection, measure and recording of the presence of RF interference − Diagnostics of common wireless problems - Hidden node, near far, sticky client etc − Recommendations for fault resolution

Wireless LAN security testing> Is your WLAN secure? − Penetration testing − Wireless LAN detection − Rogue access point detection − Frequency scanning − Packet capture − Authentication analysis − Encryption analysis> The security report will include − Tests performed − Tools used − Detailed results − Future security recommendations

Wireless LAN installation and commissioning> Infrastructure installation − Multi vendor support − Controller based LWAPP solutions − Autonomous access points − 802.11a,b,g and n − Antenna installations − Advanced security (802.1x) − AD and radius integration> Wireless bridge links − Replace costly leased lines − Ideal for redundancy − Line of site required − Site surveys available > Wireless location based services − High-value asset tracking − Location-based security − Physical security − Personnel tracking




“Exceeding YOUR expectations.”

Cleverboxes LtdUnit C, Falcon Court,

Petre Road, Clayton Le Moors,

Lancashire, BB5 5JD

Tel: +44 (0) 1254 238 749

[email protected]

www.cleverboxes.com

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CleverBoxes - IT Support Services

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