CNS Overview 2009
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Transcript of CNS Overview 2009
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A National Networking and Communications Services Company
Executive OverviewJanuary 2009
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Contents
Company Overview Who We Are
What We Do
What Makes Us Different
Our History
Overview of Our Services Standard Services
Managed Services
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Who We Are A Large Enterprise Managed WAN and VoIP Provider
(Managed Services):
Best-in-class circuits, hardware, software, remote and field support – all from one vendor – to optimize clients’ WAN performance and provide VoIP services worldwide
Not a carrier or VAR – technology, equipment and circuit provider neutral
Our Clients’ “IT Plumber” On Call 7x24x365(Standard Services):
Design, deploy and support ALL types of WAN and LAN infrastructures
If it’s part of a network or connected to one, we can install it or fix it if it’s broken
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Our Mission Statement
To profitably provide our Clients with:
Practical, high quality, cost-effective network and VoIP services …
Wherever and whenever needed …
For reliable, enterprise-wide communications …
All through a centralized source of real-time business intelligence.
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoIn a Nutshell: Managed WANs, VoIP and IT Plumbing
Click on an iconto go to a description
of that service.
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Major Market Segments
LAN Integrated TechnologiesNetworking Equipment
(Router, switch, firewall, hub, modem, power protection)Voice/Video Equipment
(Legacy PBX, VoIP, IP Telephony, VoFR, VoDSL, IP-based CCTV, broadband video)
Server/Desktop Equipment(PC, server, network storage, printer, scanner, ATM, point-of-sale)
LAN Structured Distribution Technologies Structured Premise Cabling
(CAT3, 5, 5e, 5E, 6, premise fiber, coax, wall-field, cabinets, bays, demarcs)Outside Plant Cabling
(Underground and aerial fiber/coax splicing, boring, trenching, terminations)
Wireless Infrastructure(Wi-Fi point to point/multi-point/omni-premise and campus)
WAN Telecommunications(Frame relay, DS1, xDSL, VSAT, DOCSIS Cable,
Fixed Wireless, EVDO)“Integration of Pathway and Endpoints”
We service our clients' needs using a wide array of technology competencies, through our vast network of subject matter experts.
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Physical
Datalink
Network
Transport
Session
Presentation
Application
OSI Model
Technology Expertise
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Consulting, Design and PlanningNetwork Design, Validation and Capacity Planning
Telecommunications Service Availability StudyTrace AuditSite Audit
Integration & PrototypingAsset Inventory
DeploymentOnsite Installation
Logistics, Staging & ConfigurationCircuit Provisioning & WAN ActivationDocument Management and Reporting
Site PreparationMaterial, Equipment and Warranty Procurement
Operations and Support (Managed Services)Field Services (Break-Fix)
Customer Care Center (Help Desk)National Depot
Managed WAN and Network MonitoringMaintenance & Extended Warranty
Bench Repair
Our services are part of a three-phase continuum: Design, Deployment and Support.
We can engage in one, all or any combination for each Client.
Operations Support
Deployment
PHASEONE
PHASETWO
PHASETHREE
Operations Support
Consulting, Design & Planning
Deployment
PHASEONE
PHASETWO
PHASETHREE
Lifecycle Approach
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Technology FocusRevenue by Major Market Segment
Who We Do It For
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What Makes Us Different
In a Nutshell: Speed Accuracy Integrity
What this means for our clients:
“We TRUST Contingent.”
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What Gives Us SPEED
Our network of thousands of Service Partners nationwide
Our “Services Factory” framework around which we organize our business, managed by our ILEX software platform (6 years in development)
Our 7x24x365 Dispatch Center
Our fanatical focus on Continuous Speed Improvement
Our “Multisite Deployment” expertise, including the ability to “pattern” services for rapid installations across thousands of sites simultaneously
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Our proprietary SQL-based ILEX Enterprise Management System is our “Services Factory”
ILEX: Enterprise Management System
ILEX is routinely integrated to our Client’s own back
office software
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What SPEED Means to Our Clients
Anywhere. Fast.
2 Hour or Less Response Time – Anywhere in the U.S. Global Coverage Proven Performance:
99.9% Onsite Arrivals 97% On Time or Early 95% Repairs Completed during First Visit
The Bottom Line:
99.4% Customer Satisfaction (Based on Actual Surveys)
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What Gives Us Accuracy Our 100% Vendor Agnostic Approach
(Circuits, Equipment and Software) – Whatever is right for each client location’s needs
Our ILEX Software Platform – We know where everyone and everything is at all times
Our online Customer Care Center – Our clients know where everyone and everything is at all times, via a secure Web portal and integration with client back office software (as desired)
Our 50,000 square foot Logistics Center – Plenty of room to stage and repair equipment properly
Our fanatical focus on Continuous Accuracy Improvement
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Secure Web portal containing real-time business intelligence about all work we’re doing on behalf of our clients.
Online Customer Care Center
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What ACCURACY Means to Our Clients
Reliability.
Our clients rely on us to install, monitor and maintain their mission critical communications infrastructures
Our clients’ data, voice, video, remote access to shared applications and information, confidential company and customer data – are all carried reliably and securely across PCI compliant WANs
The Bottom Line:
99.4% Customer Satisfaction (Worth Repeating!)
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What Gives Us Integrity
We “Walk the Talk”:
100% LIFETIME Workmanship Warranty – If a problem results from our workmanship, even years or decades later, we will fix it at our expense.
99% Uptime Guarantee backed by Automatic SLA Payouts – if a site is down for more than 15 minutes total during any given day, charges for that day are automatically deducted from client’s next invoice.
Free Trials – We are so confident in our ability to serve our clients, we regularly give new prospects 100% free trails, just to prove we do what we say we do.
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What INTEGRITY Means to Our Clients
Trust. New clients continue to partner with us every week, across many
different industries Their trust is reflected in our record of growth:
24+ years in business 34% CAGR in revenue Profitable every year and dept free Named to 2008 Inc. Magazine’s “Inc.5000” list Named to Cincinnati Business Courier’s “Fast 55” List
The Bottom Line:
We have never had a client leave us because of dissatisfaction with our services
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Our History
1984 2000 20021998
Contingent management team
buys services division in July and
becomes an LLC registered in the
state of Ohio
THELASTARGROUP, Inc.
Re-branded “Contingent Network
Services”
Founded on a multi-year fiber optic
deployment contract with Mead
Launches DistributedEnterprise
Professional Services Practice
2004
LLC Retires Debt and Launches
EverWorX Managed ServicesOffering
Although we have dramatically increased our capabilities over the last twenty years, our focus on exceeding customer
expectations has never changed.
2007
Named to the Inc. Magazine
Inc. 5000 Fastest Growing
Privately Held Companies
D&B Credit Rating 3A3 - DUNS# 11-883-8592
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QMQM
Blue Diamond – Quality ManagementOur Quality Management program, known as "Blue Diamond," is central to our mission to provide world class products while exceeding customer expectations. We volunteer Service Commitments with automatic financial penalties for failure
Blue Diamond Core FacetsDesign QualityConformance QualityDelivery QualityBudget Accuracy
Quality Assurance
Voluntary CommitmentsTotal Customer SatisfactionWorkmanship QualitySystem AvailabilityCommunicationOn Time Arrival
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Contents
Company Overview Who We Are
What We Do
What Makes Us Different
Our History
Overview of Our Services Standard Services
Managed Services
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoEverWorX Overview
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Optimize Your WAN
Combine best-in-class circuits, hardware, software, remote and field support to optimize your network.
We are not a carrier. We are a new breed of Managed WAN provider.
It’s time to stop buying WAN services from carriers and start buying them from an independent provider that aggregates and works with the right carriers on your behalf.
EverWorXTM
Managed Network Services (Multi-Site WANs)
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How Are These Services Typically Provided Today?
Carriers aggregate networks using an array of technologies including Frame Relay, MPLS, IPSEC VPN.
Two primary approaches: managed “edge” and an unmanaged “edge”.
Local loop access provided by multiple local loop providers.
Two primary types of providers: carriers and WAN aggregators – both of which may offer both public or private solutions.
What Are The Usual Problems?
Unreliable Networks
Difficult or Unenforceable SLAs
Too Many Bills and Contracts to Manage
Inaccurate Bills that Require Constant Review
Steep Penalties for Early Cancellation
Poor Support
Over-Engineered Networks and Excessive Costs
Private Networks Almost Never Truly Private
EverWorXTM
Managed Network Services
Optimize Your WAN
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How is EverWorX is Different?It is a Complete Network Services Program that
Manages your WAN and the Underlying Carriers for you
Custom-designed to meet your needs
99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill
No cost, no obligation pilots
No upfront costs, with legacy equipment buy-backs available
Immediate responses from US-based Help Desk – 7x24x365
Real-time information via Web portal and client back office integration
One invoice
PCI-DSS compliant
Vendor, carrier and technology neutral
EverWorXTM
Managed Network Services
Optimize Your WAN
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Wide Area Network
Service Components Asset
Tracking &
Management
Depot and Warehouse
Services
Circuit Provisioning
Remote & On-Site Break-Fix
Services
Network Monitoring
Services
Warranty Services
Network Core Design and
Hosting
WAN Aggregation &Redundancy
EverWorXTM
Managed Network Services
Optimize Your WAN
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`
DBU
VPN/FR/MPLS
xDSL, Cable, Satellite, Type 2
REMOTE SITE VPN/FR/MPLSHOSTED CORE
w/RAS
Network/Server/DesktopMonitoring
VOIP
WIFI
Hosted Network SecurityIDS/AV/AS
Hosted VOIP/Email
Unified Messaging
`
DBU
VPN/FR/MPLS
REMOTE SITEVOIP
WIFI
`
DBU
VPN/FR/MPLS
VOIP
WIFI
HEADQUARTERS
xDSL, Cable, Satellite, Type 2
CONTINGENT
CloudCloudVPN/FR/MPLS
CREDIT CARD MERCHANT SERVICES
EverWorXTM
Managed Network ServicesFeatured in April 2007
Stores Magazine“Ditching Dial-Up”
Example Multi-Site Network Design
Optimize Your WAN
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Edge Device Monitoring and Key Management Capabilities
CPU Utilization Port Level Management & Visibility Memory Utilization Errors and Discards Voltage, Temperature, Etc. Buffer Statistics (Hits, misses and failures) Batch Updates Disaster Recovery
ICMP/SNMP NMS Platforms Currently Available*
IBM Tivoli AdventNet ManageEngine HP Open View What’s Up CiscoWorks/LMS
*Custom integration with online Care Center
EverWorXTM
Managed Network Services
Optimize Your WAN
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PCI-DSS Compliant (Consultant: Trustwave – Qualified Data Security Company)
Maintain company standard that serves as a template for each client WAN we build and manage
Self assessment completed January 2007 Internal and external quarterly scans maintain compliance We do not de-encrypt or store data We do not authorize or settle transactions Core PCI compliance as a ‘Payment Transmission Service
Provider’ will be complete for 2008-09 in December 2008
EverWorXTM
Managed Network Services
Example Equipment Board and Secure Housing
Optimize Your WAN
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Example Electronic Invoice“One Vendor, One Bill”
EverWorXTM
Managed Network Services
Optimize Your WAN
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoEverWorX Overview
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www.voipworx.net
Join the VoIP Revolution
VoIPWorX IP Telephony Services
Flexible, high quality IP telephony
Alternative to traditional voice services
No minimums or metered billing
Rides over our EverWorX Managed WANIPsec-based VPN service
VoIPWorXTM
IP Telephony Services
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Join the VoIP Revolution
VoIPWorXTM
IP Telephony ServicesVoIPWorX Highlights: Fully Hosted VoIP (offsite PBX) or IP-Based origination/termination
trunking to (on site) phone systems
All of features of traditional, enterprise-class phone systems, plus many new productivity enhancing functions
Unlimited local and long distance calling
We manage it (including the EverWorX WAN which delivers it), so you don’t have to
99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill
No upfront costs, with legacy equipment buy-backs available
No cost, no obligation pilots
Support from US-based Help Desk – 7x24x365
One vendor, one bill, with real-time call detail information via Web portal and client back office integration
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoMACWorX Overview
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Activate Locations
Global field infrastructure installation service for telecommunications companies.
Design, deploy and support ALL types of WAN and LAN infrastructures
If it’s part of a network or connected to one, we can install it or fix it if it’s broken
MACWorXTM
Deployment Services
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MACWorX Highlights: Data, Voice and Video cable installation
High performance circuit extensions
Edge device installation (xDSL, Cable Modem, IAD, NIU, Satellite, Router
Online order processing and real-time project tracking through our Customer Care Center Web Portal
Benefits (versus the local telephone company and other providers): Faster response times
Nationwide coverage
Lower total costs
More capable field personnel
Professional project management
MACWorXTM
Deployment Services
Activate Locations
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Secure Web portal containing real-time business intelligenceabout all work we’re doing on behalf of our clients.
Online Customer Care Center
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoMACWorX Overview
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StoreWorXTM
Global Retail Technology Deployment Services
Optimize Your Retail Environment
Global Retail Technology Deployment Services
Field infrastructure design
Installation service
Retail company and retail IT consulting firms focus
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StoreWorX Highlights:
Consulting, design, planning services
For simple and complex retail-specific LAN environments (Layers 1-3)
Multi-site (simultaneous) deployment
Materials specification, procurement, staging, configuration, kitting and shipping
Detailed and measurable quality control for design and deployment
Integration of point-of-sale, cash wrap, security, music-on-hold, store sound system, property management system (hospitality), HVAC systems, Wi-Fi, in-store kiosks, VoIP, network credit card authorization, xDSL/FR, PBX, back office controller (PC/server) and more.
Optimize Your Retail Environment
StoreWorXTM
Global Retail Technology Deployment Services
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoEverWorX Overview
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NetMedXTM
Repair and Maintenance Services
Keep It Working
On Demand maintenance program
For any network hardware, software and infrastructure
With 24/7/365 dispatch of field troubleshooting and repair professionals.
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NetMedX Highlights: General and specific non-warranty network-wide troubleshooting and corrective
maintenance
Service coverage throughout North America
Five levels of onsite criticality (arrival time options) so you can choose arrival time and associated pricing based on problem urgency – and thus pay for only what you need
Highest level of urgency = guaranteed arrival within 2 hours of receipt of request to any address in the U.S.
Technically savvy “eyes and hands” in the field, whenever and wherever needed
Customer Care Agents available 24/7/365 to dispatch whatever resources you need
Full maintenance, warranty and warranty extension contracts are available on all platforms
Online order processing and real-time project tracking through our Customer Care Center Web Portal
NetMedXTM
Repair and Maintenance Services
Keep It Working
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoEverWorX Overview
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NetMedXTM
Silver Managed Repair and Maintenance Services
Fixed price maintenance program
For any network hardware, software and infrastructure
With 24/7/365 dispatch of field troubleshooting and repair professionals
Option to purchase dispatches or incremental hours of service work in advance at greatly discounted rates.
Keep It Working
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NetMedX Silver Highlights
Prepay for a “block” of 25 dispatches (minimum) at a 20% discount.
After initial purchase of 25 dispatches, subsequent blocks of 10 dispatches each can be purchased at same 20% discount.
Each prepaid dispatch consists of a two (2) hour onsite maximum time commitment and a one (1) hour travel charge (regardless of actual time required).
If required time on site exceeds two (2) hour maximum, we notify you and ask if you want to extend the visit. If so, a second dispatch will be charged against your remaining prepaid dispatches balance.
You may choose a mix of field personnel skill and dispatch criticality levels within the dispatch blocks you purchase.
NetMedXTM
Silver Managed Repair and Maintenance Services
Keep It Working
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Local Area Network Design and Installation Services
Internet-Based VoIP POTSReplacement Service
Immediate Response Field Services,
Problem Resolution Services
Retail Local Area Network Design and installation services
Infrastructure Moves, Adds and Changes
Managed WAN Services
Managed Services
(Service Level Guarantee)
Standard Services
(Lifetime Warranty)
Prepaid Dispatch Repair Services
Managed Maintenance
Services
Hosted VoIP
What We DoEverWorX Overview
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NetMedXTM
Gold Managed Repair and Maintenance Services
Fixed cost, turnkey maintenance program
For any network hardware, software and infrastructure
With depot, asset tracking, remote help desk, full parts warranties, proactive monitoring, Service Level Guarantees, and 24/7/365 dispatch of field troubleshooting and repair professionals.
Keep It Working
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How Are These Services Typically Provided Today?
Contracts based on SLAs with minimum performance requirements, but real world achievement is typically well short and often triggers penalty clauses.
Most contracts have 2-3 categories that collectively cover all equipment.
Services increasingly commoditized, with little service provider differentiation and low client confidence, leading to price only-based purchasing.
What Are The Usual Problems?
Solutions do not meet client needs.
Widespread lack of satisfaction due to flawed delivery processes.
Service provider performance is self-reported and can’t be validated by client systems.
No holistic view of clients’ overall infrastructures.
Technology infrastructure maintenance and support are non-strategic operational expenses clients are looking to reduce, but service providers haven’t innovated their business models to address this client objective
Keep It Working
NetMedXTM
Gold Managed Repair and Maintenance Services
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What other service providers don’t want you to know:
They already know they won’t be able to meet their own SLAs prior to signing a contract with a client, due to:
• Insufficient field resources, and
• Inadequate parts inventory levels.
Therefore, they decide on a daily basis which SLAs they purposefully will NOT meet.
They often manipulate SLA calculations and use “call scrubbing” to falsify compliance.
SLA compliance is managed to meet internal budgets and favored client priorities, not SLA contract terms.
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NetMedXTM
Gold Managed Repair and Maintenance Services
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Confidential
SPEED ACCURACY INTEGRITY
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How is NetMedX Gold Different?It is designed and priced to actually meet or
beat our SLA!
Custom Designed, Modular Approach – you choose which items fall within the service boundary
Gain Sharing Pricing – you can get refunds for underutilization
Built-in Call Reduction Processes -- our “co-management approach” delivers real value to you organization
Event Driven and Individual Item-Centric Uptime Approach – full item lifecycle coverage
99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill
Vendor, Carrier and Technology Neutral
Immediate Responses from US-Based Help Desk – 7x24x365
Real-Time Information – via Web portal and client back office integration
NetMedXTM
Gold Managed Repair and Maintenance Services
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Confidential
SPEED ACCURACY INTEGRITY
www.contingent.com
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Depot and Warehouse
Services
Remote & On-Site
Break-Fix Services
Network Monitoring Services
Asset Tracking & Management
Warranty Services
Bench Repair
Network Service Boundary
Service Components
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NetMedXTM
Gold Managed Repair and Maintenance Services
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Confidential
SPEED ACCURACY INTEGRITY
www.contingent.com
SPEED, ACCURACY, INTEGRITYSPEED, ACCURACY, INTEGRITY
Desktop
`
DBU
VPN/FR/MPLS
REMOTE SITE
Server
WIFI
Network Security
Server
HEADQUARTERS
`
`
`
SERVICE BOUNDARY A
SERVICE BOUNDARY B
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Example NetMedX Gold “Service Boundaries”
A network element that falls in the service boundary is “covered” under the NetMedX Gold service
NetMedXTM
Gold Managed Repair and Maintenance Services
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Confidential
SPEED ACCURACY INTEGRITY
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SPEED, ACCURACY, INTEGRITYSPEED, ACCURACY, INTEGRITY
“Gain Sharing” Pricing Model Steps:
Service priced two ways: (1) “Flat Annual” (2) “Pay As You Go.”
You pay your Flat Annual maintenance fee up front for Year 1.
We deliver services throughout Year 1.
At end of Year 1, we calculate your total cost under both Flat Annual and Pay As You Go pricing scenarios.
If your total cost is less using Pay As You Go, we REFUND you 50% of difference between it and the Flat Annual maintenance fee you paid up front.
We apply your refund to your Year 2 Flat Annual maintenance fee or send you a check (your choice).
Regardless, we then REDUCE your Year 2 Flat Annual Maintenance fee to halfway between your Year 1 actual usage and our original Year 1 estimate.
Keep It Working
NetMedXTM
Gold Managed Repair and Maintenance Services
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Confidential
SPEED ACCURACY INTEGRITY
www.contingent.com
SPEED, ACCURACY, INTEGRITYSPEED, ACCURACY, INTEGRITY
Keep It Working
NetMedXTM
Gold Managed Repair and Maintenance Services“Co-Managed” Maintenance:
Other service providers do all of the work and tell you how it went later.
We do all of the work, too (except take ownership of spares). This includes the hard work of remote labor and logistics management.
However, communication between our organization and yours is the core of our process.
Our goal is to help you “self-maintain” and thereby greatly reduce your costs. We will create a business case that changes the way you approach maintenance forever.
This approach has been proven successful by scores of clients over nearly a quarter of a century.
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SPEED ACCURACY INTEGRITY
www.contingent.com
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For More Information, Please Visit:www.contingent.net