I Manage Managed Data And Voice Services Detailed Introduction

Managed IT Services

Lower Costs - Increased Efficiency - Increased Reliability

iTech is a leading edge technology company delivering growth and increased profitability to Small and
Medium size Businesses. By utilizing state of the art Computing, Network and Telephony Infrastructures
with unparalleled availability, normally only enjoyed by Enterprise level Organizations, and through the
effective use of a Managed Information Technology Services, iTech drives down costs and improves
efficiencies.

© 2010 iTech for Business LLC www.iTech.biz T. 912-239-9909 Email: sales@itech.biz

Why Managed IT Services?

Technology is the lifeblood of Organizations today. It is evolving exponentially and offers ever increasing
business efficiencies to those who are willing and able to take advantage of it. For those who don’t, it
will become increasingly difficult to realize the efficiencies enjoyed by competitors and the technology
requirements of their customers.

Large and Enterprise level businesses rely on skilled IT departments to maintain and enhance the use of
technology in order to grow and make their business more efficient, thereby increasing profitability.
These IT departments are tasked with such things as reducing downtime, increasing network speeds,
strategic planning, disaster recovery, business continuity planning as well as the daily tasks of keeping
the network up, secure and the users functioning.

Small to Medium businesses have the same Technology challenges as the Large, but with the
disadvantage of the impracticality of employing an IT department, thereby precluding them from taking
full advantage of technology for growth and profitability. In most instances in this size of business, IT is
seen as a burden and an intangible cost of doing business. The local “Computer Networking” companies
take full advantage of this and charge high labor rates when an IT problem arises, thereby falsely
increasing costs associated with the IT infrastructure.

iTech offers organizations the ability of having an Enterprise level IT support staff without the
substantial cost associated with a full time IT department. From a 5 person local business to one
employing 1,000’s over multiple continents, iTech cuts costs and increases efficiencies by taking
responsibility for and sharing in the risks of the IT infrastructure.

Managed Services is the most efficient method to deliver IT support, both for the customer and the
provider. It is truly a “win-win” offering when compared to traditional IT support, or “Break-Fix”. In the
Break-Fix model when a customer is in pain the provider is making money – what incentive is there for
the provider to ensure network stability and fix issues in a timely manner? Break-Fix is sold in various
flavors such as Time and Materials and Block Hours, but what do these really mean? The “Time &
Materials” guy says “you only pay for what you use, so how can you lose?”, well, that’s fundamentally
flawed, what he really should be saying is “As long as you’re feeling pain I’m making money”. The “Block
Hours” guy has a slant on the “Time and Materials” model by giving the customer a discounted labor
rate if they pre-pay for a certain block of time. Wow that’s great, now the customer has to put cash out
of pocket for labor he may or may not use, and to add insult to injury, that Pre Paid Labor will be
utilized, again, when the customer is feeling pain. So, now the provider not only makes money when
the customer is suffering, he has now had the luxury of having the money in his bank account for an
unspecified period of time. There are other major downsides to this “Break-Fix” Model such as the

inability to budget for IT expenses and the possibility of major outages costing thousands of dollars in
labor and very expensive downtime.
Let’s look at a more reasonable model, Managed Services. The customer pays a fixed, monthly fee to
guarantee Network availability – that’s it, it’s that simple! For that fee the customer gets a working
network that does what they need it to do, period. If, for some reason, the customer feels pain, then
the provider feels pain. The provider does not get paid any more to fix a problem, they are losing
money fixing a problem – so what’s their motivation? To prevent problems, to monitor, trend and
predict issues, to design and maintain a healthy network. What does this really mean for a customer?
Lower costs, accurate budgeting, a more efficient network, less downtime and no surprises. A true
Partnership, “WIN-WIN”!
To be a successful MSP you have to have a Robust Infrastructure, Highly Skilled and Trained People,
Proven Systems and Procedures, and World Class Technology.

What does iTech actually do?

iTech takes over the responsibility for your Information Technology Infrastructure, including planning,
building and running it.
iTech deploys sophisticated software and monitors your entire network and attached devices for health
and performance, from Firewalls and Servers to Switches and Desktops providing information to our
Network Operations Center (NOC) to make informed decisions about the functionality of the network
and attached devices. We keep your network running, and if something does fail, we fix it.
We have the ability to remotely resolve issues without interfering with your daily activities and appear
seamless to your users. iTech keeps you and your data secure from viruses and potential hackers and
updates patches on Microsoft Software as well as backing up agreed upon critical data to a Secure off
site Data Center.
All aspects of your network and attached devices listed in your Service Level Agreement (SLA) are
monitored and kept in premium working order. Network uptime and efficiency are iTech’s primary goal.
In addition to ensuring that the network is available at all times, iTech provides such things as
Preventative Maintenance, Antivirus updates, Patch Management, Off-site data backup and Strategic
Planning to name but a few.
iTech becomes a true partner with a vested interest in maintaining your IT infrastructure. Our
commitment to you is to protect and manage your network and applications so they are easily
accessible, to the right people at the right time. When your network is down, our margin goes down.
When your network is up and operating at peak efficiency, we maximize our margin. It becomes a win-
win situation for both companies. iTech has “skin in the game” with our iManage program.


Customer Expectations

You should expect your IT Infrastructure to be available to you in accordance with your SLA.
You will receive monthly Executive Summary Reports detailing the status of your network, historical
performance of it and information for capacity planning.
You should expect to be notified of any potential down time and be kept informed as to progress to
resolution.
You will have scheduled, Virtual CIO meetings with iTech.

iTech provides a customer service portal (CSP) for account management. It is the customer’s entrance to
our backend management interface. Service requests can be entered, quotes can be viewed and
accepted, service tickets can be analyzed for work requested and work completed including technician
notes, Inventory is kept with warranty expiration dates, invoices can be viewed (past and present),
among other informative features. This is yet another way that iTech sets itself apart from our
competitors. It provides accountability for the service request from cradle to grave.


Internal Staff Traditional iTech
Comparison Point 1 FTE Outsourcing iManage

$105.00-
Hourly pay $30.00/hr $250.00/hr None

Hourly cost of benefits $10.50/hr None None

Bonuses ? None None

Recruitment costs Yes None None

$2,000-$3,000
Training costs per class None None

Environmental/equipment support
(Heat, light, desktop, network, etc.) Yes Yes None

Vacation time off Yes Yes None

Holiday time off Yes Yes None

Sick days time off Yes Yes None

Training/conference time off Yes Yes None

Negative impact of employee turnover
(Recruiting costs, reduced quality of service,
re-training costs) Yes Yes None

Backup Team for continuous support None None Yes

24 X 7 On-call support ? ? Yes

Access to Certified Professionals None None Yes

Staff continuity None None Yes

Response time guarantee ? ? Yes

Yes, enforced
Establishes and enforces performance and through SLA
availability requirements None None Agreements

Off Site Secure Data Backup included None None Yes

Avg. cost to support 2 Servers, 1 Router, 1
Firewall, 1 Switch, 20 Desktops plus 100Gb $2,200 -
off-site data backup Business LLC www.iTech.biz T. 912-239-9909 Email: sales@itech.biz
© 2010 iTech for $7,550/mth $5,000/mth $870 /mth

I Manage Managed Data And Voice Services Detailed Introduction

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